Consumer complaint received 2026-03-05 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: IL

Complaint narrative:
I am writing to formally file a complaint regarding the handling of my Mattress Firm credit account issued through Synchrony Bank. I am extremely disappointed in how this matter was handled and the consequences that resulted from misinformation provided by your representatives. This situation involves a transaction processing error between two Mattress Firm store locations, followed by incorrect guidance from Synchrony customer service, which ultimately led to the closure of my account and the loss of my promotional 0 % interest financing, despite my account being in good standing and my payment history being on time. In XX/XX/year>, I attempted to make a purchase at the Mattress Firm location in XXXX, Indiana for a mattress for my granddaughter. My son was physically present in the store while I attempted to make payment over the phone using my Mattress Firm credit card. The transaction did not go through. I was told by the store that I would need to go to a physical store location with my card to complete the purchase. A representative then asked which store I would visit and stated that the request would be sent there. Because I live in Illinois, I went to the Mattress Firm store in XXXX, Illinois and completed the purchase in person the same day. During this transaction, the store representative struggled multiple times to process my payment because he did not know how to properly run the Mattress Firm credit card. He repeatedly attempted to run it as a Visa/Mastercard transaction , and had to call for assistance before the payment was finally processed. Based on this experience, I believe the same processing error likely occurred when I initially attempted the purchase over the phone at the XXXX location, which explains why that transaction did not complete. When my statement generated, I noticed : Four pending transactions from XXXX, Illinois One completed transaction from XXXX, Indiana This was extremely confusing because I never completed a purchase in XXXX. My only completed purchase occurred in XXXX, Illinois when I physically went into the store with my card. Naturally, this raised concerns that I had been incorrectly charged. I contacted Synchrony customer service to explain the situation and was instructed by your representative to file a dispute. Following the instructions provided by your representative, I filed the dispute. Later, I received notice that the dispute had been declined. When I called again, I spoke with a supervisor who informed me that I would need to contact the store directly to resolve the issue. At that time, the supervisor removed most of the pending transactions from my account, however one pending transaction for {$270.00} still remains. Eventually, I reached a supervisor at the XXXX Mattress Firm location, who was the only person able to clearly explain what had actually occurred. She informed me that : The XXXX store took credit for the purchase because the transaction request was transferred to the XXXX XXXX The pending XXXX transactions were temporary authorization holds that would fall off Only one finalized transaction should remain This explanation made complete sense and clarified the entire situation. However, this information should have been clearly explained by Synchrony customer service before instructing me to file a dispute. Despite my account being in good standing and my payment history being on time, my account has now been closed due to risk management. As a result of this closure : My available credit history and limit have been negatively impacted My monthly payment has increased My 0 % promotional interest financing has been removed I am now being charged interest on a balance that was previously under a promotional financing agreement This outcome is completely unjust, particularly because the dispute that appears to have triggered the closure was filed only because your representative instructed me to do so. Had the transaction processing been properly explained from the beginning, no dispute would have ever been filed. The handling of this matter raises serious concerns regarding compliance with federal consumer protection laws, including : Fair Credit Billing Act ( 15 U.S.C. 1666 ) Consumers have the right to dispute billing errors without fear of retaliation or punitive account actions when acting in good faith. Truth in Lending Act ( 15 U.S.C. 1601 et seq. ) Creditors must clearly disclose and honor the terms of promotional financing agreements. Unfair or Deceptive Acts or Practices ( UDAP ) Providing incorrect guidance to consumers that leads to adverse account action may constitute unfair servicing practices. In this case, I acted in good faith and followed the instructions provided by your representatives, and I should not be penalized for doing so. Additionally, there is still one pending transaction for {$270.00} that has not been removed, further demonstrating the confusion surrounding the transaction processing. I have included screenshots of the pending transactions for your review. Anyone reviewing these charges would reasonably find the activity confusing, which is exactly why I contacted customer service in the first place. In light of the circumstances described above, I respectfully ask that Synchrony review this matter and consider the following actions to resolve the situation fairly : 1. Reopening my Mattress Firm Synchrony credit account 2. Restoring the original promotional 0 % interest financing associated with the purchase 3. Removing the remaining pending transaction from my account 4. Correcting any negative credit reporting that may have resulted from this situation 5. Reviewing the guidance provided by customer service representatives to ensure customers are given accurate information when seeking assistance I would also greatly appreciate the opportunity to speak with a member of the Synchrony Executive Office so that this matter can be discussed and resolved appropriately. It is my understanding that this situation resulted from a combination of transaction processing between store locations and the instructions I received when contacting customer service for assistance. At every step, I acted in good faith and followed the guidance provided to me. I have always maintained my account responsibly and in good standing, which is why this outcome has been particularly disappointing. I truly hope that after reviewing the circumstances, Synchrony will agree that this situation warrants reconsideration. Thank you for taking the time to review my concerns. I appreciate your attention to this matter and look forward to your response.

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