Consumer complaint received 2026-05-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
I am filing a complaint against Care Credit/Synchrony Bank regarding deceptive account servicing and inaccurate late payment reporting. On Saturday, XX/XX/year>, I contacted Care Credit/Synchrony Bank to request a payment skip/deferment. During that call, a manager explicitly confirmed that : * the payment skip request had been successfully processed, * no payment was due at this time, * and my next payment due date would be at the end of XXXX. I relied on these representations and therefore did not submit a payment. I later discovered that the payment had not actually been skipped, a late fee was assessed, and the account was being treated as delinquent. I contacted customer service again and spoke with another manager named XXXX. XXXX confirmed that the previous conversation and representations had occurred, including that I had been told the payment was successfully skipped and that no payment was due until the end of XXXX. Despite confirming this, he stated there was nothing he could do to correct the issue. XXXX offered to waive the late fee, which further demonstrates the company acknowledged servicing error or misinformation occurred. However, he also stated that Synchrony would still report the payment as late/missed to credit reporting agencies despite the banks own admitted misinformation and despite my reliance on the representations made by their management staff. Additionally, during the interaction, XXXX was evasive regarding complaint escalation options and only provided a PO Box for written correspondence while avoiding providing direct escalation contact information. The interaction was passive aggressive, dismissive, and appeared designed to discourage escalation and withhold meaningful assistance. I believe Synchrony/CareCredit engaged in unfair and deceptive servicing practices by : * providing false information regarding payment deferment, * failing to properly process or honor the represented deferment, * causing financial harm through detrimental reliance, * and threatening/reporting inaccurate delinquency information despite acknowledging the servicing conversation occurred. I am requesting : 1. Immediate correction of the account status, 2. Removal/prevention of any negative credit reporting related to this incident, 3. Written confirmation that the account will not be reported as delinquent, 4. Removal of any late pa yment notation already furnished, 5. Review and preservation of all call recordings and account notes related to my Saturday call and subsequent escalation call, 6. Written explanation of why I was told the deferment was approved when Synchrony now claims it was not. This issue resulted directly from Synchrony/Care Credits own representations and servicing failures, not from refusal or neglect to pay on my part.

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