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

• 

  GE Capital Canada Financial Inc

  P.O. Box 925 Agincourt Station Scarborough, ON M1S 0E8

• 

  Synchrony Bank

  PO Box 534021 Pittsburgh, PA 15253

• 

  GE Capital Cons Cardco

  2030 S.Hurstbourne Pkwy. Louisville, KY 40220

• 

  Monogram Credit Card Bank of Georgia

  PO Box 103073 Roswell, GA 30076

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:05/08/2025

  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.

  I had a prepaid credit card which required a $200 deposit. I fell behind on the payment. The ending balance when they closed the account was $202.97. That is with the $200 deposit. They closed the account on 01/10/2025. The have kept all of my deposit. They owe me $197.03. That is all I am asking for. That is what is owed to me.

  Business Response

  Date: 05/19/2025

  Thank you for your letter to Synchrony Bank dated May 8, 2025. Your letter is being thoroughly reviewed by our organization.
   
  This letter is merely an interim response to acknowledge receipt of your correspondence and to let you know we are making every effort to investigate this matter and respond to you.

  Business Response

  Date: 05/21/2025

  May 21, 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 May 8, 2025. I appreciate you bringing this matter to my attention.
  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 terms and conditions of the account, Synchrony may decide to close the account.
  On January 10, 2025, your account was closed. Synchrony sent a letter to you advising of this decision.
  The specific reason(s) for the action were articulated in the letter. Please find this letter enclosed.
  Your account had a balance of $202.97 shown on your January 2025 statement. In the spirit of customer
  service and goodwill, we have issued credit to your account for late fees and interest charges totaling
  $21.26. This brings your account balance to $181.71. These credits appeared on your February 2025
  billing statement. Furthermore, your deposit of $200.00 was applied to the remaining balance of $181.71
  on January 14, 2025, leaving a credit of $18.29. I have included an account breakdown for your
  convenience.
  Additionally, a refund check was issued on January 14, 2025, in the amount of $18.29 to the address on
  record, we have no evidence of returned mail from this address. If you have not received this refund
  check, please contact our customer service department at (855) ******** to have this refund re-issued.
  The adjustment brought the account balance to $0.00 (zero).
  I sincerely regret any dissatisfaction this matter may have caused you. Your concerns are important to us,
  and we strive to serve our customers in a timely and satisfactory manner.
  I sincerely regret any inconvenience or frustration this matter may have caused you. You are important to
  us, and we make every effort to serve our customers in a timely and satisfactory manner. Let me assure
  you, Synchrony Bank expects the highest professional standards from our representatives. Thank you for
  taking the time to bring your concerns to our attention.
  Thank you for the opportunity to respond to your concerns.
  Sincerely,
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  Enclosure(s)

• Initial Complaint

  Date:05/08/2025

  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.

  The ***** Credit Union in the ******* ** ***** branch paid them out. They had been told to cancel the credit card by me before. After they were paid out in full they come back with new charges. I talked to the young lady at the ***** Credit Union she told me to go ahead and pay it to get them out the way. I paid the amount again they keep coming up with more charges again.  See Attached

• Initial Complaint

  Date:05/08/2025

  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.

  I am writing to bring to your attention a fraudulent account that has been opened in my name with SYNCB/PPC. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account: Creditor Name: SYNCB/PPC Opened Date: ********** Account Number: **************** High Credit: $1,181 I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity. Thank you for your prompt attention to this matter.

  Business Response

  Date: 06/05/2025

  June 5, 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 May 8, 2025. I appreciate you bringing this matter to my attention.
  
  The Synchrony Fraud Team has reviewed your fraud claim related to your PayPal Credit account and is unable to approve it. On December 21, 2020, a PayPal Credit application was submitted, processed and approved in your name.  Payments were received on the account until June 1, 2024 when the last payment in the amount of $266.49 was received. The account has been open for more than twelve months with statements sent to you. I have enclosed a copy of the fraud resolution letter for your review.
  
  Based on your inquiry, we have reviewed your account record and verified we have accurately reported your account history information to the major credit bureaus. Since we have reported accurate information pertaining to your account, we are unable to delete or modify the status as reported. Therefore, your request for Synchrony to delete this trade line from your personal credit history has been respectfully declined.
  
  I sincerely regret any dissatisfaction this matter may have caused you. Your concerns are important to us, and we strive to serve our customers in a timely and satisfactory manner.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosure(s)  

• Initial Complaint

  Date:05/07/2025

  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 formally file a complaint regarding the unjustified freezing of my account, which has caused me significant financial and personal hardship. Recently, I initiated a legitimate wire transfer on April 24 from my Synchrony Bank account to my account at ********* ******* Credit Union. Without any prior notice or clear explanation, my account was frozen for review following this transaction. As a result of this hold, I have been completely unable to access my funds. This has had devastating consequences. Due to my inability to make timely payments, I have now lost my vehicle, which was essential for my daily activities and livelihood. Furthermore, I am currently facing the real and immediate threat of homelessness because I am unable to pay for my housing. This situation has caused me severe emotional and financial distress. I urge you to investigate this matter with urgency and provide a resolution that acknowledges the impact this has had on my life. I also request full documentation of the reason for the freeze, the timeline of your review process, and steps you are taking to prevent further harm.

  Business Response

  Date: 05/21/2025

  Submitted via Better Business Bureau Website
  
              RE:                          Money Market Account     
              Case Number:           ********
                                                  Synchrony Bank
  
  On behalf of Synchrony Bank, I am responding to your inquiry we received from the Better Business Bureau (BBB) on May 7, 2025. I appreciate you bringing this matter to my attention.
  
  On April 24, 2025, a wire was received for your Money Market Account in the amount of $6,000.00. You contacted Synchrony Bank that same day and request that the funds be wire transferred out minus the wire transfer fee of $25.00. The outgoing wire needed additional due diligence review due to concerns regarding recent account activity.
  
  You contacted us multiple times and were told the account was under review. You were provided a timeframe of two to three business days; however, the review process may take up to 60 days.
  
  We contacted you on May 9, 2025 in order to verify the source of the funds to since the name on the incoming wire transfer was different. Once this information was confirmed the wire transfer was completed on May 13, 2025.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate Consumer Relations
  Synchrony Bank

• Initial Complaint

  Date:05/07/2025

  Type:Customer Service 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.

  When I was at the provider’s office they used the credit card but they informed it only allowed 6-months for the promotion. That I need to call Care Credit to update the promotion. I called at 12:36pm on 05/05/25 and spoke with a gentleman. He informed me that I would need to call back once the amount is posted in the account to request the promotional changes to 12 or 18 months. Now I called today and I’m being told it’s the merchant that selected the 6 months and that care credit can change the promotional. As the customer I’m in the middle!!!! This should be honored with a change from care credit as the rep told me the incorrect information. Had he told me it couldn’t be done then I would have cancelled the eyeglasses from the doctor’s office.

  Business Response

  Date: 05/14/2025

  
  
  
  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  May 13, 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 May 7, 2025. I appreciate you bringing this matter to my attention. 
  
  Thank you for speaking with us in regard to your inquiry. To recap our conversation on May 9, 2025, we discussed that the promotional period has been changed to 12 months. You confirmed you were content with the charge being put on a 12 month Deferred Interest promotion and did not want to dispute the charge. I also advised I would apply a courtesy credit for your troubles with our customer service. In the interest of goodwill, on May 9, 2025, I refunded $25.00. This promotional change and credit will reflect on your May 2025 statement.
  
  We apologize you were dissatisfied with your recent experiences regarding some of our associates. Synchrony expects the highest professional standards 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 service quality.
  
  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 

• Initial Complaint

  Date:05/07/2025

  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.

  I noticed a recurring charge on Paypal credit account for "Payment Security" charged monthly since November 2024 totaling over $100 and the most recent charge showing in April. I NEVER consent to this policy or coverage. The policyholder has an inactive email on file, NO number or NO address for me on file on their website. NO personal information at all. I want a complete refund for all the charges they received fraudulently since November of last year. The policy holder will not be able to provide my consent for these charges and fake policy. I have accessed the cancellation through my Paypal credit account. I will not want this business to charge me in May. Their cancel option seems to be unlimited as if it does not work. I have attached my cancel confirmation letter.

  Business Response

  Date: 06/03/2025

  ******** ******* ** *** ****** ********* ******** ** **********
  
  
  
  June 2, 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 May 7, 2025. I appreciate you bringing this matter to my attention. 
  
  Payment Security is intended to help accountholders during the following events (“Covered Events”): job loss, disability, leave of absence, hospitalization, nursing home care, terminal illness or loss of life. This option can cancel all or a portion of the balance on the accountholder's account up to $10,000 upon the occurrence of a Covered Event.
  
  On July 23, 2021, you applied and were approved for the above listed account. On July 10, 2024, you elected to purchase the Payment Security program while managing your account online. A welcome package was mailed to your address at the time of purchase with the full terms and conditions of the Payment Security program. For your convenience, I have enclosed this welcome package for your review. Payment Security does have a minimum monthly charge which bills to the account each month and becomes part of the balance. This balance is subject to interest charges. 
  
  On May 6, 2025, we canceled the Payment Security in response to your request. In the interest of customer service, on May 16, 2025, we refunded $1,089.80. This amount represents the total fees billed to the account since you purchased Payment Security. This change will be reflected on your next billing statement.  
  
  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
  
  Enclosure(s)  

• Initial Complaint

  Date:05/07/2025

  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.

  In the spring of 2020 I had Lasik eye surgery at ****** Eye Group in ******* **. The surgery was just find and I am happy with the results. The cost of the procedure was approximately $2,700. During that lead up to the procedure, I was told that it was better if I used care credit rather than pay with cash or credit card and that if just made the payment stipulated on the website I would pay off the debt without penalty or interest. As a point of clarification I was happy to pay cash and had sufficient funds to do so. I took the advice of my healthcare provider and setup the CareCredit account. I setup the stipulated payments online and thought nothing more of it. I recently (April 2025) found emails in my spam box from CareCredit and I went online to check my account. There I found out that I still had a balance of greater than $2,500 and that I had been subjected to an interest rate of as high as 32% for almost 5 years. Put another way, I have been making monthly payments for almost 5 years and have paid the balance down less than $250. I reached out to customer service to explain that I was surprised by these results and that I was happy to pay off the balance but that I requested some remediation or “middle ground” around the roughly $3,000 of interest that I had paid. I politely escalated the conversation to higher levels until I was told that no adjustment would be made to my account. With all that said, I write today to complain about deceptive marketing practices and usury interest rates perpetrated by CareCredit. I take responsibility for my lack of attention to detail, but I would like to come to a negotiated solution regarding some “middle ground” with respect to the outrageous amount of interest charged on my account. If nothing else, I hope the marketing practices can be brought in to focus so that other consumers do not fall into the same usurious trap that I have.

• Initial Complaint

  Date:05/07/2025

  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.

  Billing issue. I made payments on 4/3/2025, 4/6/2025, 4/17/2025, & 5/1/2025. My current amount due should be zero for the month of May as 4/17 & 5/1 satisfied the bill. Customer service rep has advised me that though the balance is satisfied it can’t be updated in their system & I need to make a an additional payment of $207 for May.

• Initial Complaint

  Date:05/07/2025

  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.

  This transaction of 270.49 was not authorized by me. I called Care Credit's customer service to make a payment of $70.49 on May 2nd. The agent processed two payments: one of $70.49 and one of $270.49 I called the company back on May 4 while the payment was still processing, so it could be canceled. Agent informed me I had to wait until it processed to get it returned. I waited until it showed posted, then I called again on May 6 to ask for the reversal. Agent told me since it processed it could not be returned or reversed or voided. After disputing that because of being told otherwise, he offered a refund check. I originally did not want to accept a check because this charge of $270.49 overdrafted my account and caused overdraft fees as well. I ended up accepting the check since it was my only option; however, I deserve reimbursement for the overdraft fee. The agent on May 2 provided false information which led me to believe the charge could be stopped. I could not request a stop charge through my bank because that also costs $36. I'm very unhappy with the way Synchrony Care Credit handled the situation. I did not authorize a second charge, and I never should have been charged. I clearly stated I would only be paying the $70.49 and would pay the remaining $200 before the due date.

• Initial Complaint

  Date:05/07/2025

  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.

  On December 14, 2022, I was enrolled in a “Customer Assistance Plan” by Synchrony Bank for my Amazon Store Card (acct ending in ****). The plan offered a reduced payment of $46/month and 0% APR. However, I was never provided any written terms—digitally or by mail—and never signed or consented to specific plan conditions. I’ve made 30+ payments under unclear terms. Concerned about the lack of transparency, I sent a certified letter on April 14, 2025, requesting complete documentation of the plan. USPS confirmed delivery on April 18. Synchrony has refused to provide these terms in writing, directing me instead to call. In chat, rep ****** ****** acknowledged my letter but said she could not assist. Another rep, ***** ******, falsely claimed the terms were emailed on April 28. I never received this message and have verified through full email archives. Despite repeated requests, Synchrony has not provided the agreement's duration, conditions, interest details, or consequences of nonpayment. One rep (*****) confirmed the account was closed and no new purchases allowed, but again, without documentation. Synchrony continues to enforce this plan, report to credit bureaus, and collect payments—all without valid written consent or proof of disclosure. I am not refusing to pay legitimate debt. I’m contesting the enforcement of undocumented terms. If they cannot prove this agreement exists, I request cancellation of the plan, refund of payments, removal from credit reports, and written confirmation that no further action will be taken.