Consumer complaint received 2025-12-18 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Good afternoon, I am in desperate need of help. I have a Care Credit card account through Synchrony bank which I use for veterinarian expenses. I opened my own after years of using a joint one with my wife with no issues. 

Back in XXXX of XXXX  I used the card after an emergency vet appointment and accepted a reduced rate, fixed payment plan. This plan was to last 24 months with fixed payments and carried an APR of 17.9 %. I tried to get a copy of these terms today ( XXXX XXXX ), however via Care Credit online chats XXXX and XXXX, I was told they do not keep copies of these, and that they would have to get it from the veterinarian and send it to me via mail in 1-2 billing cycles.

Three times in XXXX I accepted a deferred/ no interest if paid in full promotion, which I had done numerous times in the past with the joint card between myself and my wife. These promotions entail that for six months there is no interest, and will remain so if paid in full ; if not paid, then the interest is 32.99 %.

In the past I always ensured that I calculated how much needed to be paid for six months to avoid this, and have done so successfully. 

In XXXX I discovered that the promotional balance on these had not reduced at all, despite the fact that I was regularly making payments that would both cover the fixed payment plans payment as well as ensure that these promotional charges were covered prior to their expiration. Instead, the excess payment had been wholly allocated to the reduced APR payment plan.

As soon as I discovered this I reached out via their live chat. Unfortunately I did not get the gentlemans name I spoke with but he immediately understood the situation and assured me that it would be handled. This was on XX/XX/XXXX and the chat log number is XXXX. I later received an email with a synchrony letter informing me that the changes Id requested had been made. I have included that letter here.

Upon checking again after the next payment period ( when I was told the changes would be reflected ), I discovered that while some of the excess payment had been allocated, the majority was still placed with the reduced APR payment plan. I reached out again and spoke with XXXX XXXX, chat XXXX. He told me that they could not help the situation, and that it was because the payments are automatically routed to the payment plan with the highest interestwhich technically, the reduced APR would qualify for. This would continue until 2 months prior to the expiration of the promotional balances, at which time excess payments would be allocated to them. I explained that this was a predatory practice meant to trick customers into being hit with the high APR upon the promotions expirations. XXXX continued to push back, stating that Synchronys policies only allows money to be reallocated if the request is made within 60 days of the payment being made, meaning the excess payments made since XXXX would largely be untouchable. After further pushing, he agreed to request that this be changed, and the entire amount Id paid in excess be correctly allocated to the promotional balances. XXXX further informed me that there was no other means to communicate with Synchrony/Care Credit and that an escalation was not possible. 

On XX/XX/XXXX I spoke with XXXX XXXX, chat XXXX, requesting transcripts of my chats on both XX/XX/XXXX and XX/XX/XXXX. Despite confirming that they existed and he could see them, he stated that there was no means for Synchrony to share them with me. 

On XX/XX/XXXX I spoke with XXXX XXXX, chat XXXX, for an update. He told me a decision would be made by XXXX XXXX. I did receive a letter later that day ( the XXXX ) from Synchrony stating that no action would be taken, and reaffirming the policies that XXXX XXXX had previously mentioned. I have also included that letter here. 

On XX/XX/XXXX I spoke with customer care representative XXXX ( no last name given ), chat XXXX, asking where in the card holder agreement these policies were outlined. She confirmed they are not there. I further asked how a customer is supposed to know to proactively reach out regarding how they want excess payment to be applied. She was evasive but effectively confirmed there is no manner in which Synchrony informs us of how these payments are applied. I then confirmed the APR rates with XXXX. 

The fact that I had a fixed payment plan, as well as deferred promotions ( which are structured to incentivize a customer to pay them off in advance ), yet excess payment was routed to the fixed payment plan rather than to the deferred promotions ( that carry nearly double the APR of the fixed payment plan upon expiration ), the fact that none of this is outline in a card member agreement or any other communication from Synchrony, and the fact that upon discovery Synchrony will take no action outside of 60 days to remedy the situation, is a predatory practice meant to trick and ensnare customers into paying the excess APR. It seems in some quick research Synchrony has already been in trouble in the past with its Care Credit program for unscrupulous practices regarding its APR and the deferred payment plans.

I am now burdened with a significant amount of interest that will be accruing near the end of this month, despite having diligently paid to avoid that since XXXX. Please, can you help?

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