Consumer complaint received 2026-01-19 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Unexpected increase in interest rate
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
To Whom It May Concern, I am submitting this complaint regarding a financing issue related to a furniture purchase from XXXX XXXX XXXXXXXX in XXXX, Texas. 

I purchased furniture from XXXX XXXX in XX/XX/2023 under a 36 month promotional financing agreement with no interest, provided the balance was paid within the promotional period. XXXX XXXX handled the sale, financing setup, and all associated paperwork. 

A few days after completing my purchase, I discovered that some of the same furniture items I had purchased were listed on XXXX website at a lower price. I contacted the XXXX sales agent ( XXXX XXXX ) to request a price match. 

The sales agent informed me via text message that in order to match the lower price on those specific items, the financing for only those items would need to be adjusted to a 12 month promotional term, while the remainder and majority of my purchase would remain under the original 36 month financing agreement. I agreed to this arrangement with the clear understanding that : Most of the furniture would remain on a 36 month no-interest plan, and Only a small portion of the order related to the price match would be under a 12 month term At no time was I informed that the entire order would be converted to an 18 month financing plan, nor did I knowingly agree to such a change. 

Recently, while reviewing my account statements, I discovered that a significant portion of my payments had been applied to interest. Upon contacting the financing bank ( Synchrony ), I was informed for the first time that my account was set up as an 18 month financing agreement for the entire purchase, not the agreed 36 month term for the majority of the furniture. 

The bank advised me that once the 18 month period ended, interest began accruing because the balance was not paid in full. As a result, I have now been charged over {$4000.00} in interest, which I should not have owed under the agreed promotional terms. 

I immediately contacted both the bank and XXXX XXXX to correct this issue. The bank informed me that any correction to the financing terms must be initiated by XXXX XXXX, as they are the merchant that structured and submitted the financing agreement. 

Since then, I have made multiple attempts to resolve this matter directly with XXXX XXXX Despite providing documentation and explanations, I have received no meaningful assistance or resolution. I was advised that nothing could be done, even though the financing setup and any errors associated with it were handled by XXXX XXXX  and their sales representative. 

I am attaching : A copy of the contract in my possession Text message communication with the XXXX sales agent confirming the financing discussion Account statements showing the interest charges I did not knowingly agree to an 18 month financing plan for the full purchase, nor was I informed that interest would begin accruing after 18 months on the entire balance. Had I been aware of this, I would have taken action to avoid interest charges. This situation appears to be the result of an error or misrepresentation in how the financing was structured and submitted by XXXX XXXX. 

I am requesting the following resolution : Correction of the financing terms to reflect the agreed promotional periods Removal and refund of all interest charges applied in error Written confirmation that my account reflects the corrected terms I am submitting this complaint in good faith and respectfully request assistance in ensuring this matter is properly reviewed and corrected. 

Sincerely, 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 monetary relief