Credit card -- Advertising and marketing, including promotional offers -- Complaint #18322847
Complaint Overview
Complaint ID: 18322847
Company: Synchrony Financial
Product: Credit card
Sub-Product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-Issue: Confusing or misleading advertising about the credit card
State: North Carolina
ZIP Code: 28216
Date Received: 2025-12-27T12:00:00-05:00
Date Sent to Company: 2025-12-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Over the past several months, I have repeatedly received emails and in-account messages from XXXX and Synchrony Bank stating that I am eligible to activate Store Card features on my existing XXXX XXXX / XXXX XXXX Card account. These messages explicitly state that I am eligible for the upgrade and that activation will not result in a hard inquiry. Each time I attempt to accept the advertised upgrade through the provided links, the system blocks the request with messages such as credit line increase unavailable, approval expired, or notices stating that my deposit or approval period has expired. I am not requesting a credit limit increase or applying for a new account I am only attempting to accept the upgrade repeatedly offered to me. This has occurred multiple times over multiple months. I have attempted activation through the website and have contacted customer service to resolve the issue. No clear explanation has been provided as to why these upgrade offers continue to be sent when the upgrade can not be completed. The repeated presentation of upgrade eligibility without a functional path to acceptance is confusing and misleading. Important conditions or restrictions preventing the upgrade are not disclosed in the promotional messages. I believe these communications misrepresent the availability of the advertised product features and prevent consumers from making informed decisions.
Frequently Asked Questions
What is Complaint #18322847 about?
Complaint #18322847 was filed against Synchrony Financial regarding Credit card specifically about Advertising and marketing, including promotional offers. It was received by the CFPB on 2025-12-27T12:00:00-05:00.
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.