Consumer complaint received 2025-12-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
This is in response to CFPB XXXX XXXX regarding CareCredit Account XXXX XXXX. 

Synchrony Bank Senior XXXX XXXX XXXX XXXX XXXX replied to the original complaint. I have since spoken to her by phone regarding this matter. 

Below I am providing details to show that XXXX XXXX, representing Synchrony Bank, has fabricated information in her written response to the initial CFPB complaint and is continuing Synchrony Banks obfuscation of details on their statements and in their app, seemingly to confuse customers and thereby charge them interest which could be easily avoided were the information they provide both accurate and in an easy to comprehend format. The more I dig into this, the more it seems intentional, and the more it appears to be the business policy on the part of Synchrony Bank as a means to assure that customers end up owing interest, even if their intent is to pay off balances prior to the expiration of the promotion. 


When I questioned XXXX XXXX about her assertion in her response that in the interest of customer service and goodwill, we have waived interest in the amount of XXXX, she was unable to provide an explanation to my assertion ( which is accurate ) that no interest was due since the promotion expiring that month was paid in full in advance of the expiry date. Finally she stated Hold on, XXXX looking over your complaint right now, implying that she had not actually read the complaint prior to providing her response. She put me on hold while she read the complaint, and then stated You are correct ; you did not mention the XXXX promotion. XXXX charged needs to be reversed. HOWEVER what she is confusing is that no interest was due or charged!! She uses waived to mean that she is correcting the banks own error. That is not waiving anything. They made a mistake and theyre correcting it and trying to make it look like theyre being generous. And this erroneous charge has nothing to do with my initial complaint, which was filed prior to the date of this accounting error on their part. In fact she further stated In our system we waived the interest based on your request - I never requested that for the XXXX interest error. Then when she couldnt explain herself accurately she stated our error was corrected when we removed the interest for you. She is admitting an error on her part and is confusing it with my request for interest on the promotion which expired in XXXX XXXX to be waived. My assertion has been that their app and statements are confusing and full of errors, which makes it difficult for people like me who pay on time to make sure that we identify when a promotion is expiring so that we can pay it on time. 
In her written response, XXXX XXXX claims in XXXX XXXX that their monthly statements explain the date of the purchase and the purchase amount. Many of their statements are misleading and difficult to parse out. For example, I have attached a copy of XXXX. XXXX of the XXXX XXXX statement. It shows a XXXX Purchases amount of {$5700.00}. I never purchased anything in XXXX. In fact, XXXX XXXX purchased anything in many months using their card. This is their own internal way of accounting for adjustments they made, but it makes the statements very difficult to comprehend. 
In Para XXXX of XXXX XXXX written response she states For your convenience.cardholdersset text or email alertswhen a promotion is expiring. I have searched both their website and the app. No such feature is available. Possibly its hidden somewhere deep in a menu. I am attaching screenshots of the features that are available on the app to show that this feature is not readily visible or available. 
She also states that their XXXX notifications include a warning that a promotion is about to expire. I have reviewed all the notifications from them ; I receive notifications that a minimum payment is upcoming and confirmation that a payment has been received. I have never received any notification from them that any of the many promotions I have enjoyed and paid on time was about to expire. That is why I rely in accurate information in the App to alert me to such a date. And the only way to view this is by manually opening up the XXXX Purchases page, which displays errors or confusion as I outline below. 
In Para XXXX of XXXX XXXX written response she states that they do not provide the ability to view expired promotions. However, they do show Terminated promotions in the XXXX Purchases page on the app. These seem to have nothing to do with any activity on my account and create further confusion. For instance I have copied screenshots of a promotion listed as Inactive and is labeled as a Regular Transaction with a status of Terminated. In the details view it shows an Initial Purchase Date of XX/XX/XXXX with a purchase amount of {$0.00}, and a XXXX XXXX of {$200.00}. I NEVER purchased anything with the CareCredit card in XX/XX/XXXX. This is simply another example of Synchrony Banks own internal accounting intentionally confusing consumers like myself. Why else would a transaction like this, which has nothing to do with any purchases I made, be listed on the XXXX Purchases page. And if theyre providing these types of fictitious transactions, they why not provide a view of expired promotions to allow customers to more clearly manage their account. 
Furthermore, with regard to Para XXXX of XXXX XXXX written explanation and my Item XXXX above, she references Terminated balance as relating to incurred interest charges on my account. As of XX/XX/XXXX, there were no interest charges on the account. Everything was up to date. So her explanation is erroneous, disingenuous, and false. 

In closing I reassert my demand that interest charges on the promotion which expired in XXXX XXXX be reversed ( or waived, to use their terminology, but to use it accurately ). I am asserting this is due to their very confusing statements and app that are both designed to confuse customers and make it difficult to determine the status of an account, how much has been billed, paid, is due, and when it is due. It even confuses their own staff, like XXXX XXXX XXXX, who completely misunderstood my initial complaint as well as their own accounting records, and as a result made so many erroneous judgments and statements. 

Regards XXXX XXXX

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