Consumer complaint received 2025-07-09 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
In XX/XX/XXXX, I opened a Mattress Firm credit card account through Synchrony Bank to purchase a mattress for my new apartment. At the time of purchase, I confirmed my new address with the Mattress Firm sales rep ( XXXX ), who assured me that all billing and account correspondence including my physical credit card would be sent to that address. The mattress was successfully delivered to that location, confirming that the address on file was correct at the time.

However, I never received the credit card. I called Synchrony multiple times between XX/XX/XXXX and XX/XX/XXXX to report this and request a replacement. Each time I was told that a new card would be mailed and to keep an eye out. Despite those assurances, I never received a card nor did I ever receive a single paper statement or e-statement. Without the card, I have been unable to register for an online account or manage payments.

In several of those calls ( specifically in XXXX, XXXX, and again around XXXX ), I confirmed that the address on file needed to be updated. I also had these same conversations with representatives from the collections department when they contacted me due to past-due payments. Each time, I again requested a card and confirmed my address and each time I was told the card would be mailed. It never arrived.

The only communication I consistently received from Synchrony was from their collections department, typically via call or text after my payment was already late. These messages would contain a one-time payment link, which I was sometimes able to use, but this did not allow me full access to the account or any statements. Without a card, account access, or statements, I had no way of reliably managing the account or knowing when payments were due. 

On XX/XX/XXXX, I spoke to two Synchrony representatives. XXXX from the collections department told me the account had been closed as of XX/XX/XXXX due to non-payment yet I had never received any notification of this closure. Later that day, XXXX from customer support told me that the account was still open, and that a card would be sent to my updated address. She confirmed that the 0 % interest for 36 months promotion was still active, and said that while only one late fee was currently showing as waived, others should be removed within 24 hours. XXXX had also stated that all late fees and interest would be waived and that the late payments would be removed from my credit report due to the mismanagement on Synchronys side.

There are clear discrepancies even within Synchrony 's departmentsone says the account is closed and in collections, the other says its open and active. These conflicting answers, combined with the repeated failure to send my card or provide billing statements, have directly resulted in damage to my credit.

I am requesting the CFPB 's assistance to ensure that : All late payments are removed from my credit reports across all bureaus All late fees and interest are waived as promised My address is correctly and permanently updated I receive full access to my account, including a physical card and statement delivery This situation has caused significant financial and credit-related stress, despite my repeated attempts to correct it over the past year.

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 non-monetary relief