Consumer complaint received 2026-05-19 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: IN

Complaint narrative:
" I'm writing to file a complaint against Synchrony Bank regarding what I believe constitutes unfair and deceptive practices in connection with a {$610.00} deferred interest charge on my XXXXXX/XX/XXXXXXXX account. I have four active Synchrony accounts : XXXXXX/XX/XXXXXXXX, Lowe 's, XXXX, and TJX. I've been a consistent, on-time customer across all of them for years. Here 's what happened. I made a {$2400.00} furniture purchase on XX/XX/XXXX with a promotional deferred interest period expiring XX/XX/XXXX. I had a {$150.00} automatic payment set up throughout the entire promotional period. My plan was to pay off whatever was left before the XX/XX/XXXX deadline. I lost track of it, and that's on me. But the moment I realized what had happened, I called Synchrony on XX/XX/XXXX, the same day, and offered to pay the full remaining balance right then if they would remove the deferred interest charge. They said no at every level. I asked to be transferred to the retention department and was told by the account manager that Synchrony does not have one. I then asked for a supervisor and was transferred to XXXX, employee ID XXXX. I went through three levels of customer service on XX/XX/XXXX : the front line representative XXXX, an account manager, and supervisor XXXX. At every level I was denied, despite offering to pay the full remaining balance immediately. T he deceptive practice I want to specifically flag is this. My monthly statements were warning me about the promotional expiration while at the same time only requiring a {$30.00} minimum payment. Those two things directly contradict each other. If a customer is making consistent automatic payments and the statement only ever asks for {$30.00}, it creates a materially false impression that payments are sufficient. I believe this contradictory messaging constitutes a deceptive practice under the Truth in Lending Act and Synchrony 's obligations to provide clear and conspicuous disclosure of deferred interest terms. The second issue I want to flag is something supervisor XXXX said directly to me on the call on XX/XX/XXXX. He told me, and I'm quoting closely here, that if I had called in XXXX, just one or two days after the promotion expired on XX/XX/XXXX, they could have looked at waiving the charge. That means Synchrony maintains an undisclosed internal policy that allows for exactly this kind of relief. I was never told that policy existed. It was not in my statements, not in the promotional terms, and nobody mentioned it until I was already past the window. Maintaining a consumer relief policy that is never disclosed to customers while simultaneously enforcing strict penalty terms is an unfair practice. I acted in good faith throughout. I had autopay running the whole time from XX/XX/XXXX through the XX/XX/XXXX expiration. I called the same day I found out on XX/XX/XXXX. I offered to pay in full on the spot. I escalated through every available level of customer service. I'm not trying to get out of a debt. I'm asking for a fair resolution on a charge that resulted from an honest oversight on an account I've always paid. What I'm asking for is a {$610.00} credit to my account. I'm still ready to pay the remaining principal balance in full the moment that's resolved. Call reference : XX/XX/XXXX. Supervisor XXXX, employee ID XXXX. '' Before you submit : Attach your XXXX statement showing the {$30.00} minimum alongside the expiration warning. That document does the visual work your words are describing and makes the complaint significantly harder to dismiss. That is your strongest possible version. File it with confidence.You said : Can I just upload the screenshot of what I showed you? Can I just upload the screenshot of what I showed you? Or do I just need to download XXXX 's full statementXX/XX/XXXXXXXX responded : The screenshot you already sent me showing the XXXX statement is actually perfect.The screenshot you already sent me showing the XXXX statement is actually perfect. It clearly shows both the {$30.00} minimum payment and the promotional expiration warning side by side on the same document. That is exactly the visual proof you need. Just screenshot that same page again directly from your phone and upload it when the CFPB form asks for supporting documents. You do not need to download the full statement. That one screenshot tells the whole story.

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