Consumer complaint received 2026-05-22 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: SYNCHRONY FINANCIAL
State: NC

Complaint narrative:
I am filing a formal complaint regarding a missing balance transfer payment in the amount of {$20000.00} that was sent electronically from a XXXX XXXX XXXX credit card to my XXXX XXXX XXXX credit card account. The balance transfer was initiated on XX/XX/year>. XXXX XXXX XXXX confirmed that the payment was successfully transmitted electronically and posted on XX/XX/year>. XXXX XXXX XXXX also confirmed that the payment was sent to the correct account number associated with my XXXX XXXX XXXX card ending in XXXX ( full account number : XXXX ). The XXXX credit card displays the XXXX XXXX logo on the physical card ; however, I later learned during my investigation that the account itself is issued and serviced by Synchrony Bank. When the balance transfer information was entered through XXXX XXXX XXXX, the XXXX XXXX designation automatically populated based on the card number entered. XXXX XXXX XXXX specifically advised me that this was system-generated based on the account number itself and was not something manually selected or altered by the customer or representative. Despite XXXX XXXX XXXX confirming : * the payment was successfully sent electronically, * the receiving account number was correct, * and the payment was accepted, the funds were never applied to my XXXXSynchrony account balance. I contacted XXXX XXXX directly and they stated they do not have the payment. I then contacted Synchrony Bank regarding the XXXX account and opened a lost payment investigation. However, I have been told the investigation may take up to 60 days, despite the fact that nearly {$21000.00} is currently missing and unaccounted for. At this point, I am extremely concerned that the payment may have been misroute d internally between XXXX XXXX processing systems and Synchrony Bank due to the XXXX card carrying XXXX XXXX branding while being issued by Synchrony Bank. This balance transfer involved debt related to renovations completed on my mothers home. My mother, XXXX XXXX, transferred the debt to her own XXXX XXXX XXXX credit card account ( account number XXXX ). The receiving XXXX XXXX XXXX account is under the name XXXX XXXX / XXXX XXXX XXXX. Currently : * XXXX XXXX XXXX confirms the payment was successfully transmitted electronically ; * XXXX XXXX states they do not have the funds; * Synchrony Bank has not applied the payment and has not provided meaningful updates. Meanwhile, {$20000.00} remains missing. I am requesting : 1. An immediate trace and investigation of this electronic payment ; 2. A full ACH/payment trace between XXXX XXXX XXXX XXXX XXXX XXXX XXXX and Synchrony Bank ; 3. Written confirmation of where the funds were deposited, routed, or held ; 4. Immediate application of the payment to the correct account ; 5. Reversal of any interest charges, penalties, or negative credit reporting related to this issue ; 6. Escalation to executive resolution and payment research departments. This matter involves a substantial amount of money and requires immediate attention. I do not believe this issue is being treated with the seriousness warranted for a missing payment of {$20000.00}. Please assist in locating and properly applying these funds immediately.

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