Consumer complaint received 2021-03-18
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
On or about XX/XX/2021 I called my credit card company to ask about authorized users on my account ; specifically, how many authorized users I was allowed to have on the account. I had recently read on their website when I signed into my account that I was allowed ten ( 10 ) users on the account. The customer service representative I spoke with confirmed that was correct and I was allowed to have ten ( 10 ) authorized users on my account. 

Given this information, both published on their website and confirmed by their customer service representative, I added seven ( 7 ) authorized users ( all family members XXXX to my account. 

On XX/XX/2021 I woke up to login to my account and found that my account had been closed. When I spoke with the customer service representative for the credit card company, they informed me it was because I had " too many '' authorized users on the account. A subsequent letter I received from the credit card company confirmed that was the sole reason my account was closed ; " excessive number of authorized users on this account ''. 

I spoke with a supervisor and an account manager, " XXXX '', on XX/XX/2021 and I argued that I was well within my rights to have the authorized users on my account per the information on the website and the representative that informed me so. Further, it was illogical ( and impossible ) for me to have an " excessive number of authorized users '' on my account as I was allowed ( authorized ) by the credit card company to add these users to my account. Why would I be allowed to add these users to my account if it was against procedure, policy, rules, or terms of my agreement with the company? Why would they make that statement on the website? Why would the customer service representative give me that information? How could their system accept it, then issues credit cards in all the authorized users ' names if I weren't allowed, if there was an " excess ''?

The account manager " XXXX '' said he understood and told me that they would review the action and send me correspondence with a decision. 

The decision was received today, XX/XX/2021 and they have declined to reinstate my account. 

This obviously has had a negative effect on my credit and credit worthiness. 

While there are many possibilities as to why my account was actually closed, I can only understand it as being some form of discriminatory action, as I had recently ( two weeks prior to my account closure ) paid down my balance of about $ 11k and two ( 2 ) days before added my family members to my account with names that are of XXXX decent. Why else would my account be closed if my account was in good standing, balanced paid off, and I had not violated any terms of my account? 

There is simply no other way for me to understand the actions of the credit card company in any other way. Again, as the SOLE reason for my account closure was " excessive authorized users '' on my account even though I was allowed to add those users.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation