Complaints

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

close

Find a Location

Synchrony has 106 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Synchrony

  Kettering, OH 45420-1469

• 

  Synchrony Financial

  PO Box 4293 Station A Toronto, ON M5W 5X6

• 

  Synchrony Bank

  4500 Munson St NW Canton, OH 44718

• 

  GE Capital Cons Cardco

  PO Box 9001557 Louisville, KY 40290

• 

  Monogram Credit Card Bank of Georgia

  PO Box 103014 Roswell, GA 30076

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:07/14/2025

  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 initiated an ACH from my Synchrony bank account to another pre-existing linked bank on July 11, 2025. While I received an automated email acknowledgement shortly thereafter I received another email and a voicemail indicating that my request was blocked. I called Synchrony and they indicated it was blocked and they wanted to know why I had initiated a transfer. First of all, it's non of their business to even ask. They asserted some type of "rapid fund" movement as their lame excuse. I explained that I had initiated movement into Synchrony from another account last week. I realized I didn't want to keep it there (as I could get a better rate) and attempted to moved it out. Now they can't even tell me when my account will be unfrozen.
  I don't believe they have a reasonable basis to lock my account and then to have the gall to ask me what I'm doing with the funds. Mind you this was all of $3,900. What a bunch of losers! If this is how they think they will retain customers, then they are doing a great job of pushing them away.

  Business Response

  Date: 07/28/2025

  July 28, 2025
  
  
  Submitted via Better Business Bureau Website
  
              RE:                                (HYS)
              Case
  Number:             ********
                                                  Synchrony
  Bank
  
  On behalf of Synchrony
  Bank, I am responding to your inquiry we received from the Better Business
  Bureau (BBB) on July 14, 2025. I appreciate you bringing this matter to my
  attention.
  
  On July 9, 2025, your
  HYS account received a $3,750.00 deposit, resulting in a balance of $3,979.67.
  Two days later, on July 11, 2025, you initiated an ACH transfer of $3,900.00 to
  your registered external account with ******* ***** account. Due to the funds
  being on file for less than 60 days, the transaction was flagged for manual
  review. This required additional verification of the transfer. Subsequently,
  the account was restricted, and the transaction was declined pending
  verification. An email notification was sent to you regarding the restriction.
  
  You contacted Synchrony
  Bank on July 11, 2025, to inquire about the account restriction. The banker
  confirmed the deposit and ACH transfer and processed the request to remove the restriction.
  The account restriction was removed on the same day. However, the transfer
  ability remained restricted. We apologize for any inconvenience this may cause.
  
  The transfer ability
  restriction review was completed on July 17, 2025. Your HYS account is open with
  a balance of $3,904.67. All account restrictions have been removed, and
  transfer ability has been restored.
  
  Thank you for the opportunity to respond to your concerns.
  
  Sincerely,
  
  Senior Specialist, Corporate
  Consumer Relations
  Synchrony Bank
  

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Requiring that a balance be on file for 60 days is absolutely ridiculous from a banking perspective.  This is an online savings account not a money market or CD.  It makes the ability to bank with Synchrony virtually impossible.

  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:07/09/2025

  Type:Customer Service 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 am writing to formally express my dissatisfaction with the quality of service I have received as a customer of Synchrony Bank and to request immediate action to resolve the issue.
  
  I have been a cardholder for several years and during that time, I have generally been satisfied with their services. However, recent experiences have prompted me to reconsider my association with this company.
  
  Over the past two months I have experienced several issues that have caused significant inconvenience and frustration.
  
  Specifically:
  • I contacted customer service and provided additional information but each time I was given no positive resolution since I was never contacted by any member. I also wasn’t able to upload any documents and had to fax them. This has been a recurring issue.
  • Delays or lack of response from customer service.
  • Difficulty in reporting or resolving disputes.
  
  I find this level of service unacceptable and not in keeping with the standards I expect from a major financial institution. The company policy has been misleading. I am requesting that the following actions be taken:
  
  1. A full investigation into the issues I have raised
  2. To comply with policies and services supposedly provided by the financial institution, such as protection against the quality of a service
  3. A written acknowledgment of poor service
  
  I am NOT paying for a service that was unsatisfactory and that was confirmed to be that way by a AAA representative.
  
  Please treat this matter with urgency and provide a written response at your earliest convenience.
  
  Sincerely,
  *****

  Business Response

  Date: 07/14/2025

  ******** *******
  ** *** ******
  ********* ******** ** **********
  
  
  
  July 14, 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 July 9, 2025. I
  appreciate you bringing this matter to my attention.
  
  We previously responded to your complaint on
  June 20, 2025; July 2, 2025; and July 9, 2025, and a copy of each of our
  responses is enclosed. After a review of your concerns regarding this inquiry,
  Synchrony feels we have accurately addressed your concerns. Our position
  remains the same as stated in our original responses. If there is any
  additional documentation for us to review, please provide a copy and we will
  reopen your investigation for further review.
  
  Based on the documentation received, it has
  been determined that the services were rendered and completed. While we
  understand and empathize with your situation regarding the dissatisfaction you
  may have experienced during your interaction with ***** ****** * ***, any
  further disputes should be directed to ***** ****** * ***.
  
  On behalf of Synchrony, I regret any
  inconvenience and frustration you experienced with our website while attempting
  to upload documentation. We value you as a customer and appreciate your input
  and feedback. By receiving feedback from our customers, we are able to improve
  the quality of eService we deliver.
  
  We regret you were dissatisfied with the
  handling of your dispute, indicating you did not receive any calls from our
  dispute department. If our dispute department needs additional information from
  you, they will send a letter or email requesting additional documentation.
  Thank you for taking the time to bring your concerns to our attention. By
  receiving feedback from our customers, we are able to address specific issues
  and improve our service quality.
  
  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.
  
  A cease and desist has been placed on the
  above-referenced account to prevent future collection telephone calls or
  correspondence. Please note that billing statements and other legally required
  forms of written communication may be sent to the mailing address on file.
  
  Thank you for
  the opportunity to respond to your concerns.
  
  Sincerely,
  
  
  Senior
  Specialist, Corporate Consumer Relations
  Synchrony
  
  Enclosures

• Initial Complaint

  Date:07/07/2025

  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 am writing with a deep sense of frustration, anger, and despair to urgently demand the immediate unfreezing of my account so I can access my own funds. Over the past eight days, I have made fourteen separate phone calls—each time desperately seeking assistance, clarity, or at the very least, a reason—only to be met with relentless silence, indifference, and complete inaction. No matter what I say, no matter how many times I call, nothing changes. I am met with the same vague, dismissive responses
  
  
  This ongoing situation is nothing short of a severe violation of my rights and dignity. I live solely on Social Security Disability and a small annuity—funds that are essential for my survival. Without access to my money, I am unable to buy food, pay my mortgage, or cover basic living expenses. I am now late on my payments, and this delay is directly caused by Synchrony Bank’s inexplicable actions. I have been robbed of my financial stability, my independence, and my sense of security—completely disenfranchised by a system that refuses to help or even communicate.
  
  It is infuriating that they hold my social security and my rightful funds—money that belongs to me—and that despite my repeated pleas, I am met with nothing but stonewalling. This feels not only unjust but potentially unlawful. I am vulnerable and sick, battling recurrent metastatic prostate cancer, and this ongoing freeze—without explanation, without transparency, and without support—is an unbearable assault on my basic human rights.
  
  I am begging you—please, I implore you—to rectify this situation immediately. Unfreeze my account without further delay, provide a clear and honest explanation for the hold, and ensure I am no longer ignored or dismissed. My very survival depends on swift, compassionate action, as this is an abomination.
  
  Please understand the severity of this—my livelihood, my health, and my dignity are at stake. I urgently request your intervention to correct this grave injustice now.

  Business Response

  Date: 07/11/2025

  July 11, 2025
  
  
  Submitted via Better Business Bureau Website
  
              RE:                                (HYS)
                                                  Money
  Market Account (MM)
              Case
  Number:             ********
                                                  Synchrony
  Bank
  
  On behalf of Synchrony Bank, I
  am responding to your inquiry we received from the Better Business Bureau (BBB)
  on July 7, 2025. I appreciate you bringing this matter to my attention.
  
  On May 27, 2025, you
  initiated two online applications; one to open a MM account and one for a HYS
  account. The MM account was funded with $2,807.00 on May 30, 2025 with an Automated Clearing House (ACH)
  transfer from your registered external account (REA) at ***** ********* Credit
  Union account. The HYS account was funded with a $200.00 an ACH transfer from
  the same account.
  
  On June 4, 2025, you
  added a ******* Bank account as a REA. However, this account was added and
  deleted twice with no scheduled transfers prior to the final deletion of the
  account.
  
  On June 20, 2025, we
  received an ACH transfer in the amount of $2,807.00 from your ***** *********
  Credit Union account; however, the transfer failed with a closed account reason
  and it was returned. Furthermore, an alert was sent to you. You contacted us by
  eChat later that night. The banker confirmed the reason for the restriction and
  advised you to contact us by telephone.
  
  On June 21, 2025,
  Synchrony Bank reviewed the transaction and other activity related to your
  accounts and contacted you by telephone. You were able to verify and confirm
  you opened the accounts. You further indicated the ***** ********* Credit Union
  account was your account and that it was not closed. However, you stated you
  didn’t have a ******* Bank account.
  
  We reviewed the
  accounts activity and located Out Of Country (OOC) logins and the use of four
  devices accessing the online profile. You stated that you hadn’t traveled
  outside the United States and that you had only used two devices to access your
  profile. Synchrony Bank left the accounts in suspension until a second review
  could be competed. You contact us numerous times requesting Synchrony Bank to
  remove the suspension and indicating that you wanted to close the accounts and
  transfer the account balances back to the originating REA.
  
  On June 24, 2025, a
  $177.34 debit to T-Mobile was returned to the MM account due to the suspension
  status. A $1,000.00 mobile deposit of a check,
  #****,  was manually verified and posted after a
  manual review to your MM account. You contacted the bank requesting the removal
  of the suspension.
  
  On July 3, 2025, you
  contacted Synchrony Bank indicating that you set up your social security
  deposits and the benefit checks to deposit into your HYS account and that due
  to the account being in suspension, you didn’t have access to those funds.
  Please note that no social security deposits or benefit checks had posted to
  the account due to the suspension status. You were advised the accounts would
  remain in suspension until the final fraud review was completed.
  
  On July 8, 2025, the
  suspensions were removed. Synchrony Bank has processed your request to close of
  both accounts. A final transfer from your HYS and MM accounts to include all
  funds and interest will be returned back to your ***** ********* Credit Union
  account.
  
  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 Bank
  

  Customer Answer

  Date: 07/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:07/01/2025

  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.

  Spoke with the Care Credit Agent on the Synchrony website on May 5, 2025 regarding charges on my Care Credit Card. I was told to pay a specific amount of $655 so there would be no further interest. They said if I paid this amount I would be up to date and would incur no more interest. I PAID THE AMOUNT THAT DAY. WAS STILL CHARGED ANOTHER $13.99 IN INTEREST ON MAY 13, 2025. I contacted them over chat online again and was told THE $13.99 WOULD BE REMOVED. Charge was NOT REMOVED AS OF JUNE 26, so I contacted them over chat online AGAIN. I spoke with the manager, Andy Brown, who refused to remove the charge and denied there was any documentation of the previous chats where I was told I would not receive interest and that it would be removed from my bill. Mr. ***** proceeded to cut me off while I was speaking and ended the chat without ever resolving the issue. So I called over the phone to speak with a customer service manager. Kevin Young, the manager, was extremely unhelpful. He refused to remove the charges that I had already been told would be removed, and also told me he couldn’t send me the documentation of my online chats with the other agents which PROVE that I was told the charge would be removed. He denied I had been told that and was nothing but a repetitive robot with zero customer service skills. He didn’t care at all that I had been told the charges would be removed, he argued with me, kept repeating himself over and over and did nothing to help me at all. Worst customer service I’ve ever seen. I have no way to show documentation of the chat conversation because I was told I'd have to contact Synchrony corporate office by MAIL to try to get that. Those managers could see the previous conversations right in front of them and they know that agent told me I would get a credit on my statement. But they lied and would do nothing to follow through on what I was told.

• Initial Complaint

  Date:07/01/2025

  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 took out the care credit to pay for medical bills that had to be paid for, they were promotional interest free charges, they are charging me interest of like 3 and 4 dollars here but this month they charge 83.93 in interest charge, stating the promotional wasn't paid off; however I have made enough methyl payments to have that one paid off, when I try calling and talking to them; no one will work with me on it. they have gone from no interest rate to 32.99 and they arent taking my payments and applying it to the correct promtional charges.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair 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 was offered a line of credit from PayPal/Synchrony Bank on 5/13/3025. When I received the card in the mail, I was unable to activate it because I was informed that my account had been closed. Synchrony approved my credit application on 05/13/2025 and closed the account on 05/21/2025 without warning or explanation. It is now showing on my credit report and negatively affecting my credit score as a closed account with only 8 days of age. If they had planned to close my account immediately due to a credit risk, why did they approve my application in the first place? I think it is criminal to report this account to the credit bureaus, as I am actively working to rebuild my credit after bankruptcy. There should have been a flag in their system before the application was ever approved, and this account closure is no fault of mine.

• Initial Complaint

  Date:06/30/2025

  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 Bank (CareCredit) has been impossible to work with. I am experiencing an extreme financial hardship and I am working with ***** ********** Organization. (a debt management company)
  
  Frist it starts out by CareCredit saying they never got the proposal, then they get it to the updated terms they ask for and never respond. This has caused my account to become past due and I keep getting slammed with late fees, when I am willing to pay card balance carecredit just have to respond to the multiple faxes ***** ********** has sent them.
  
  The second issue is being able to change my due date. ***** ********** sends my money to Care Credit on the 7th of every month. I need to push my statement date to at least the 14th. Supervisors (**** ********) and Staff continue to argue with me about changing it. I am chaning it to ***** *********** terms.
  
  My other alternative to this is bankruptcy which care credit would need to discharge my debt, I am willing to make payments. But my due date needs changed and they need to return the offer to ***** **********.
  
  I need this to be done ASAP, as I can only pay what ***** ********** is sending to them.

• Initial Complaint

  Date:06/30/2025

  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.

  In November 2024, I made two large lump sum payments to pay off outstanding balances with 0% interest. Specifically $1370.55, the payment was allocated incorrectly to a regular outstanding balance rather than the promotional balance. The promotional balance, then accrued interest, when it rolled over and expired, and went into a regular outstanding balance in February 2025. When the outstanding balance itself rolled over, I accrued $605 and interest fees. These fee should not have been accrued considering that this balance should’ve been paid off in December 2024. Since then I have called in to discuss the incorrect allocation of these payments, and a case has been opened for review. In the meantime, I’ve continued to accrue interest on a balance that is incorrect. This is costing thousands of dollars and interest fees that I am not responsible to pay. I’ve also been charged late fee charges, while the case has been open. But again - I’ve been told that a payment would not need to be made until confirmed, correct payment amount will be determined. It is understandable that errors are made, however, charging a customer and a consumer interest fees and other penalties all while the company is completing an investigation for an error that they’ve made, is irresponsible and dishonest. I’m hoping to find a resolution to my claim. And be refunded not only the amount that should’ve been correctly allocated previously, but the interest fees I have accrued based on this incorrect allocation.

• Initial Complaint

  Date:06/30/2025

  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 bank (Synchrony) has failed to deliver timely bills and as a result, they have repeatedly charged me "late fees" WITHOUT the ability to correct their errors. This problem has been going on for almost a year without resolution. I had no other choice but to request they CLOSE my accounts. Additionally, they KEEP reporting my account number incorrectly. I have written to them many times but have not been able to correct the situation which is impacting my EXCELLENT credit rating.

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 June 10, 2025, I took my dog to the emergency vet in ** ***** **. I asked for 24 months interest free financing. I did not realize that 24 months carried interest. The lady told me that she could not do anything about it. I called CareCredit. They told me I had to call the vet to fix this. I spoke to a billing lady and she refunded the transaction for 24 months and charged me a 12 month interest free charge.
  Upon looking at my CareCredit account, I was refunded the 12 month transaction and charged the 24 month financing plus charged $2 interest. CareCredit refused to reverse the charges, telling me I had to go through the emergency vet, which I already did.
  I demand the transaction return to the 12 month financing at 0% interest and be refunded the $2 interest charge.
  CareCredit has given me the runaround. I spoke with a supervisor who gave me the runaround on this.

  Customer Answer

  Date: 07/29/2025

  I just found out last night that my interest charge has been refunded. I am satisfied and consider this case resolved. Thank you.