Consumer complaint received 2019-09-26
Company: SYNCHRONY FINANCIAL
State: NV
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
My payment is due on the XX/XX/XXXX I set up an electronic funds transfer ( check payment ) for XX/XX/2019. I expected the funds to be there, but my deposit didn't come in time so the payment was going to bounce. I logged into my app and tried to stop the payment but it said " payment processing '' so I couldn't stop it. I called customer service at XXXX XX/XX/19 and told the representative what happened and asked if this would be an problem. He said no because my payment wasn't even due yet. He told me to just go ahead and make the payment on XX/XX/19. I went into the store and made a {$60.00} payment ( my minimum payment was {$27.00} ) on XX/XX/2019. I had missed no payments since opening my account back in XX/XX/XXXX. 
I got an email XX/XX/19 from XXXX  XXXX  asking me to log on and view my score because I had an account close. I logged on and to my shock, it was my JC Penney card. I logged into the JC Penney 's app on XX/XX/2019 to make sure my payment had posted and to see if any late fees were assessed and a message came up stating my account was closed. 
I was shocked because I couldn't figure out why it could be closed. So I called customer service and spoke with a rep and he said it was closed because I had bounced 2 payments in less than 12 months. I said to him that when I called on XX/XX/19 that representative said no worries because my payment wasn't even due yet and I was fine. This rep told me but since I had done it in 24 months that they closed my account. I asked him if it was 12 months or 24 months. He said 12. I said but it doesn't make sense because my account is in good standing and I haven't missed a payment until recently but I paid that. And the payment that bounced in XX/XX/XXXX was because my bank posted my payments and then my deposit. 
The rep told me that their system just automatically does it and it can't be reversed. 
Later that night, I went home and I read my disclosure again and no where in this disclosure does it state that this would happen. I am on paperless billing/statements so I went online and I downloaded my bills and none of them stated this. They do state there are additional billing notices on the back page but the downloads don't give you the back of the page, just the front. 
So on XX/XX/19, I called customer service again at XXXX and spoke to XXXX and I asked her to explain to me why they closed my account. She said because I bounced 2 payments. I asked if to ask a manager if it can be reopened due to my good payment history. She put me on hold and came back and said the manager said it couldn't be reopened but I could apply for another card. I said that didn't make sense. I'm just trying to figure out how is it possible for them to do this. I asked her where in writing was a notified that this could occur if I bounced 2 payments. She put me on hold to check the disclosure. She came back after about 3 minutes and said that their disclosure states that they can close my account at any time. I said I see that but where does it state that they will close my account after 2 bounced payments. She said it says they can close my account at anytime so they did. I said this wasn't fair. It's not like I had done something wrong and seeing as I haven't missed a payment or done anything fraudulent, how could they do this. She said because it says in their disclosure. 
So now I'm writing to you in hopes that you can help me. I understand they have this in their disclosure but does that mean they can unfairly close my account because of some policy not written nor communicated with me? I feel like this " we can close at anytime '' message means hey, we don't like that you pay on time so we're closing your account. And that is unfair. Please help me. This has lowered my credit score by 10 points and I'm trying to build my score. Not only that, to close it without warning or explanation is unjust.

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