Credit card -- Problem when making payments -- Complaint #15053116
Complaint Overview
Complaint ID: 15053116
Company: Synchrony Financial
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: New Jersey
ZIP Code: 087XX
Date Received: 2025-08-03T12:00:00-05:00
Date Sent to Company: 2025-08-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I made a {$1000.00} payment to my CareCredit account ( issued by Synchrony Bank ). My bank confirmed that the payment cleared XX/XX/year> and provided me with confirmation that the funds were wired and withdrawn from my account. As of XX/XX/year>, my CareCredit account still does not reflect this payment in my available credit. When I contacted CareCredit via chat support, I was told that high payments are generally held to ensure they clear, despite the fact that my bank already verified that the funds were received and cleared. CareCredit admitted they already have the funds and that the balance was reduced, yet they stated my available credit will not update until as late as XXXX XXXXa full 10 days after payment. This policy is vague, undisclosed in the terms of service I agreed to, and appears to be applied arbitrarily. It directly impacts my credit utilization ratio, which in turn affects my credit score, and limits my ability to use funds Ive already paid. The aforementioned is also nowhere to be found in the terms of service that I agreed to upon accepting the card. I asked for a supervisor and escalation path and was denied that in chat. The representative repeatedly responded with canned responses and could not provide documentation showing where this pending hold practice is disclosed. This behavior is misleading, anti-consumer, and financially damaging. Synchrony Bank is effectively holding cleared payments without justification and without transparency. I am requesting immediate intervention from the CFPB to : Require Synchrony to release the hold on my available credit. Provide me with documentation of where this policy is disclosed. Ensure Synchrony stops using pending confirmation as a vague reason to hold cleared funds. Prevent this from harming my credit or causing any late fees, interest charges, or credit denials. Professionally, I am a reporter, I have documentation of the entire interaction, including screenshots of the bank confirmation and the CareCredit chat. I made a subsequent phone call attempting to further escalate to a supervisor at which point I was connected with supervisor XXXX who reiterated all of the aforementioned despite me explaining clearly that the policies he refers to are not in the terms of service and this will cause harm to cardholders. I was told theres nothing he can do. I informed him I would be filing a complaint.
Frequently Asked Questions
What is Complaint #15053116 about?
Complaint #15053116 was filed against Synchrony Financial regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2025-08-03T12:00:00-05:00.
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.