Consumer complaint received 2021-05-13
Company: SYNCHRONY FINANCIAL
State: OH
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 have had a 'medical ' credit card account with Synchrony Bank for years. To my knowledge, I had never missed a payment towards my bill. 

In XX/XX/2021 I added a 'new payment method ' to my account with Synchrony Bank ( medical credit card ). This payment method was my XXXX Checking Acct '. I did this so that my payments towards this credit card would be taken out of my XXXX since the credit card is specifically for medical billing and my HSA is for medical, as well. 

After setting up the payment info electronically, when it was time for my regular monthly payment to be taken out of my XXXX, 2 payments did not go through. I contacted Synchrony and learned that 'something was wrong ' with the account number with the XXXX  Checking account that I added to my Synchrony account as a 'payment method '. Synchrony told me my account was okay and that I did not need to worry about making any payments until my next bill. 

I contacted my credit union and learned that due to security reasons, my HSA Account number reflected on my XXXX XXXX Statement was missing 'certain numbers '. As a result, that's why the payment transfer did not go through successfully ( I didn't have ALL of the account number when I set up the transfer ). I was not aware of this security protocol when I set-up the transfer between XXXX and Synchrony. 

In XX/XX/2021, I abruptly learned that my Synchrony Bank credit card was closed. The credit card company never called and informed me that there was something wrong with my account and that my account was at risk for closure. So, I called Synchrony Bank and spoke to a Supervisor. The Supervisor informed me the reason for my account closure was due to 2 missed payments in XXXX. I informed the supervisor what happened regarding the mishap ( account number ) between my XXXX and Synchrony. I informed her that I spoke directly to Synchrony 's Call Center when this mishap occurred and they ( the agent over the phone ) told me there was no problem and I did not need to make a payment until the next time by bill was due. The supervisor responded and said 'Synchrony Bank has the right to close accounts whenever they want '. She ignored the fact that their agent lied to me and never told me my account was at risk for closure. 

I asked the Supervisor for the phone number to a person above her and she reported there was no number, that the only way for me to reach someone else would be to write a letter. I reiterated that 'no number ' was available for another supervisor, and she reported 'no '. 

Since this incident occurred, I no longer have a medical credit card to help me with the burden of medical expenses. As I mentioned already, my credit is in great shape and I had never missed a payment. I feel Synchrony Bank needs to be investigated and as a consumer I did everything that I was told to do by their agent, however ; my account was closed and my concerns were ignored.

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