Consumer complaint received 2025-10-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
XX/XX/XXXX Synchrony Bank XXXX XXXX Relations XXXX XXXX XXXX XXXX, PA XXXX To whom it may concern : I have had the XXXX XXXX Credit Card for 20+ 20 years and have paid my balance every month in full during that time including financing my car through Synchrony bank. My credit score is XXXX!! 
In the beginning of XXXX, I began receiving letters that my email address was rejecting an email from you to advise me that my credit card statement is available. ( a notification that I did not request or need ) It advised me to check the email address and/or change it. When the email does not go through, your system automatically changes my account back to paper statements and charges me {$1.00} even though I have selected paperless statements. Let me say that I have had the email addresses given to you for 20+ years and have had no problems.

I began making multiple phone calls to discuss this problem and at no time did any representative offer to escalate this problem to your IT department. Their only advice was to change the email address. I changed the email address three times and only the last one finally worked.

Even though I was charged {$1.00} twice for a paper statement ; I never received a paper statement until after the account was closed. I was credited once for the {$1.00} as you can see in my notes. 
Here are the phone calls I made over the last months : XX/XX/XXXX Letter received XX/XX/XXXX XXXX XXXXXXXX XXXX  checked the email and it is correct XX/XX/XXXX letter received XX/XX/XXXX XXXX XXXXXXXX changed email to XXXX XX/XX/XXXX XXXX asked for XXXX XX/XX/XXXX Mgr. XXXX XXXX credited {$1.00} and added XXXX to my approved recipients XX/XX/XXXX XXXX added approved recipients but still not working, but still not receiving emails. 
XX/XX/XXXX closed account due to this issue that they could not resolve XX/XX/XXXX XXXX my account was charged {$1.00} again after I closed the account and did not receive a paper statement. She would not credit {$1.00} XX/XX/XXXX XXXX XXXX would not credit {$1.00} refused to escalate request XX/XX/XXXX XXXX XXXX would not credit {$1.00} refused to escalate request I closed the account on XX/XX/XXXX due to the multiple problems with this {$1.00} charge. I did not want to do this but felt that I had no choice but to do so. 
I waited to see if the charge would be removed since there has been no activity since closure, but was still charged a second {$1.00} now plus finance charges. However, I was told that I would be charged {$1.00} forever even though the account is closed. 
Due to the problems and multiple phone calls, I respectfully request that you remove the second {$1.00} and {$2.00} finance charge. I feel that I have made an effort to work with your company without success. 
I appreciate your attention to this matter, and I hope that you can sympathize with me concerning this issue. 
It is time to part ways with me and Synchrony bank, so I no longer must deal with this issue. At XXXX XXXX XXXX, I can not continue to be stressed by this situation. 
I am also contacting the Consumer Financial Protection Bureau as you have left me no choice but to do so since I can not get this resolved via your representatives. 

Sincerely, XXXX XXXX XXXX : Consumer Financial Protection Bureau

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