Consumer complaint received 2019-01-07
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
On XX/XX/2018, I was notified by Synchrony Bank that my XXXX XXXX financing card was closed due to two returned payments, one in XXXX and one in XXXX that were resolved within two weeks and yet they closed my account. I called them XX/XX/XXXX and all they said was that it's in the contract and there was no way they could reopen my account but I was free to apply for a new account. I told them I was dissatisfied and they just said sorry. So I did an online chat on the XX/XX/XXXX and a guy named XXXX XXXX again told me that I was free to apply for a new account but there was nothing they could do to reopen my account once it's closed which is totally not true. 
This is the transcript of the conversation I had with XXXX XXXX from Synchrony. 
ME Hello, my account was closed on XX/XX/XXXX for making two late payments but I have looked throughout the terms and conditions of my card and can not find where it states ... 
I would like the part of your terms that does state that otherwise I need my account reopened. 
PC I understand you'd like to reopen your account. Let 's get you over to a live chat agent so we can explore your options Connect to Live Chat Connecting to Customer Service Representative Welcome to XXXX XXXX Financing credit card account Live Chat. Your chat will be monitored and recorded for quality assurance. A chat agent will be with you momentarily. 
Hi XXXX, Hello XXXX, MY name is XXXX XXXX, your live agent. 
I understand your concern. 
ME Nice to be speaking with you XXXX Same here. 
I am sorry XXXX, if two or more payment are returned then the account will be closed automatically. 
ME I'm just trying to figure out where it says that in the terms and conditions, I couldn't find it anywhere. 
XXXX XXXX, You will see this on the terms that we have sent to your on the account opening time. 
Or else I will help you with the link. 
Please allow me a two to three minutes. 
ME I know it says you can close it without notice for anything, but it would have been nice to know before it happened because this is my most favorite account because I love XXXX products and that's why I always paid XXXX every month, I would have made both of those payments if they were only for XXXX but i did XXXX because I thought it meant something between us because it meant a lot to me but it seems like it means nothing to synchrony bank which makes me really depressed since I can't get the new XXXX XXXX and Nest for XXXX. 
XXXX means $ XXXX, not sure why it shows up like that. 
XXXX means XXXX XXXX dollars. 
XXXX I am sorry for the delay. 
I request you to please click on the below link. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I completely understand how you feel. 
However, you can certainly reapply for a new account online any time. 
ME It states that the late payment fee can be applied to any of 6 previous payments. where exactly does it state the limit to two returns, that's the one I have read and have not seen it. 
XXXX I am sorry XXXX, ME I used CTRL F and could not find it related to missed or the number 2/ two XXXX I You will see this information on the terms under Important information about your account. 
Under that closing your account section will give you the information. 
ME That's not very specific but I see how Synchrony works now, I'm very disappointed. 
We may close your account at any time, for any reason. 
XXXX I understand XXXX. I am sorry as there is no manual control over this and this is completely decided by the system based on terms applicable for every customers. 
ME But the terms don't state the two time limit otherwise I would have put it on another card or account and there's always a manual override. I know computers. 
Someone always controls the computer XXXX I am sorry XXXX, as a chat agent we will not be able to reopen account. As once the account is closed we will not be able to reopen it. 
ME Also, I did reapply but it has been two days and I have not received an email. 
XXXX However, I have coded this as a complaint and forwarded this to the concern department. 
They will definitely look into this. 
ME How do I check on the status of a new account decision? 
I just want to say that I'm not mad at you and I'm sorry if it seems like I'm being rude, it's just that I'm very upset about my account getting closed for something I had no way to prevent since I did not know it would happen : ( But please, try to have a Happy Holidays, I know I'll try. Have a great night. 
XXXX I understand, However, you can contact us at XXXX our phone banking agents will transfer your call to our application team. 
They will look the status of your application. 
I wish I could have resolved this to your satisfaction. 
Is there anything else you want me to assist you with? 
ME No, thank you and have a Great night : ) END of Transcript They are only about making money. I have not heard anything from them since this interaction I included here.

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