Credit card -- Problem when making payments -- Complaint #14608278
Complaint Overview
Complaint ID: 14608278
Company: Synchrony Financial
Product: Credit card
Sub-Product: Store credit card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Indiana
ZIP Code: 46168
Date Received: 2025-07-11T12:00:00-05:00
Date Sent to Company: 2025-07-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XX/XX/XXXX, we tried to log into our Synchrony.com account and make a payment on our XXXX Synchrony account for a HVAC system we purchased in XX/XX/XXXX, we have never been late on a payment and this payment was due XX/XX/XXXX. the username/password combination was incorrect, we tried a password reset and an email never came, my wife thought maybe we were doing something wrong & kept trying time to time with her mobile, laptop also switching browsers to try and gain access, thinking maybe she could get past this. Finally, I called on the XXXX after the holidays & long work weeks to a customer service # that was now being published on the website. after talking to the tech support they informed me that the old website was gone and we were to go to a new website to make payments XXXX so I did, it was then I realized that our old account info was gone, username/password, multifactor authentications were all null. they wanted the cellphone of the account and last 4 of the social security # " this is a credit card company mind you '' there is no option for using a password, no XXXX of any kind, no way for me to manage my account in any way, literally felt like we stepped into a ransomware dream date and went back 35 years on XXXX. the site is just a payment hub with history of payments ; no notice was giving to us before XX/XX/XXXX of the upcoming changes and the email sent XX/XX/XXXX was just saying welcome to XXXX " which we had been using since XX/XX/XXXX, so there is no reason for a welcome email or creating an account that we thought already exists. Looks like spam to me. this needed reported because this exploits users government Social security # 's if the site is Hacked. and not having an option for any other way to gain access to your account other than your social security # for a credit card company is NOT secure. Also of course no XXXX is even an option
Frequently Asked Questions
What is Complaint #14608278 about?
Complaint #14608278 was filed against Synchrony Financial regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2025-07-11T12:00:00-05:00.
How did Synchrony Financial respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Synchrony Financial?
Yes, visit the Synchrony Financial company profile at readthecomplaint.com/company/synchrony-financial to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.