Consumer complaint received 2023-02-02
Company: SYNCHRONY FINANCIAL
State: WA
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:
My card was stolen in XXXX and i promptly reported this to XXXX XXXX XXXX  via phone. I reported unauthorized charges and provided the police report. I was told I would receive a new card in the mail which they never sent me, allowing me to believe my card remained in good standing. Ive paid my bill on time each and every month not missing a single payment. Ive been attempting to use my card for several days to pay my electric bill and transferred money to my credit card account to do so. However, my virtual card stopped working and I was unable to use this card and finally today learned it was because my account was closed. I was told this was due to overages but again, Ive paid my bill on time each month, and in excess of my bill. I contacted this card about their billing practice of charging me for overages despite me depositing funds then double checking my funds availability via the XXXX XXXX XXXX  app prior to making charges and could not get an applicable answer. My issue is that a new card was requested months ago and XXXXXXXX XXXX XXXX used unfair and misleading practices to close my card by waiting until I made a higher than normal deposit, cutting all access to funds off, then sending me a letter closing my account days after they had already stopped me from accessing available funds on my account by prohibiting me from using my virtual card. This also tracks with the manipulated deposit times that XXXX used in order to charge for overages despite the transferred funds being available in my account according to their own app. 
I told them I was just getting back on my feet from XXXX and they are fully aware I was XXXX and my purse stolen just weeks before XXXX, I also told them the funds I deposited were for my electric bill which is tied to my rent and I will receive an eviction if this is not paid. I had no reason to request XXXX relief for this account as I had never been late paying this card. My account was never inactive, and I have paid the interest charges in a timely manner despite no clear communication about when these charges have popped up in addition to my regular bill. XXXX XXXX XXXX  is kicking Americans while we are down on the heros of a pandemic shortly after the holidays. I was just getting back on my feet and had begun paying off the cards I was unable to keep up with. I dont understand how companies like this got a bail out from the government only to thrive and add billions to their already fat pockets while simultaneously exploiting ways to ensure every day Americans are held down in the dirt by their shady business practices and loopholes in Credit Card laws and regulations? 
Im also disappointed to see race is not included in the demographic questionnaire portion of this form given the disparate impact card issuer practices have on historically marginalized communities. Please also note I was unable to upload more than one document and would like to forward additional documents including screen shots, police reports, messages, and recorded voice communications to accompany my complaint.

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 non-monetary relief