Consumer complaint received 2023-07-31
Company: SYNCHRONY FINANCIAL
State: ME
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I previously had a Citgo Rewards Card through Synchrony Bank. The issue began on XX/XX/XXXX when my first payment of {$92.00} was due. Having previously provided account information and setting up auto pay, I believed the payment was made. On XX/XX/XXXX, I was notified by Synchrony Bank that the {$92.00} payment was returned due to " Insufficient Funds. '' I immediately contacted my bank XXXX  XXXX XXXX XXXX by telephone who advised me that the funds were in the account. I contacted Synchrony Bank by telephone directly after speaking to my bank. The customer service agent informed me that they attempted to pull a payment from a savings account which was returned. I advised them the payment was to come out of the Checking account. I also transferred the {$92.00} payment from my Checking account to the Citgo Rewards account. I was told there was nothing they could do. The agent got extremely argumentative and very rude. I called XXXX  XXXX XXXX XXXX and after speaking to them, they gave me an account number that is directly linked to my checking account number in order to resolve the issue. I immediately called Synchrony Bank back and provided them with the new account number. At this point, I believed the problem was resolved because there was no further issues until XX/XX/XXXX. On XX/XX/XXXX, I made the minimum payment due on the Citgo Rewards account in the amount of {$29.00}. On XX/XX/XXXX, I received a letter in the mail from Synchrony Bank stating my account was closed on XX/XX/XXXX due to 2 returned payments. I immediately contacted Synchrony Bank by telephone advising them that I have proof of payments and again was told there was nothing they could do. I was informed that this was my problem and not theirs. On XX/XX/XXXX I requested proof of debt due to the damage Synchrony Bank had done to my credit report with their negative remarks they reported to the credit reporting agencies which I have attached the supporting document they provided to me on XX/XX/XXXX. I also questioned why an account which was closed on XX/XX/XXXX had a purchase on XX/XX/XXXX to which I have not received a response yet either though Synchrony Bank continues to assess late fees to me. I have also attached supporting documents that prove both payments which Synchrony Bank claims were not paid were in fact paid. I have made numerous attempts to resolve this matter with Synchrony Bank and have spoken to many customer service agents though Synchrony Bank refuses to cooperate and customer service agents repeatedly tell me there is nothing they can do. I have spoken to XXXX XXXX, XXXX XXXX XXXX 3 times ), XXXX XXXX and a woman named XXXX who refused to provide a last name or agent ID number. I also left a voicemail for XXXX XXXX who sent me the letter on XX/XX/XXXX stating my account was closed. XXXX stated in the letter " I welcome the opportunity to assist you '' yet she has not returned my voicemail. It is now XX/XX/XXXX. It has been nearly 6 months since I left her a voicemail with no response.

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