Consumer complaint received 2025-11-17 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: SYNCHRONY FINANCIAL
State: CO

Complaint narrative:
Below is the email I sent to the CEO of Synchrony as well as the followup I have been keeping track off for the last 5 months now. 



Dear XXXX XXXX, I am an existing customer for a loan I have with Synchrony. 
I am sending this letter that I am truly fed up the way that this all has been handled as a customer. 

I had a promotion loan that was no interest and no payments for the 1st year. 
I started making payments as of XX/XX/XXXX, When you switched from XXXX  to Synchrony I am now unable to make more payments if I am signed up under auto pay, so I make manual payments each month so I can add more towards the principal. 

I spoke to an agent XXXX initially and was told this is the way it is, and I asked her to speak to a supervisor, I was contacted to XXXX ID # XXXX ) This was the day of the conversion, I explained to him my complaint, nd he said yes we are aware of the problem as he was swamped with complaints from customers that day, It's pretty appearant that the system was not beta tested before it was released. He told me that if I make the payment before the cut off date I can manually add an additional amount, which I have done. To this day the website is still not fixed. 

I then starting looking at my payments on line, as this week I received a paper statment, I did not request a paper statement, Now There is no way to stop paper statements due to the new system. Again no one bothered to beta test this out? So now you are wasting money by sending everyone statements for the life of there loans. 

I went on line and communicated with an agent by the name of XXXX XXXX, who had no clue as to what I was asking. 


I then called the next day and spoke to another Supervisor by the name of XXXX ID # XXXX, I asked her if i am on a fixed APR and have made payments on time + additional to the principal, why my interest rate is fluctuating and going up? 
XXXX XXXX- {$170.00} XXXX- {$180.00} XXXX- {$190.00} XXXX- {$190.00} XXXX- {$170.00} XXXX- {$190.00} XXXX- {$180.00} XXXX {$180.00} XXXX- {$180.00} XXXX- {$170.00} She put me on hold for 10 minutes and came back and said I looked at it and 2 other people did and we can't figure out why?? She than said we don't know what the promotion prior was so we have to request the agreement be sent to you and that takes 2 weeks, than call me back so we can go over? 

Go over what? I just explained what the loan promo was for. I then looked at 2 documents from Sychrony that says the loan is 120 months and another saying the loan is 132 months? 

I called today and spoke to another Supervisor XXXX and explained to her that i have a paper statement saying my interest charge as of the XX/XX/XXXX statement was {$190.00} ( The highest its been yet ) She said she does not see that on my account. How can that be if I have a hard copy stating this??? 

I asked for an amortization statement so I can see what the balance is to get another loan to pay this one off, and she said that is what XXXX has requested. It's not what she requested, XXXX said she was requested a copy of the statements and loan agreement. 

This is a complete mess as the agents are not informed as to what is going on and can't answer questions properly, and some of the supervisors as well. 

I am requesting to be called back from someone from corporate to resolve this. 

Sincerely, XXXX On XX/XX/XXXX, XXXX I sent this response after 2 months no response : Hello, It has been way past the time I was to receive a phone call back from someone from the corporate office. 
Please advise. 

They responded with the same canned answer from over 2 months ago the next day. 
I called there corporate number stating I am still waiting for an answer. 
I was told an agent by the name of XXXX was working on my case and her extention was XXXX x XXXX, She left me a voice mail, I called her back and she told me she was out sick and my case was on her desk- she was sick for over 3 weeks?? 
and no else took my case or bothered to give me the courtesy of follow up call? 
She said that it would take 3 weeks ( Another 3 weeks- unreal ) to review my case and she would get back to me, I told her by XX/XX/XXXX I would receive a reply, she said yes, As you can see, I am sending you also this info because yet again no one has gotten back to me or figured out my questions. 
This company seriously needs to be looked into. 

I just called and left a message again, I was stern and said I want an answer within 2 hours or I am sending this complaint to the CFPB and here I am. 

In summary here are the issues : AutoPay can only be done if you make the minimum payment. 
You cant opt out of physical statements. 
The interest rate is all over each month with a Fixed APR and I made all payments on time plus additional to the principal. So how can the finance rate the XXXX month go from {$170.00} and now this month be higher at {$170.00}?

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