Consumer complaint received 2026-06-09 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Unexpected increase in interest rate
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
I am filing a formal complaint against Synchrony Bank ( CareCredit ) regarding approximately {$9400.00} in retroactive interest charges applied to my account following the expiration of a promotional financing period. The interest was applied after the expiration of a promotional period for which I did not have adequate visibility or tracking ability. I have been a CareCredit/Synchrony customer for over 20 years, maintain multiple accounts, and all of my accounts are in good standing. I have a consistent history of responsibly managing promotional balances and paying them off within the required timeframes. This situation represents a significant and unusual deviation from my normal account performance. My complaint is based on the following : 1. Inadequate Disclosure of Deferred Interest Terms The promotional financing terms were not clearly or adequately disclosed as a deferred interest promotion in a manner that made it evident that the full amount of accrued interest would be retroactively applied if the balance was not paid in full prior to the expiration date. 2. Lack of Statement Access and Promotional Visibility I did not receive or have consistent access to account statements or sufficient account visibility that would have allowed me to : - Track the promotional expiration date - Monitor the remaining promotional balance - Understand the amount of deferred interest accruing This lack of visibility materially impaired my ability to manage the account and ensure timely payoff of the promotional balance. 3. Exceptional Personal Circumstances During the time this promotion was active, I experienced the loss of both my mother and my mother-in-law within a short period. These circumstances created significant personal hardship and understandably impacted my ability to closely monitor account activity and promotional timelines. Despite this, I continued to act in good faith and maintained all Synchrony accounts in good standing. 4. Failure to Resolve Through Standard Customer Service Channels I made multiple attempts to resolve this matter through CareCredit/Synchrony customer service. However, representatives were unable to provide meaningful assistance, escalate the issue appropriately, or offer any reasonable resolution despite the significant financial impact. Resolution Requested : - A full review of the {$9400.00} in retroactive interest charges - A goodwill adjustment, reduction, or full reversal of the interest assessed - Review of statement delivery and promotional disclosure practices associated with this account - Consideration of a one-time courtesy exception based on long-term account history, good standing status, and the circumstances outlined above Given my 20+ year relationship with Synchrony, my strong payment history, and the lack of clear visibility and disclosure surrounding this promotion, I believe this situation warrants a fair and reasonable resolution. I respectfully request a formal written response outlining the findings of your review and the actions taken to resolve this matter.

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