Credit card -- Problem when making payments -- Complaint #15221168
Complaint Overview
Complaint ID: 15221168
Company: Synchrony Financial
Product: Credit card
Sub-Product: Store credit card
Issue: Problem when making payments
Sub-Issue: You never received your bill or did not know a payment was due
State: Massachusetts
ZIP Code: 02124
Date Received: 2025-08-11T12:00:00-05:00
Date Sent to Company: 2025-08-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Dear Leadership Team at XXXX XXXX SYNCHRONY BANK : In XX/XX/XXXX, while shopping at a XXXX store, I spoke with a sales associate about promotions. I handed over my drivers license, believing it was only to check eligibility, and then paid cash for my purchase. I was never informed I had been approved for a XXXX credit card, never received the card, and never received any monthly statements. I later learned that all billing statements were sent to the wrong address ( XXXX XXXX XXXX, XXXX XXXX, XXXX MA XXXX ) instead of my correct address ( XXXX XXXX XXXX, XXXX MA XXXX ). I first became aware of the account when my XXXX XXXX dropped significantly during the XXXX holiday season. In XX/XX/XXXX, I immediately paid the account in full, including all past due amounts and fees, once I learned of the account. At that time, a Synchrony Bank representative stated they would submit a request to remove the late payment marks and refund the unfair late fees. Despite this, my credit reports still reflect XXXX, XXXX, and XXXX lates for XX/XX/XXXX through XX/XX/XXXX, and I have not been reimbursed for the fees. These late marks are the direct result of a billing and address error made by Synchrony XXXX XXXX not any refusal or delay in payment on my part. This constitutes inaccurate reporting under the FCRA 602 ( a ) and 1681e ( b ) ( maximum possible accuracy ), as well as a failure to conduct a reasonable reinvestigation under 1681i. It also raises concerns under Metro 2 reporting standards for incorrect payment history coding. I have escalated this issue by CCing XXXX XXXX XXXX leadership, including XXXX XXXX ( XXXX Customer Service ), XXXX XXXX ( XXXX Customer Service ), XXXX XXXX ( XXXX XXXX XXXX ), and XXXX XXXX XXXX XXXXXXXX XXXX XXXX ), requesting immediate deletion of these late marks and refund of all fees.
Frequently Asked Questions
What is Complaint #15221168 about?
Complaint #15221168 was filed against Synchrony Financial regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2025-08-11T12:00:00-05:00.
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.