Consumer complaint received 2017-12-07
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I was approved for an XXXX XXXX Credit Card in XXXX XXXX. I made several payments on time except for a month or two in XXXX XXXX. However, On XXXX XXXX, XXXX I accidentally paid my account in full in the amount of {$340.00} and during the same night, I telephoned XXXX XXXX and advised them of the payment that was made and advising them that I mistakenly paid the balance in full but only wished to pay {$98.00}. I spoke with a XXXX who then advised me that in order to reverse the payment, I would have to fax over a copy of the payment that was paid showing that the monies that were paid were taken from my checking account. He then stated that it would be up to the discretion of the company to return the balance paid and that all monies could be returned except for the past due amount of {$98.00}. However, due to the holidays coming and Black Friday Sales, I decided to allow the whole amount to continue to remain as paid due to me wish to shop with XXXX XXXX on another date. A couple of days went by and on XXXX XXXX, XXXX I attempted to make a purchase but the account showed I had no available credit available. I then contacted XXXX XXXX on another date and I was told by a representative that there was not any information showing where a payment was made. I then waited another couple of days and would continuously see " no available credit available ''. I then contacted XXXX XXXX on XXXX/XXXX/XXXX and as I spoke with a representative she began to inform me that my account was closed due to inactivity or purchases on the account. I then contacted XXXX XXXX again on XXXX/XXXX/XXXX and was told that my account was closed due to me being a high risk and inactivity on the account and was advised to call back at a later time due to the time zone they were in. I called back to XXXX XXXX and spoke with a XXXX who then advised me that the account was closed due to my credit being pulled and my credit score and my account was then closed. I was also informed by either a supervisor or representative of XXXX XXXX who informed me that in order for an account to be closed for inactivity on an account it would have to be XXXX months of inactivity on the account. I was then told to re-apply for credit with the company. I then re-applied but thought on how I should not have to re-apply when I paid my account as required and there was no reason to close my existing account. I was also told that I was a high risk to the company and the account was closed after establishing credit with XXXX XXXXSychrony Bank since XXXX XXXX As a customer of XXXX XXXX and a customer who may have missed a payment but my payments were made on time or sometimes twice a month, I feel I was discriminated on due to me being an XXXX American Female and due to me calling to reverse a payment that was mistakenly made. I was also informed that on XXXX/XXXX/XXXX my account with XXXX XXXX was closed and that I would be receiving a letter dated as of XXXX/XXXX/XXXX. I also checked my credit rating on my credit report and it was stated that my account was closed in good standing by the Creditor in which I feel has a negative impact on my credit score rating as well. I am again very dissatisfied with the way I was treated as a customer of XXXX XXXXSynchrony Bank and I know I have been discriminated against. I also am dissatisfied of how my account was closed when I made payments as required. I also am dissatisfied that I was not informed that my account would be closing prior to closing it out. I was told that my account was closed based on a credit report that was pulled and at the time it was pulled it was a score of XXXX. I feel that that the XXXX that handled my account that night should be spoken to on how he dealt with the situation of a paying customer. I also will be following up to ensure that my credit information is corrected on my credit report and also will contact the Better Business Bureau and Federal Trade Commission as well. An apology letter stating their error in closing my account, My account to be noted on my Credit Report as Paid in Full and no comments noted about Creditor closing the account, Actions to be taken in regards to the Supervisor handling the call of closing my account due at his discretion. Correcting the notes in my account to show that my account was not inactive or without purchases to cause the account to close. XXXX XXXX/Synchrony Bank should also reward me for actions they took on closing my account for no apparent reason, also noting my credit records in which has an impact on my future credit purchases. I feel as though XXXX XXXX/Synchorny Bank should not make a choice to pull anyone credit to at random to see if a customer should remain a customer or have their account closed based on their current credit score while the account is opened and in fair standing.

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