Consumer complaint received 2025-06-20 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: AL

Complaint narrative:
On XX/XX/XXXX, I called CareCredit XXXX Synchrony Bank ) to pay off the full remaining balance on one of my two promotional loans before the deferred interest deadline. The first representative mistakenly attempted to apply a {$150.00} payment instead of the full amount. I immediately called back, and the second representative told me that the partial payment would be canceled. She then took my card information and confirmed that the full balance approximately {$760.00} would be applied to the correct loan. She explicitly told me, Congratulations, your balance is paid off.

At the time, I had two loans. I knew the second still had a balance, but I had autopay scheduled to handle that one. The purpose of my call was to ensure that the first promotional loan was paid in full before the deferred interest expired which I was told had happened. 

I was never told to expect a confirmation number, and I was not advised to check my bank account. I received no email, phone call, or alert warning of a problem. Based on the representatives confirmation, I had no reason to believe anything had gone wrong. 

On XX/XX/XXXX, I logged into my CareCredit account after noticing a major drop in my credit score. I discovered that deferred interest had been applied retroactively to the first loan and had continued accruing. My total balance had grown so much that it now exceeds my {$2500.00} credit limit. I called CareCredit immediately. One representative acknowledged a note referring to a payment attempt or credit on XX/XX/XXXX, but no transaction had ever been processed. 

I was told by management that I was responsible because I never received a confirmation number. However, confirmation numbers were never mentioned during the call, and the representative had clearly told me the balance was paid off. I had no reason to question that at the time. 

In XX/XX/XXXX, I was also charged additional deferred interest related to this same issue. This was not a new problem it was a continuation of the original payment failure that had never been resolved. No one contacted me between XXXX and XXXX to explain what had happened or to help correct the situation. 

After reviewing my records, I later found a letter dated XX/XX/XXXX. I had not seen it at the time, and even now it is vague and confusing. It refers to a reallocation not being completed because a payment wasnt received but does not clearly state that my full balance remained unpaid or that deferred interest would be applied. It also arrived nearly XXXX weeks after I was told the account was paid in full. I had no reason to interpret it as a warning, and nothing else was sent to clarify the situation. 

Since then, every time Ive tried to resolve this, Ive been given the runaround or blamed for not catching the error myself even though I acted in good faith, provided my card info, and was explicitly told my account was settled. Ive done everything reasonably within my control, but I am now left with accumulated charges, credit damage, and no clear resolution from the company.

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