Consumer complaint received 2025-07-24 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
In XX/XX/XXXX, I opened a credit card account with Synchrony Bank through a Mattress Firm promotion. The promotion advertised XXXX months of interest-free financing on a {$2200.00} purchase, expiring in XX/XX/XXXX. During the sign-up process, I was directed to enroll in autopay and paperless statements as part of the online application experience. 

I enrolled in autopay and selected the recommended minimum monthly payment, as guided during the application process. I did not calculate this payment myselfrather, it was presented by Mattress Firm/Synchrony as sufficient. My understanding, based on the promotional materials and lack of any disclaimer to the contrary, was that this minimum payment would satisfy the full principal balance by the end of the XXXXmonth promotional period, thereby avoiding any deferred interest charges. 

Throughout the XXXXyear period : I received only generic monthly emails from Synchrony stating the balance and the minimum amount due for that billing cycle. 

These emails did not include actual billing statements or specific reminders that the XXXX-month promotional period was ending or that the autopay minimum payments would not be sufficient to pay off the promotional balance in time. 

I was never notified of a pending balloon payment or warned that interest would be charged unless I proactively paid the full balance by XX/XX/XXXX. 

In XX/XX/XXXX, XXXX month after the expiration of the promotional period, I was charged {$1300.00} in deferred interest. This was a shock, as I believed I had been consistently paying the required amount to satisfy the principal by the end of the promotion. When I contacted Synchrony to understand the issue, I learned for the first time that the minimum autopay amount over the prior XXXX years had not covered the full balance. I immediately paid the remaining principal amount of {$970.00} upon discovering this. 

I believe Synchrony engaged in unfair and deceptive practices by : Failing to clearly disclose that the autopay minimum payment amount they recommended would not satisfy the promotional balance within the interest-free period. 

Failing to provide timely and conspicuous notice that the promotional period was ending and that any unpaid principal would incur substantial deferred interest charges. 

Providing inadequate communication via paperless statements that did not include critical reminders or warnings about the impending expiration of the interest-free promotion. 

These practices violate the spirit, if not the letter, of the Truth in Lending Act and related consumer protection laws. Had Synchrony issued a proper notice or included language in the monthly emails highlighting the promotional timeline and remaining balance due, I would have paid off the balance before the deadline and avoided the interest charges. 

I respectfully request that the Consumer Financial Protection Bureau investigate this matter and that Synchrony Bank be required to cancel the {$1300.00} in deferred interest charges resulting from these deceptive and inadequately disclosed practices. I have attached a version of the monthly email I received from Synchrony that exposes how they are grossly inadequate in disclosing the end of any promotional period or the fact that the minimum payment is insufficient. 

Sincerely, 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