Complaints

This profile includes complaints for Synchrony's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Synchrony

  Kettering, OH 45420-1469

• 

  Synchrony Bank

  PO Box 508 Depew, NY 14043

• 

  Synchrony Bank

  PO Box 534021 Pittsburgh, PA 15253

• 

  GE Capital Consumer Company

  4605 Duke Drive Macy's Mason, OH 45040

• 

  GE Capital Cons Cardco

  PO Box 9001557 Louisville, KY 40290

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Opened a checking acct with Synchrony Bank on 4/20/25 - transferred $5,000.00 from another bank to Synchrony on 4/23. Showed as pending but bank account was flagged for fraud. Worked with Synchrony bank and original bank to confirm transfer was done, received verification number and was advised they would lift fraud restriction and pending $5,000.00 would show in bank account. Account is no longer restricted however pending deposit is not showing in Synchrony account. Funds are not in original bank and are not in Synchrony account. Spoke with customer service and they advised I need to go back to original bank for verification again. Have been on the phone with Synchrony for over 2 hours today trying to locate the funds and keep receiving different answers (in addition to speaking with at least 4 different reps). Have now been on hold for 30 minutes waiting for a supervisor. I have not had access to those funds since 4/23 and now they are telling me they no longer see it and I needed to wait another 24 to 48 hours for them to investigate the situation. Asked the call be escalated and am now on hold again. Spoke with another manager who said it's been escalated but they won't know if it will be resolved in the 24 to 48 hour timeframe. Advised I would be filing a complaint with BBB and they said they were sorry. Terrible customer service. This is unacceptable from a financial institution.

  Customer Answer

  Date: 04/29/2025

  Synchrony Bank updated my account and the deposit now shows in my balance.  Please note the situation has been rectified. Thank you.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my Lowes credit card with synchrony bank for a couple of years now. I have never been late and make my monthly payments on time, and even paid off the account just three weeks ago. I received notification from ****** ***** that Synchrony bank just cancelled my Lowes card without any type of notice.

  Business Response

  Date: 04/25/2025

  It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.

  Business Response

  Date: 04/28/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  April 28, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:   ********
  Creditor:  Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on April 18, 2025. I appreciate you bringing this matter to my attention.
  
  As requested in the inquiry, a cease and desist has been placed on your accounts to prevent future telephone calls. Please note that billing statements and other legally required forms of written communication may be sent to the mailing address on file. Please refer to your next billing statements for your balances and payments due date.
   
  While you have a satisfactory payment history on your MyLowe's Rewards Credit Card, Synchrony does not base our decisions solely on the payment history on accounts that a consumer has with us.
  
  Synchrony’s evaluation of an account is made utilizing a sound credit scoring system. We periodically evaluate our consumer accounts. These evaluations include reviews of Synchrony consumer accounts and all accounts contained within these consumer credit files. Based upon this evaluation, and in accordance with the accountholder agreement of the account, Synchrony may decide to close the account.  
   
  On April 13, 2025, your account was closed. Synchrony sent the enclosed letter to you advising of this decision. The specific reason(s) for the action were articulated in the letter. We regret that you had not yet received this letter when you filed your concern. We typically recommend to allow seven to ten business days for mailing time.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosure

  Customer Answer

  Date: 04/28/2025

  
  Complaint: ********
  
  I am rejecting this response because: i bear credit with this company, and have the right to contact when needed.  I reject the cease and desist.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/28 I purchased a ticket from ******* through Paypal with my PP Mastercard. The ticket listing SPECIFICALLY stated CLEAR VIEW, and that's why I purchased it. When I got to the venue, I found my seat was DIRECTLY behind a HUGE pole FULLY obstructing my view (see attached) I attempted to contact ******* customer service and they provide ZERO customer service. All their website does is point you to FAQ's and policies. When I got home, I tried contacting them, and all I received were useless copied and pasted FAQ responses. I filed a dispute with Synchrony through Paypal on Mar. 3, since the merchant was unresponsive. A temporary credit was issued and I was told it would be reviewed. Then, without telling me or any notice, Synchrony quietly put the charge back on my credit card statement on 3/21, assuming I wouldn't notice, It doesn't appear under my Paypal transactions, and when I look under my Paypal disputes, it still states UNDER REVIEW as of today, 4/15 Dispute Case ******************, I called Synchrony customer service, who told me that I was mailed a letter telling me they received information from the merchant that the transaction took place and reversed the credit. A. I received no such notice, and B. Yes, the transaction took place, but it was FALSE ADVERTISING and should've been refunded under their stated policies and guarantee, and Paypal's

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:               ********
  Creditor:                       Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on April 17, 2025. I appreciate you bringing this matter to my attention.
  
  In order to resolve the situation, Synchrony has credit your account in the amount of $93.26. This credit represents the amount previously charged to your account for the ******* charge applied February 28, 2025. This credit will be indicated on your May 2025 billing statement. Please be advised, this action does not set precedent for future adjustments.
  
  On April 15, 2025, we received your information indicating you disputed the charge on February 28, 2025 from *******. At that time, we provided a provisional credit in the amount of $93.26 to the account while we investigated your dispute claim. A letter was emailed to the email address on record with this information, I have included a copy for your review. Please note, ******* has 60 days to provide additional documents which may result in the sale being billed back to your account, at which time you would receive additional documentation advising the credit was reversed.
  
  ******* responded to our inquiry with the enclosed correspondence indicating the charge of $93.26 was valid and authorized by you. Therefore, on March 21, 2025, a letter was mailed to the address on record, advising the charge would be posted back to your account. Please find this notice enclosed.
  
  I extend a sincere apology for any inconvenience or frustration this matter may have caused you. You are important to us, and our goal is to serve our customers in a timely and satisfactory manner.
  
  Let me assure you, Synchrony does not condone or tolerate unprofessional behavior from our representatives. Thank you for taking the time to bring your concerns to our attention. By receiving feedback from our customers, we are able to address specific issues and improve our customer service. Your concern and experience have been forwarded to the appropriate level of management for review.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosure(s)  

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********
  
  I am rejecting this response because: #1 Again, no such letter was ever received from Synchrony, just the charge was snuck back on my account. #2 Of COURSE the **** *** thieves disputed the chargeback, why do you think I requested one from my credit card company in the first place?? Look at **** ***'s BBB complaint file. It's worse than Synchrony's, and that's saying a lot. It's FULL of complaints of the same thing, them selling tickets misleadingly. ANY other credit card would've backed up their customer in this case. Proof was provided they misleadingly advertised and sold an obstructed view ticket as clear view. Only SYNCHRONY sides with the scam seller. This is why they have so many complaints and the WORST reputation of ANY credit card issuer. Disgusting, sad and pathetic. It shouldn't take a bbb complaint for a company to do the right thing, the same thing ALL others but them do, but here we are. 

  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Synchrony Bank regarding the erroneous processing of my Certificate of Deposit (CD) renewal election. My CD was nearing its maturity date on March 26, 2025. On March 13, 2025, I made an election on the Synchrony mobile App to have it renewed at an APR of %4.35 to take advantage of Synchrony’s promotion at the time. I was very careful to select the 13 month %4.35 election rather than the default one of %4.00. I am beyond certain that I made this choice correctly and I received a confirmation indicating success on the screen after I hit submit. Despite not having received a follow up email confirmation and not having visibility to my renewal elections change on the website, I assumed that it was being processed as instructed. I believe that is an assumption most reasonable people would make without an error message to the contrary. On April 12, 2025, I received my first notification of the renewal and noticed that my CD had been renewed on a 16 month %4.00 instead of the 13 month %4.35 which was contrary to my instructions. I immediately called and notified them of the mistake and I asked that honor what I had elected. They informed me that I would incur a ~$2,000 penalty to make that change because I was calling after the 10 day grace period had expired. I would have validated that the correct selection data was received in time but Synchrony did not provide adequate visibility that the correct selection was received either in the form of website/app access or an email notification. Moreover, I am positive I did not make an erroneous selection on the App that day and had no reason to suspect an issue. Errors can happen but the clear lack of transparency on the Synchrony side made it almost impossible to remedy before the end of the 10 grace period. I am requesting that Synchrony Bank either adjust the CD terms to my original renewal election with a %4.35 APR or credit my account with the $406.72 difference in interest.

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  
  Submitted via Better Business Bureau Website
  
              RE:                                (CD)
              Case Number:             ********
                                                  Synchrony Bank
  
  On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on April 15, 2025. I appreciate you bringing this matter to my attention. We attempted to call you on April 28, 2025, in order to discuss your account; however, we were unable to contact you and left a message on your voicemail.
  
  Your concerns are regarding the renewal/maturity of your CD ending in **** on March 26, 2025. On behalf of Synchrony Bank, I regret any inconvenience and frustration you experienced with our mobile App. We value you as a customer and appreciate your input and feedback. By receiving feedback from our customers, we are able to improve the quality of eService we deliver.
  
  Unfortunately, we are unable to change the 4.00% APY rate for CD **** and we respectively must decline your request for compensation.
  
  We have reviewed your concerns regarding our mobile App. On March 13, 2025, there was an online activity recording, your CD ending **** was renewed for 16-Months. We further reviewed your mobile App concerns with our online ignite team, there were no reported or known issues with the mobile App during the timeframe of March 12, 2025 to March 26, 2025, that would have caused an incorrect term to be applied from the selection for renewal. I sincerely regret any inconvenience or frustration this matter may have caused you.
  
  In addition, on February 15, 2025, you were sent the maturity notice for your CD ending in ****. The letter explained the renewal APY and Interest Rate have not yet been determined and will be determined on the date that your CD matures. The maturity notice was mailed to the address listed on your customer account file. Synchrony Bank did not receive notification from the U.S. Postal Service the maturity notice was undeliverable. Enclosed is a copy of the maturity notice that was sent to you for your review.
  
  On March 26, 2025, your CD ending in **** renewed for a 16-Month term with a 4.00% APY. Enclosed is a copy of the renewal letter that was sent to you for your review. You have been enrolled in eDistributions since December 26, 2023, you would have received the renewal notice in your online mailbox.
  
  We would like to stress compliance is very important to Synchrony Bank, and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our account holders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)  

  Customer Answer

  Date: 05/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The explanation provided does not address my complaint. More specifically, it does not provide any evidence that Synchrony’s process functioned without error and does not address Synchrony’s disturbing lack of transparency around the CD renewal option process.
  
  The letter on Feb 15 only alerted me to the upcoming renewal period. Since Synchrony already acknowledged that I did in fact make a selection on March 13, prior to the end of the renewal period, this letter has no relevance to what is being disputed.
  
  The March 26th letter was the first visibility that I received to the fact that my renewal was not what I selected. This did not address my complaint because March 26 was sent “after the fact” since the renewal period already ended and it was too late to fix it (per their customer service). I literally called within hours of receiving that letter and the customer service representative informed me that it was too late to adjust, even though the same promotion was still running. I know that I selected the promotional rate option correctly on March 13 and had no reason to think there was an error anywhere on the Synchrony side. Had I received a confirmation notification after I made the selection on March 13 or been granted access to what the current renewal election was set to, I would have been able to identify the discrepancy and work with Synchrony to resolve it before the deadline. 
  
  Moreover, the statement that “there were no reported or known issues with the mobile App during the timeframe of March 12, 2025 to March 26, 2025” is not credible. Firstly, I attempted to report an error and Synchrony’s customer service department refused to acknowledge or investigate it. it’s very possible that others complained and were similarly turned away. Secondly, the issue that affected me could have been isolated to a specific use case and was not widespread - i.e maybe it was related to the specific choice I made and specific renewal date. Having a more isolated issue with the app is just as detrimental as a widespread issue to the affected demographic. Moreover, Synchrony cannot competently confirm that there was not an issue without having done a proper investigation or been receptive when customers attempted to bring issues to their attention.
  
  Sincerely,
  ***** ****

• Initial Complaint

  Date:04/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back on Jan 28,2025, I called & asked a customer service rep to close out my account & to give me a final payout, which she did. $2016.64, which was paid on Feb 4, 2025. On Feb 17th I recd an email stating that I still owed $25.13, payment due on Feb 11, 2025. I called on 2 separate occasions, was 1st told by customer ser rep, Angie, that it was "interest due". I explained that the account was closed & was paid in full. Not getting any satisfaction, I filed a complaint with ********* *******. I was told that the company has 60 days to look into this matter & as of March 7th, they were still looking into it. Meanwhile, I get another email stating that I now owe $27.13. I called again, this time speaking to a customer service rep named *****. She told me that it was "interest tacked on after the payout". I told her that that was illegal as I've already closed this account & paid it off. She refused to help me. I sent an email & letter to the company's CEO. It is now April 8th and I still haven't heard from the company. I'm afraid that I'll get another email with an increased amount, or something stating that they sent me to collections for something that is not my fault. I feel that I don't owe this money and my credit should not be affected because of their incompetency. Anything that you could do, would be greatly appreciated.

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:               ********
  Creditor:                       Synchrony
  
  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on April 9, 2025. I appreciate you bringing this matter to my attention.
  
  It is necessary for us to conduct further research in order to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony

  Customer Answer

  Date: 04/10/2025

  Question: What should I do if I get another statement from JCPenney/Sychrony bank requesting payment for the money that I don't owe? 

  Business Response

  Date: 04/18/2025

  Thank You.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a Synchrony Home credit card since 2021. My card does not expire until March 2026. On March 23, 2025, my account was closed due to inactivity. I received NO notification whatsoever that this was going to occur so that I could prevent this from happening. This lowered my credit score by 50 points. I’m in the process of purchasing a home and now I don’t qualify for that home. I was going to use the card to purchase some furniture for my new house, but thanks to them canceling my account, without notification, I am about to be homeless. The place I’m at already has people moving in on May 1, 2025 and I’m supposed to be moving into my new house on April 30, 2025. NOW I DON’T QUALIFY FOR THE HOUSE I WAS SUPPOSED TO BE CLOSING ON IN A WEEK AND A HALF… AND ITS ALL SYCHRONY’S FAULT! Had I been notified, I would’ve taken measures to prevent this. Then I called today and not only was the representative NOT empathetic… her tone was *not my problem* when I told her we are going to be homeless. Sychrony does not allow you to reopen the account. IF YOU LIKE BEING VALUED, STAY FAR, FAR AWAY FROM SYCHRONY BECAUSE THEY COULD CARE LESS THAT THEY SCREWED MY CREDIT AND CAUSED ME TO LOSE 50 POINTS!!!

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  
  Submitted via Better Business Bureau Website
  
  Case Number:             ********
  Creditor:                      Synchrony Bank
  
  On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on April 8, 2025. I appreciate you bringing this matter to my attention.
  
  We understand your concern; you were not notified when your Synchrony HOME Credit Card account was closed due to inactivity. While Synchrony is required by law to provide written notification to accountholders if their accounts are closed based on information received from one of the major credit bureaus, notification is not required if closure is due to inactivity. On behalf of Synchrony, I regret any inconvenience or any frustration this situation may have caused you, but unfortunately at this time, the action taken on your account will remain as stated.
  
  At this time, we would like to explain how our credit lines are managed. Your Synchrony HOME Credit Card account was opened on March 21, 2021. At that time, you entered into an agreement with Synchrony upon signing the application, whether written, verbally, or electronically. As a result of the inactivity on your account, we closed your account as of March 23, 2025. Therefore, Synchrony has accurately reported your account as “account closed by credit grantor.” Enclosed is a copy of the terms and conditions that govern your account for your review.
  
  According to the account holder agreement that governs the above-referenced account, Synchrony may lower, increase, suspend the credit limit, or permanently close the account. The last activity on the above-referenced account was on February 15, 2022, therefore the account was closed, effective March 21, 2025.
  
  We welcome you to apply for a new Synchrony HOME Credit Card account at your local store or online at ************************. If you have any further concerns you may reach a customer service representative at (844) ********, so they may address your concerns.
  
  Our goal is to serve our account holders in a timely and satisfactory manner. Synchrony does not condone or tolerate unprofessional behavior. By receiving feedback from our account holders, we can address specific issues and improve experiences with Synchrony.
  
  
  We would like to stress compliance is very important to Synchrony , and we follow all applicable laws and regulations. Your account is also important to us, and we strive to serve our account holders in a timely and satisfactory manner. We regret any dissatisfaction you may have experienced regarding this account.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank
  
  Enclosure(s)  

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/25 Synchrony Bank contacted me and told me I owed 429. ( principal 116 interest 36 and 276 in late charges) This is with my JCPenneys account. They said that they had the wrong address. Funny the letter stating all this came to our address. We have had the same address for almost 30 years. My wife has a separate Penneys account because they said husband and wife could not share a credit card. All her bills have come to this address. We have never had a late charge on anything, ever. If we had received a bill it would have been paid. Synchrony bank has been contacted at least 4 times with no luck. They say it is in dispute, but no one can tell us anything about it. We get a different person every time, most of the time from overseas and speaks broken English, and we spend hours and hours on the phone. No one can even tell us what was purchased and on what date. I don't want bad credit on my name, but I also don't feel like I should pay a bill that 1. I don't know what was bought. 2. they couldn't get it to the right address but they can send me warnings about my credit to this address 3. late charges on a bill that I never got 4. Why did they wait so long to tell me this bill was overdue. 5. Now they tell me I didn't give them the right paper work about the dispute and I have sent them the same paper work several times. I am tired of spending hours on the phone, only to have to repeat my story to someone who says they have no authority to do anyhting.

  Business Response

  Date: 04/19/2025

  It is necessary for us to conduct further research to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.
  

  Business Response

  Date: 04/29/2025

  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on April 4,2025. I appreciate you bringing this matter to my attention.
  
  Our goal is to serve our account holders in a timely and satisfactory manner. Synchrony does not condone or tolerate unprofessional behavior and we are addressing the situation accordingly. By receiving feedback from our account holders, we can address specific issues and improve our account holder experience with Synchrony.
  
  To avoid late fee(s), your total minimum payment is due by the payment due date indicated on your monthly billing statement. A review of your account history indicates the purchase was transacted on May 4, 2024, in the amount of $113.09 and $3.24 for a total of $116.33. With respect to your request for a copy of the sales receipt in question, because this transaction took place on May 4, 2024, the retention period has expired and Synchrony is unable to provide you with a copy of the documentation requested.
  
  On June 2,2024 the U.S. Postal Service returned your billing statement to us. At that time, a hold was placed on your account. Per the account-holder agreement of your account, the account holder is responsible for sending proper notification to Synchrony when their personal information changes, such as an address change. Notification of your address change was not received. All correspondence was sent to your last known mailing address until Synchrony began to receive returned mail.
  
  Our priority is to protect our customers, and in an effort to do so, Synchrony provides consumers with safeguards, including a dispute resolution process. In response to your letter, we have placed  the above-referenced account into a dispute status, thus allowing Synchrony to research the claim. We have researched your complaint. Based on our investigation, a credit will not be issued for the we have concluded no billing error exists due to not providing or failing to provide the correct supporting documentation.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony

  Customer Answer

  Date: 05/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:  I recieved this letter from Synchrony Bank.  They say they have resolved it.  Also it is funny my bills were sent back to the post office with the wrong address.  We have been here for 29 years.  The original statement from JCPenneys was somehow found by Penneys when you all became involved.  It had my correct address on it.  
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Synchrony has deceitfully added $652.97 in a single month’s interest. This needs waived and corrected. I believe this is a prejudice related issue, the brand manager ******* ****** told me that they waive for certain individuals but would not for me. I was never notified of a promotional period ending. This needs waived in order for me to provide payment and closure on the actual due balance.

  Business Response

  Date: 04/19/2025

  It is necessary for us to conduct further research to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.

  Business Response

  Date: 04/24/2025

  On behalf of Synchrony, I am responding to your inquiry we received from the Better Business Bureau (BBB) on April 8, 2025. I appreciate you bringing this matter to my attention.
  Synchrony’s decisions, business practices, and services are made in full compliance with fair lending laws and regulations. All our applicants and accountholders are treated consistently and without discrimination or consideration of any factors based on race, color, religion, national origin, sex, marital status, familial status, age, disability, because all or part of the applicant’s income derives from any public assistance program, or because of an applicant’s exercise of rights under the Federal Consumer Credit Protection Act.
  You applied and were approved for a Value City Furniture/SYNCB credit card account on February 26, 2024. Subsequently, you made a purchase totaling $2,065.92. This purchase was placed on a twelve months no interest/ deferred promotion with a promotional expiration date of March 2, 2025. To avoid paying deferred interest charges on these promotions, you must pay the entire applicable promotional balance by the promotional expiration date.
  On each monthly billing statement, you were provided with a detailed summary of your promotional transactions. The summary explained the date of the purchases, amount of the purchases, total accrued interest charges, total outstanding balance on the purchases, and the promotional expiration date. In addition, all monthly billing statements provided notification that interest charges will not be incurred as long as the promotional purchase amount is paid in full by the promotional expiration date. While monthly minimum payments are required during the promotional period, interest charges are accrued, but deferred. Failure to remit the full payment by the promotional expiration date will result in the accrued deferred interest charges being assessed to the account’s regular balance.
  Payment in full was not received for the promotional purchase by the promotional expiration date. As a result, your account incurred deferred interest charges, in the amount of $706.23. In the interest of customer service and goodwill,  we have waived  interest charges totaling $706.23; thus, creating a credit balance in the amount of $706.23. You may apply this credit to future purchases, or we will automatically send you a refund check within 45 days.
  Our goal is to serve our account holders in a timely and satisfactory manner. Synchrony does not condone or tolerate unprofessional behavior. By receiving feedback from our account holders, we can address specific issues and improve experiences with Synchrony.
  Thank you for the opportunity to respond to your concerns.
  Sincerely,
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosures

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently applied for a CareCredit account and received a denial stating that my application contained “risk factors that cause us to be unsure of your identity.” However, no further details have been provided, and my attempts to seek clarification have been met with vague, unhelpful responses. This lack of transparency is deeply concerning. If there were genuine concerns about verifying my identity, I should have been given an opportunity to provide additional documentation to resolve the issue. Instead, the decision appears arbitrary and raises questions about how applications are being assessed. Historically, financial institutions have used unclear and unrelated risk factors to justify denials that disproportionately impact certain applicants, as seen in cases like ******* ** *** and under the Equal Credit Opportunity Act (ECOA). The fact that I am being denied based on unspecified “risk factors” without any chance to clarify or correct my information is troubling and reminiscent of such past practices. I am formally requesting that CareCredit: 1. Clearly define what specific “risk factors” led to this decision. 2. Provide an opportunity for me to verify my identity and address any concerns. 3. Confirm whether alternative verification methods exist and why they were not offered. Denying an application based on vague and unverifiable criteria not only raises ethical concerns but could also indicate noncompliance with fair lending laws. If this matter is not resolved transparently, I may be forced to escalate my concerns to the ******** ********* ********** ****** ****** and the ******* ***** ********** ***** for further review. I expect a prompt response detailing the next steps to resolve this matter. Please confirm receipt of this request as soon as possible. Sincerely *** *******

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve sent copy of my original check stub for the amount of $781 my check stub #*********, check was sent on Oct 29, 2024. I also sent them a copy of the cash check with my locate branch info on it. It also show they cash the check for $781 on Nov. 19, 2024, there saying its not enough info for them to complete there investigation. They wanted me to send them a copy of original check itself. I’m currently paying my bank back for the loan I borrow from them. What I like from this ordeal is to be left alone there is nothing else I can send them showing it was cash when they already have all document pertaining to this situation.