Debt or credit management -- Problem with customer service -- Complaint #19572618
Complaint Overview
Complaint ID: 19572618
Company: Synchrony Financial
Product: Debt or credit management
Sub-Product: Debt settlement
Issue: Problem with customer service
State: Nevada
ZIP Code: 89118
Date Received: 2026-02-17T12:00:00-05:00
Date Sent to Company: 2026-02-17T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
FORMAL DISPUTE AND DEMAND FOR ACCOUNT AUDIT Account Ending in XXXX To Synchrony Bank / CareCredit XXXX, I am writing to formally dispute the status of my account and to lodge a high-level complaint regarding a year-long pattern of gross mismanagement, technical failure, and predatory billing practices. For the past 12 months, I have been an active, responsible customer attempting to pay off my balance. However, this bank institution has made it systematically impossible for me to manage my debt, leading me to believe these barriers are intentional. I am demanding an immediate investigation into the following four points : 1. Failure to Provide a Physical Card & Account Access Since the opening of this account nearly a year ago, I have called every single month to request my physical credit card. Every time, theyre agents promise it is being sent ; every time, I receive nothing. Without a card or a functional online login, I have been left " blind '' to my own account details, spending history, and interest charges. 2. Intentional Barriers to Payment Theyre online payment portal is broken and has consistently refused to process my payments. To compensate, I have spent hours every month on the phone, being bounced between departments in a " long process '' of endless transfers just to make a manual payment. You are making it a full-time job for me to give them money, which is an unacceptable business practice. 3. Stagnant Balance & Potential Fraud Despite making manual payments for nearly a year, my balance has not decreased. It is mathematically impossible for a balance to remain the same after a year of consistent payments unless my funds are being misapplied, stolen, or swallowed by undisclosed fees caused by theyre own technical errors. This appears to be a fraudulent effort to keep me in a cycle of debt. 4. Failure of Customer Service I have acted in good faith for a year. Theyre staff has failed to resolve a simple request for a plastic card and has failed to fix my online access. I will no longer accept being " transferred to another person '' only to start the story over again.
Frequently Asked Questions
What is Complaint #19572618 about?
Complaint #19572618 was filed against Synchrony Financial regarding Debt or credit management specifically about Problem with customer service. It was received by the CFPB on 2026-02-17T12:00:00-05:00.
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 (Debt or credit management) 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.