Consumer complaint received 2026-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Unexpected increase in interest rate
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am writing to dispute and request a review of the balance and interest charges on my CareCredit account. In XXXX, I opened a CareCredit account with a credit line of approximately {$13000.00}, subject to a no interest if paid in full within 24 months promotional offer. Due to an unexpected diagnosis of XXXX XXXX, a XXXX, and related XXXX XXXX, I was unable to pay the full promotional balance within that period. Throughout this time, I continued to make timely monthly payments through automatic payments. By sometime in XXXX, my outstanding balance had been reduced to approximately {$9000.00}. My intention at that time was to pay off the remaining balance in full ; however, in XXXX I underwent three additional XXXX and incurred substantial medical expenses. Because of this, I was not able to pay off the account as planned, although I continued making ontime payments each month. Recently, as my health has somewhat stabilized, I reviewed my account and was shocked to find that, as of XX/XX/XXXX, my balance had increased to approximately {$18000.00}. It appears that the balance has effectively doubled due to the assessment of deferred interest and/or penalty interest, and that I am now being charged an interest rate of about 34 % on this higher balance. My monthly interest alone is approximately {$430.00}. I also received a notice indicating that if I pay approximately {$790.00} per month for three years, I will pay a total of about {$28000.00}. The notice further states that if I make payments of approximately {$660.00} per month, I will pay a total of about {$63000.00} over 29 years. This suggests that I am being charged very high interest and possibly retroactive or deferred interest on top of the original charges. I understand that I did not pay the promotional balance in full within the required period, and that interest may therefore apply. However, I do not believe that doubling my balance and assessing what appears to be both deferred interest and an ongoing 34 % interest rate on the increased balance is fair or fully consistent with my understanding of the original terms. I am requesting : 1. A complete, itemized accounting of my account from the date it was opened, including : All charges, payments, fees, and interest assessments. The exact terms of the promotional no interest if paid in full offer, including what happens if the balance is not paid in full. The date the promotional period ended and the method used to calculate any deferred or retroactive interest. 2. A review and reconsideration of the added interest and fees in light of my documented medical hardship, including : Waiver or reduction of deferred interest and/or penalty interest. Adjustment of the interest rate to a more reasonable level. A fair and affordable repayment plan that will allow me to pay off the actual amount borrowed, plus reasonable interest, without the balance growing excessively. I have been dealing with serious health issues, including XXXX and multiple XXXX, and have nevertheless continued to make ontime payments. I am not refusing to pay what I legitimately owe, but I am asking that the current balance and interest structure be reviewed and adjusted so that I am not effectively paying more than double the original amount financed. Please provide a written response to this letter, along with the requested account history and explanation of all charges and interest calculations. I am willing to work with you to resolve this matter in good faith. Thank you for your time and consideration.

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