Consumer complaint received 2025-12-19 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: IL

Complaint narrative:
On or about XX/XX/XXXX, I financed a mattress purchase through Mattress Firm using a deferred interest promotional offer from Synchrony Bank titled No Interest If Paid in Full in the amount of approximately {$6300.00}. The promotion carried an expiration date of XX/XX/XXXX, providing an approximately 24-month promotional period. 

I made consistent payments on the account, all of which were set up on automatic payment. I reasonably relied on Synchrony Banks autopay system to manage the account and comply with the promotional terms. At the beginning of the promotional period, my monthly payments were in the {$200.00} range, which reasonably indicated that the balance was being paid down in a manner consistent with satisfying the paid in full requirement by the promotional expiration date. 

However, without explanation or notice, my automatic payment amounts were later reduced significantly, including payments of approximately {$100.00}, {$110.00}, and {$110.00}. I did not request these reductions and was not informed that the lowered payments would be insufficient to meet the promotional payoff requirements. As an autopay user, I reasonably relied on the scheduled payments set by Synchrony Bank. Had the payments remained consistent at the original level, the balance would have been substantially reduced or fully paid within the promotional period. 

At the time the promotion expired, I had an outstanding promotional balance of approximately {$2700.00}, as reflected in my Synchrony Bank statement dated XX/XX/XXXX. 

On XX/XX/XXXX, Synchrony Bank assessed deferred interest in the amount of {$3700.00}, with a Billed Interest Charge totaling {$3800.00}, followed by additional monthly interest charges of {$160.00} on XX/XX/XXXX, and {$160.00} on XX/XX/XXXX. These charges were unexpected and caused my account balance to increase to over {$6500.00}. 

Although the XX/XX/XXXX statement included general language about paying the promotional balance in full to avoid deferred interest, it did not clearly disclose the specific amount of interest that would be applied or warn that automatic payment reductions could result in substantial charges. While the statement suggested making multiple payments if needed, it did not clearly warn that standard autopay payments could fail to satisfy the promotion, resulting in thousands of dollars in deferred interest. 

During this same period, my family experienced multiple deaths, which limited my ability to actively monitor the account beyond relying on autopay. My authorized user, XXXX XXXX, contacted Synchrony Bank on my behalf to request a courtesy adjustment or reduction of the deferred interest, but the request was denied. 

I believe the combination of unclear disclosure, unexplained reductions in automatic payment amounts, and the structure of the deferred interest promotion resulted in severe and unexpected financial harm. Under these circumstances, I respectfully request the removal or substantial reduction of the deferred interest as a fair and reasonable resolution. Upon resolution of the deferred interest issue, I am willing to promptly pay the remaining principal balance. 


Attachments : 1.XXXX XXXX  statement dated XX/XX/XXXX ( shows promotional balance, autopay payment, and original purchase amount ) 2.Statements showing deferred interest and subsequent monthly interest charges 3.XXXX XXXX purchase documentation. 

4.Bank statement showing {$200.00} payment from Synchrony

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