Consumer complaint received 2026-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: SYNCHRONY FINANCIAL
State: OH

Complaint narrative:
Company : Synchrony Bank / PayPal Credit Subject : Failure to Apply Requested Payments to Promotional Balance, Inaccurate Account Records, and Unexplained Balance Increase I am filing this complaint because Synchrony Bank has repeatedly failed to apply my payments to my promotional balance despite multiple requests, has provided inconsistent and contradictory information regarding my account, and has added charges or balances that I can not explain. I have been attempting to resolve this issue directly with Synchrony for several months without success. Background I have a promotional balance that is scheduled to expire on XX/XX/year>, after which interest will be assessed if the balance is not paid in full. Beginning in approximately XX/XX/year> ( although Synchrony may claim I first called on XX/XX/year> ), I contacted customer service and specifically asked how to ensure that my payments would be applied to the promotional balance. I was told that after making each payment, I needed to call and request that the payment be directed to the promotional balance. I followed those instructions. After making payments, I repeatedly called and requested that those payments be applied to the promotional balance. During XXXX call I specifically asked whether a prior payment could still be redirected to the promotional balance and was told that I had XXXX days to make such a request. Based on that information, I requested that both current and prior payments be applied to the promotional balance. Payments Made To the best of my knowledge, I have made the following payments toward this account : {$110.00} {$50.00} {$50.00} {$56.00} {$56.00} {$100.00} Total payments : approximately {$420.00} The original promotional balance was approximately {$660.00}. Despite my repeated requests, I never saw these payments properly reflected against the promotional balance. XXXX XXXX In approximately XX/XX/year>, I spoke with a supervisor whom I believe was named XXXX. She acknowledged that records showed I had requested certain payments be applied to the promotional balance. However, she stated that because more than XXXX days had now passed, those earlier payments could no longer be adjusted and would require a dispute process that could take another XXXX days. I explained that I had made the requests within the required timeframe and that any delay was caused by Synchrony 's failure to process the requests. She agreed that I had made the requests but still stated that the issue would need to go through a dispute process. She also told me she was making adjustments that I would be able to see online and on future statements. I never saw those adjustments reflected on my account. Most Recent Call On XX/XX/year>, I called again because the XX/XX/XXXX promotional deadline is approaching and I wanted to determine exactly how much remained to be paid. During this call I was told that I had only contacted Synchrony XXXX time regarding payment allocation requests. This directly contradicts my prior conversations and prior statements made by other representatives and supervisors. I requested a supervisor and spoke with a woman whom I believe was named XXXX. She was unable to explain the discrepancies regarding my prior requests or payment allocations. Unexplained {$99.00} Increase I also discovered that XXXX of my promotional balances associated with a XXXX purchase had increased unexpectedly. The balance had consistently appeared as {$120.00}. When I reviewed the account on XX/XX/year>, it showed approximately {$220.00}, an increase of roughly {$99.00}. I am attaching an earlier Statement and the most recent so you can see how this amount has jumped for NO REASON. No representative has been able to explain why this amount was added. I requested that the charge be removed immediately, but I was told only that another dispute could be opened, again requiring approximately XXXX days. My Concerns I believe Synchrony has : Failed to apply payments to my promotional balance after I specifically requested that they do so. Failed to properly document or honor my repeated telephone requests. Provided contradictory information regarding my account history and the number of times I contacted them. Failed to timely process requests, then attempted to deny corrections because of delays caused by Synchrony itself. Added or allowed an unexplained {$99.00} increase to a promotional balance without providing a satisfactory explanation. Made it nearly impossible to resolve these issues because communications occur only by phone, and later representatives deny what prior representatives told me. I understand that federal credit card regulations require payment allocation practices to be handled fairly and that consumers must receive accurate account information. I believe Synchrony 's handling of my account may violate those requirements.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation