Consumer complaint received 2026-04-07 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Dear Sir/Madam, I am writing to formally file a complaint regarding a credit account issued through Synchrony Bank in connection with a purchase I made at XXXX XXXX XXXX At the time of purchase, I was guided by the sales representative to apply for a Synchrony Bank credit card ( XXXX XXXX XXXXSYNCHRONY BANK ) , and I was clearly led to believe that the financing offered was XXXX % interest with fixed monthly installment payments. Based on this understanding, I agreed to proceed and set up automatic monthly payments, which have been consistently made on time. However, I was never informed that this was a deferred interest promotional offer, nor that I would be required to pay off the full balance within a specific promotional period to avoid interest charges. This critical condition was not clearly disclosed to me. Earlier this year, I noticed an unexpected increase in my monthly payments and contacted customer service. I was then informed that the promotional period had ended and that interest had been applied retroactively. This was the first time I became aware of such terms. At that point, I clearly explained that : I had not been properly informed, This situation was unfair, I was willing to immediately pay off the full remaining balance if the interest charges were waived. Despite reaching out in good faith, I was completely left without support. I received no follow-up, no written explanation, no callback, and no meaningful assistance. I made multiple attempts to resolve this issue, including contacting customer service and using the online chat. Each time, I was simply told that nothing could be done. I was left alone, unsupported, and without any guidance in a situation that was not properly disclosed to me. Your systems also lack transparency. There is no clear access to : Promotional terms, Interest rates, Promotion timelines, How and when interest is applied. Ultimately, I paid off the full remaining balance. However, I was charged {$1000.00} in interest on a total purchase of approximately {$3200.00}, despite making consistent monthly payments. Because I no longer wish to deal with Synchrony Bank and could not get any meaningful support, I paid this amount under pressure and am now escalating this matter to your office. I strongly believe this situation constitutes : Misleading financing practices, Lack of informed consent, Failure to provide adequate customer support, Unfair and excessive interest charges. Had I been properly informed and supported, I would have paid off the balance before the promotional period ended and avoided all interest charges. In addition, due to this experience, I no longer wish to maintain any relationship with Synchrony Bank. I am requesting that my account be closed immediately once this matter is resolved. As a consumer, I respectfully ask that my rights be protected and that this matter be reviewed fairly. I request that Synchrony Bank refund the interest amount that I was unfairly charged. Therefore, I am formally requesting : A full refund of the {$1000.00} interest charged, A review of my account for any additional undisclosed fees, Immediate closure of my account upon resolution, A clear written explanation of how these charges were calculated, Confirmation of corrective action taken. If this matter is not resolved promptly, I will continue to pursue this complaint through all appropriate regulatory channels. I expect a fair and timely resolution. Sincerely, Account Number : XXXX XXXX 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 explanation