Complaints

This profile includes complaints for Synchrony's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Synchrony

  Kettering, OH 45420-1469

• 

  Synchrony Bank

  PO Box 508 Depew, NY 14043

• 

  GE Capital Canada Financial Inc

  P.O. Box 925 Agincourt Station Scarborough, ON M1S 0E8

• 

  Synchrony Bank

  PO Box 534021 Pittsburgh, PA 15253

• 

  GE Capital Consumer Company

  4605 Duke Drive Macy's Mason, OH 45040

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my Lowe's credit card since around 2022. I purchased a stove and wine cooler. I had a 3000.00 credit limit. I have been paying on my card every month, well before the due date. I also pay more than the minimum payment. While I do not pay huge sums monthly, the payment is met, plus some.
  
  Today, June 15th, I received an email stating my credit limit was being reduced. I understand they have the right to do that, but the reasons don't seem justifiable. They said my average payment was to low. I pay more than the minimum. If they want higher payments, they should raise the minimum payment.
  
  They also said the number of months since the account was opened is too low. I made my purchase around 2022 and have been paying ever since. I don't understand that reasoning.
  
  The final reason they gave was that the balance to credit ratio was to high on this card. I owed $1505.00 on a $3000.00 card. How can they expect you to make a big purchase without using the credit? And now, they reduced my credit to $1560.00 which really makes my balance to credit ratio high.
  
  This is not good for a customer that has faithfully been making payments, using the credit resposibly, and trying to improve their credit score. I have given no indication of misuse of the card.
  
  I don't understand why it was dropped within dollars of possibly causing the interest to make me go over my limit. They left me with $54.00 dollars available. What would have happened if I didn't see the email when I did?
  
  Again, I understand that they reserve the right to lower and even cancel the card at any time for any reason, but the reasons they gave me don't seem like good reasons to give a loyal customer. I have several Synchrony accounts and never missed a payment on any. And I always pay more than the minimum, even if it's just a few extra dollars.
  
  I would like it if they could review my account again and please reconsider this decision. Thank you for your time and consideration.

  Business Response

  Date: 07/07/2025

  It is necessary for us to conduct further research to resolve the issue and respond accurately to your inquiry. Once the review is complete we will respond to you through the BBB.

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  
  Submitted via Better Business
  Bureau Website
  
                                Case Number:             ********
                                Creditor:                       Synchrony 
  
  On behalf of Synchrony, I am
  responding to your inquiry we received from the Better Business Bureau (BBB) on
  June 16, 2025. I appreciate you bringing this matter to my attention. 
  
  Thank you for speaking with us in
  regard to your inquiry. To recap our conversation on June 25 , 2025, we
  discussed a credit limit increase. I appreciate you for providing your income
  details.
  
  On June 13, 2025, your credit limit
  was decreased from $3,000.00 to $1,560.00. As required, Synchrony sent a letter
  to you advising of this decision, on June 13, 2025. The specific reason(s) for
  the action were articulated in the letter, and I have enclosed a copy for your
  review.
  
  As per your request, a credit limit
  increase was submitted to increase your credit limit from $1,560.00  to $3,000.00. 
  Your request for a credit limit increase was declined, and a letter was
  sent to you explaining the reason for our decision. 
  
  Our decision was also based on our
  own internal scoring system. We regret any inconvenience this may have caused
  you, but at this time, the action taken on the account will remain as stated in
  our original letter, dated June 13, 2025. We have enclosed a copy of the letter
  for your reference.
  
  While you have indicated you pay
  your bills on time, our decision was not related to a negative payment history.
  While you have a satisfactory payment history with Synchrony, Synchrony does
  not base our decisions solely on the payment history on accounts that a
  consumer has with us. Our decision was based on a statistical review of your
  accounts reported within your credit file. 
  
  Each month if you have a balance on
  your account, you will receive a monthly billing statement. On that statement,
  we detail your full balance due, minimum payment required and the payment due
  date. Although customers may pay additional amounts to be applied to their
  principal balance, those additional amounts do not satisfy future months’
  payment obligations. When the account cycles without the required monthly
  payment for that billing cycle, a late fee will be assessed, and that fee will
  become part of the balance. We have enclosed an account summary in order to
  better display all of the purchases, payments and any assessed fees.
  
  Based on your inquiry, we have
  reviewed your account record and verified we have accurately reported your
  account history information to the major credit bureaus. Since we have reported
  accurate information pertaining to your account, we are unable to delete or
  modify the status as reported. 
  
  We regret our response could not
  have been more favorable; however, our position remains unchanged.  ********
  Page 2
  July 15, 2025
  
  
  
  
  We would like to stress compliance
  is very important to Synchrony, and we follow all applicable laws and
  regulations. Your account is also important to us, and we strive to serve our
  account holders in a timely and satisfactory manner. We regret any dissatisfaction
  you may have experienced regarding this account.
  
  
  Thank you for the opportunity to
  respond to your concerns. 
  
  
  Sincerely, 
  
  
  Senior Specialist, Corporate
  Consumer Relations
  Synchrony 
  
  Enclosure(s)  

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My initial decrease in credit was based on one set of reasons. After my complaint, the reasons changed completely. Also, I am being told that my payments are not late, but also that I am being charged fees because I'm paying my bill as soon as I get it and apparently the representative believes I'm paying late. This is because my bill is sent at the end of one month, to be paid by the 7th of the next month. So because my payment is showing at the end of each month (actually an early payment) they can't understand the concept of an early payment. And yes, I wait until my E-statement is sent and it shows that a payment is due before I pay. Also, I went back through my statements and couldn't find any fees charged to my account. So I don't even know if they are looking at the correct information. But, I'm not going to continue going back and forth with this. I understand it is a right of theirs to modify credit with no good reason. My credit has taken a hit due to this. My main objective now is just to make sure this is documented so that others may be made aware that this could potentially happen to them. If they are trying to build their credit, Synchrony Bank may not be the best option, because they do not base decisions on payment history or responsible card usage. They also do not seem to understand how to read their own statements and will have you worried about your payments being credited properly.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The information on this report does not match my personal information and records. I request full cancellation of this account from my credit report.

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment on my credit account and they removed the money from my checking account, but they are holding the amount for almost 3 weeks which is preventing me from further using said account. I recently opened this account and was forced to close it due to lack of resolution from the company. I asked to speak to a supervisor and was told that I was unable to be transferred and there was absolutely no resolution that could be completed on their end. This absolutely unacceptable to hold this amount without adding it back to my available balance! This will negatively affect my credit report due to the length the account was open. I want this account completely removed from my report so that I can open with a different company. I am beyond disappointed and I would like to see a financial compensation due to absolutely terrible customer service of the end of the bank.

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about January or February 2025 I placed a call to HSN regarding a purchase that had been returned and to find out when my account would be credited. The representative advised me that my account had been credited for all the returns and that I had a zero balance with them. Since Synchrony bank is the issuer of my HSN card, I conferenced them in the call. The HSN representative explained the returns and credits to my account. I was told that with the credit I had a zero balance with both HSN and Synchrony bank. I also found out at that time that Synchrony had been billing me $1.00 ever month since 04/23. I requested a credit for this charge as Synchrony had not informed me of this charge. I was informed that I would be credited but, found out tonight that I had not been and that I was still being charged this fee. Synchrony claimed that I had a remaining balance of $9.00. They failed to notify me of. I have not received a billing statement from Synchrony since on or about Jan 2025 nor have they sent me any emails communication informing me of any missed payment for the $9.00 they claim I owe. Synchrony have charged my account late fees, fees for billing statements/interests but failed to inform me and make the necessary adjustments/corrections to my account. They have wrongly reported me 30 days late to the credit bureau causing my credit score to drop and credit application to be denied without proper cause.
  Lastly, Synchrony failed to properly adjust my account and to inform me of charges for paper statements, not giving me an option to choose other methods for receiving statements and failing to inform me of late or missed payments they claim I owe. Please help me understand why this business did not advise me of a possible late or missed payment since February 2025. Why did they allow four months to pass and not notify me? I was made aware of potential negative information on my credit report by my credit monitoring company, not synchrony bank. Thank you

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SUBJECT: Unresolvable Problem with Synchrony Bank (SB)
  SB "Pay Later" Account Ending in ****
  REF: (A) SBLetter on Subject dated 12/25/2024 (c?pies of
  all references enclosed)
  (B) ******* **** (**) Letter to SB dated 1/2/2025
  (C) SB Accounting for Subject as of 4/15/25
  (D) ** Accounting for Subject as of 4/15/25
  (E) ** Letter to SB dated 4/15/25
  (F) SB Letter to ** dated 4/24/25
  (G) ** Letter to SB dated 5/5/25
  (H) SBLetter to ** dated 5/20/25
  (N.B.: All ** Letters were sent certified mail)
  I am writing this letter searching for assistance in trying to solve a dispute with
  SB which has lasted almost one-half year now, proving to be unresolvable
  through normal written discourse.

  
  Let me begin with apparently the only point of agreement between SB and us at
  this time: this involves a credit of $6300 made between SB and my wife and me
  last September (2024) (for medical treatments which she required).

  The problem began in late December 2024 when SB sent us the Ref. A letter
  essentially accusing us of not making any of the required monthly payments on
  the credit. At this point we had made three monthly payments to SB for this
  credit of $525 each by check. All three checks had the subject account number
  clearly notated and all three had cleared our checking account, showing SB as
  the recipient. Therefore, I responded to Ref. A with the Ref. B letter, explaining
  the situation and enclosing copies of the three checks.

   

  I received no response from SB to my Ref. B letter. Because SB apparently was
  having difficulty accounting for the checks I had sent, I switched to making
  Electronic Fund Transfers (EFT) (despite my "old timer" reluctance to make

  payments without having cancelled checks as proof of payment). I made EFTS
  for the credit for the months of January, February and March. Each time I made
  an EFT, I first received e-mail confirmation of my payment from SB and then the
  payment showed up in my bank statement as having been made to SB. When I
  tried to make an EFT payment for April, SB's site would not let me do it. This
  inability to effect a payment went on basically for two weeks. I then noticed that
  while at this time I had made payments (check and EFT) totaling more than
  $3000 (see Ref. D), SB's accounting for the credit as of April 15, 2025 showed me
  as having paid only about $750 (see Ref. C).

  
  This situation caused me to write the Ref. E letter to SB. SB's response was the
  Ref. Fletter, basically saying that they required more information, specifically
  copies of any checks and, for the EFTs, copies of my bank statements. I complied
  by sending the Ref. G letter, not including copies of the three checks involved
  because I had already submitted such copies two times at this point, but
  including copies of my bank statements (clearly showing the three EFT
  payments) and copies of the e-mail confirmations sent from SB each time I made
  an EFT payment.

  The latest salvo is the Ref. H letter, in which SB basically indicates that as of May
  20, 2025 only about $735 has been paid on the credit (whereas, as noted above,
  the actual amount is more than $3000).

  
  I find the current situation unimaginable, given the supposed caliber of SB. SB
  clearly does not acknowledge most of my payments, but nowhere discusses any
  of them specifically and does not provide any justification at all for not accepting
  them (despite my having provided clear documentary proof of their having been
  made). As can be seen, SB's refusal to provide acknowledgement of my
  payments has occurred despite my specific requests for such acknowledgement.
  

   

  The most recent SB letter (Ref.. H) is particularly disappointing. After almost six
  months, after my submission of what I believe to be clear proofs of six payments
  totaling more than $3000, after specific requests in my letters, there is not a
  whit of discussion of any of my payments. There is only an iimperious
  announcement of what SB believes to be due. It is as though none of my letters
  has been read. Unbelievably irresponsible, lackadaisical.

   

  In addition, SB continues to send me dunning e-mails and to attempt to contact
  me by telephone to dun me for payment. They apparently do not have the
  imagination to understand that I am most reluctant - indeed, it would be highly
  imprudent - to make any further payments for this credit in view of the strong
  evidence that SB is incapable of accounting for them properly.

  
  Is there any way you might assist me in trying to untangle this almost
  unbelievable mess? I feel almost at the point of despair. I clearly am not
  communicating on any reasonable terms with SB. What can one in this situation
  possibly do? I would greatly appreciate any advice.

  See Attached

  Customer Answer

  Date: 06/12/2025

  See Attachments

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying my payment every month and set up auto pay with my bank. But still they charged me without any notice , they charged me double, pulled my credit score. When I called them, they didn’t helped me but told to pay extra $268 for no reason.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture from Crate and Barrel in November 2022. I had deferred interest for 24 months. I paid on my account on time each month. By November 2024, I had a balance of $1359 which I expected I would have to pay the interest on. However, the interest ended up being more than my balance. It was $2300 and all I owed was $1359. I've paying down my balance but this is unfair business practices that the interest is more than I owed.

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother died in April 2024. Her Amazon Account was cancelled in June 2024. Amazon indicated a zero balance at time of closing. But, Synchrony Bank has been harassing the survivors with phone calls and mailed bills for a $304.64 'Membership fee', since the end of June 2024. Our mother is dead, this bill is fraudulent. If this is not resolved ASAP, civil action will be engaged against Synchrony Bank.

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Synchrony appears became the “holder” of a “loan” without my knowledge, consent, or agreement. They have refused to provide any loan argument I have with them. I have sent two certified letters to Synchrony, and had two calls with Synchrony (one recorded) in which I was given overtly false information-- all the while they refused to provide any loan agreement with my signature in any form.
  
  Synchrony has taking money from my bank account against my permission and –according to my bank (******)—Synchrony has evaded my bank’s own controls to prevent this. I have documented this including my written communications with ******. I first reported this to my bank in 2024, and Synchrony continued to take money from my ****** Bank account through March 2025.
  
  I thought this original loan could have been taken over by Synchrony from a company called ***** in 2019, but that was a zero interest (guaranteed zero for life of the loan) loan and could not possibly be still needing any payment past 2023. In one phone call, a Synchrony rep claimed that I have been communicating with them about changes in the payment structure. This is completely and verifiably false; not even a kernel of truth.
  
  I suspect that Synchrony took-over the loan and changed the terms (zero interest) without my knowledge or consent, and are now holding my credit score "hostage" and are claiming I owe them >$1400. I do not owe them any $, and would like to recoup at least some of the money they have taken form my bank account without my authorization. They have never responded to my certified letters, and also did not even keep the promise (on a phone call) to send me the total amount I have paid them.
  
  The cost to my credit and financial reputation has exceeded the amount of the “loan” in that my life-long (pristine) credit score of >800 has plummeted for no reason other than Synchrony.

• Initial Complaint

  Date:06/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have/had three credit card accounts with Synchrony Bank and within the last two months someone has changed my email address on these accounts without my permission. Synchrony Bank emails a change notice and it says to call them when this happens if it isn't me so I call their fraud department to have my email address changed back so they close my account and open a new one and before I receive my new card in the mail, I get another notice that someone has changed my email address. This has happened eight times on my Sam's Club account so I closed it but I still have MyLowes and JC Penny credit accounts and I have had to close and reopen these accounts four times each. Synchrony said they put my accounts under investigation but I'm beginning to think someone that works at Synchrony is changing my information. It seems really suspicious that someone that doesn't work there is so persistent. Please help me solve this problem.