Consumer complaint received 2026-06-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: OH

Complaint narrative:
Synchrony Bank sent me a notice in the mail at the beginning of XXXX to notify that the XXXX XXXX product was to be retired and any existing accounts would be transitioned into the Synchrony XXXX. I was then issued a Synchrony XXXX in XX/XX/XXXX with an account that started with a XXXX balance. On XX/XX/XXXX, I made my first purchase with the Synchrony XXXX for {$27.00}. On XX/XX/XXXX, Synchrony automatically posted a " minimum interest charge '' of {$2.00} to the account. I was unaware of this interest charge until I checked my first statement on XX/XX/XXXX and contacted their customer service department. The {$2.00} was refunded to my account, and I also insisted they file a complaint because this was obviously a discrepancy on Synchrony 's end. The representative at the time said I should receive a response within 30 days. I had already scheduled to pay the full statement balance for {$29.00} on XX/XX/XXXX, the date it was due, and resumed making purchases. Then on my XXXX statement, I noticed yet again a " minimum interest charge '' of {$2.00} posted XX/XX/XXXX. I contacted Synchrony Bank customer service again on XX/XX/XXXX and had to once more explain that two concurrent statement cycles have received interest charges. The representative refunded the {$2.00} interest. I then asked what was the status of my XX/XX/XXXX complaint, and they confirmed it was showing as 'filed ' and I should've been contacted at this point. The representative then submitted an escalation for follow-up. However, the representative alludes to a possible problem that may have occurred during the transition from the XXXX XXXX over to the Synchrony XXXX because on their system it shows a {$2.00} previous balance from the XXXX XXXX, but both the desktop and mobile app show the XXXX XXXX was closed with a XXXX balance. Following this call, I decided to wait closer to my XX/XX/XXXX due date to schedule a payment so that way I can not only account for the last statement balance of {$130.00}, but also any additional purchases made before the next statement cutoff date. Then I scheduled a payment for {$430.00} in advance of XX/XX/XXXX. Today, XX/XX/XXXX, I check the Synchrony XXXX account to see the XXXX statement has officially posted. The statement shows on XX/XX/XXXX, an " interest charge on purchases & balance transfers '' for {$3.00}. I immediately contact Synchrony customer service and for a third time have to explain this issue where I keep receiving an interest charge each statement cycle. The first representative says they've processed a refund on the {$3.00}, but said that the interest will continue because the balance isn't being paid off in full, which I know is false information and ask to speak with a manager on duty. They transfer me to a second representative that is a manager. The second representative explains that even though I submitted a complaint, Synchrony will not contact the customer unless " you ask for a callback ''. Considering it has been nearly 60 days from when I filed a complaint, I should've at least received an email or physical mail acknowledging the complaint. On the rare chances I've had to file complaints thru other credit card companies for discrepancies, they did send a notice within 30 days. However, Synchrony Bank has done absolutely nothing. So the second representative acknowledged that there was an issue with the XXXX XXXX conversion where the system has charged interest on a XXXX balance or charged interest if a payment is made early or on time. The second representative also said that because one bill received an interest charge, then it will be trailing interest and each time it will get waived. Except it is a HUGE inconvenience to me, and to any Synchrony Bank credit card holder, to have received THREE interest charges so far that I had no responsibility to receive whatsoever. THUS, THESE INTEREST CHARGES ARE A DIRECT RESULT OF SYNCHRONY BANK 'S NEGLIGENCE! And rather than accept responsibility and immediately fix the recurring interest charge issue, Synchrony Bank has continued to place this fault myself, the consumer.

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