Consumer complaint received 2026-05-07 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: NJ

Complaint narrative:
I am formally escalating a complaint regarding a deferred interest financing account issued by Synchrony Bank related to a {$13000.00} purchase at XXXX XXXX XXXX XXXX. Despite making payments consistently and in good faith since XX/XX/year>, Synchrony has applied approximately {$4500.00} in retroactive interest after the promotional periodan outcome that is both disproportionate and the direct result of inadequate disclosure and lack of meaningful customer notification. Let me be clear : this is not a case of non-payment or neglect. This is a case where a customer acted responsibly, yet was subjected to a severe financial penalty due to how this product is structured and communicated. I am submitting a formal complaint regarding a deferred interest promotional financing account issued by Synchrony Bank in connection with a retail purchase at XXXX XXXXXXXX XXXX XXXX. My household made all payments in good faith and with the intent of complying fully with the promotional terms. However, several issues arose that ultimately resulted in a severe and unexpected financial penalty : Key issues that require immediate attention : Failure of clear disclosure : The promotion was presented as 0 %, but the critical distinction of deferred interestand its retroactive applicationwas not communicated in a way that a reasonable consumer would fully understand. Once the {$4500.00} was billed to the account a reasonable business would have been a notification via text or email of this severe penalty and failure to pay the full balance. Failure to do so impacted the monthly payments significantly and created additional penalties unbeknownst to me. Given the digital world it seems reasonable to send notifications for significant events. As a user I don't have a need to log in, search for and review each monthly statement if I have a target payoff date and am making the required fixed monthly payment as there is no activity on the account. Absence of expiration notice : Synchrony did not provide any proactive, prominent reminder ( email, text, or otherwise ) that the promotional deadline was approaching, despite the significant financial consequences. Payment structure misalignment : Minimum payments were set at levels that did not meaningfully amortize the balance, increasing the likelihood of triggering retroactive interest even for diligent customers. Punitive outcome despite positive payment history : All payments were made on time. The triggering issue was a minor underpayment due to incremental chargesyet the result was a {$4500.00} penalty and a sudden spike in required payments. This dramatically increased the balance and caused a spike in the minimum payment. This penalty was imposed despite a history of consistent, on-time payments and good faith effort to meet the terms of the agreement. Your customer service channels have refused to offer any accommodation, citing strict adherence to contract terms. While I understand the position that the contract is the contract, that does not resolve the underlying issue : the structure and communication of this product create outcomes that are fundamentally unfair to consumers acting in good faith. Electronic statements while convenient for the lender are an additional effort for me, the user to log in, search for and review each monthly statement like I would a paper statement that I have to open and file. Monthly payments were fixed and there was no new activity on the account so no need to make the additional effort, however I would review closely if prompted that a significant event occurred ... Given the circumstances, I am requesting that Synchrony Bank : Waive or substantially reduce the {$4500.00} in retroactive interest charges ; or Recalculate the account balance using a non-retroactive interest method ; or Offer a reasonable settlement or adjustment reflecting my consistent payment history and the lack of clear, proactive communication regarding the promotional deadline. I believe this situation reflects broader concerns about the transparency and fairness of deferred interest financing products, particularly when paired with insufficient reminders and payment structures that do not align with consumer expectations. If Synchrony chooses not to resolve this matter in good faith, I am prepared to continue escalation, including : Ongoing engagement with the Consumer Financial Protection Bureau Filing additional complaints with consumer protection and state regulatory bodies Sharing this experience through appropriate public and consumer advocacy channels I would strongly prefer to resolve this directly and amicably. However, the current positionoffering no flexibility despite clear mitigating factorsis not acceptable. Please respond with a substantive resolution, not a restatement of policy. I respectfully request that this complaint be reviewed and that Synchrony Bank provide a reasonable and good-faith resolution.

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