Consumer complaint received 2021-06-06
Company: SYNCHRONY FINANCIAL
State: DC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
On or about XX/XX/XXXX, I called Synchrony Bank TJX Rewards Credit Card customer service regarding my account ending in XXXX that the bank had closed without my knowledge and prior notification to this effect on XX/XX/XXXX. I requested the account be re-opened stating reasons of improper or lack thereof of proper notification. The agent advised that my account could not be re-opened. The agent did not provide any valid reason ( s ) as to why my account could not be re-opened other than to say that it was Synchrony Bank 's policy not to re-open accounts that had been previously closed. The agent told me I would have to re-apply for a new line of credit. I told the agent that I was still in possession of my TJX Rewards Credit Card but had stopped using to avoid incurring more debt while I worked on other aspects of my financial plan to increase my FICO score alongside the assistance of a financial counselor. In addition, I gave reason ( s ) including the fact that I had been an avid shopaholic across all associated stores, both in-store and online including TJ Maxx, XXXX, XXXX, and XXXX XXXX XXXX for over four years prior to applying for the TJX Rewards Credit Card in XXXX. I was advised by my financial counselor that it was possible to have my TJX Rewards Credit Card re-opened upon request as my payment history with this credit card would positively impact my FICO score. When I realized I was getting nowhere with the agent, I insisted he provide me with an address to submit my request in writing. On XX/XX/XXXX, I wrote and mailed a letter addressed to Synchrony Bank General Inquiry Department XXXX. XXXX  XXXX XXXX FL XXXX as advised by the agent I spoke with via USPS first class registered mail. 

On XX/XX/XXXX, I received a phone call and an email with a link to view a secured message from Synchrony Customer Service. The letter stated it may take two billing cycles to receive a response. However, On XX/XX/XXXX, I received a letter signed by the corporate specialist that stated Synchrony Bank was unable to honor my request to re-open my TJX Rewards Card Account ending in XXXX. The letter further stated that once an account has been closed, it can not be reopened and I was invited to re-apply. 

I am extremely dissatisfied with the company 's response to my request to open my TJX Rewards Credit Card ending in XXXX given a. ) My long standing loyalty as a customer dating back to XXXX prior to opening my account in XXXX ; b. ) The fact that I was never late and always paid my account balance in full every month for two years c. ) My TJX Rewards Credit Card Account ending in XXXX was closed without my knowledge and/or permission ; d. ) My TJX Rewards Credit Card Account ending in XXXX was closed without any notification of the bank 's intent to close and with the bank 's full knowledge of my phone number & mailing address at that time ; e. ) My TJX Rewards Credit Card Account ending in XXXX was in good standing at the time of closure with no balance ; f. ) Prior to closing my TJX Rewards Credit Card Account ending in XXXX, I had received communication by mail from Synchrony Bank that it was reducing my credit limit from the initial {$500.00} at the time the account was opened to {$300.00} at the time the account was closed. No reason ( s ) were stated in the letter as to the bank 's decision to suddenly reduce the established credit limit amount within a short time span of my opening my TJX Rewards Credit Card Account ending in XXXX. In spite of the unlawful decision to reduce my credit limit, this written communication from Synchrony Bank serves as proof that it could have contacted me prior to closing my TJX Rewards Credit Card Account ending in XXXX. Their failure to do so and subsequent refusal to re-open my account is cautionary g. ) Synchrony Bank 's discretionary decision to reduce my credit limit from {$500.00} to {$300.00} negatively impacted my FICO score with respect to credit utilization in the years that I was using my TJX Rewards Credit Card Account ending in XXXX h. ) Synchrony Bank 's discretionary decision to reduce my credit limit from {$500.00} to {$300.00} was unlawful especially as I was paying off my balance in full every month for the duration of the time the credit card was actively utilized. 
i. ) In spite of the aforementioned challenges I faced with my TJX Rewards Credit Card Account ending in XXXX - insufficient & inadequate credit limit and credit utilization, I always had a XXXX account balance prior to the end of each billing cycle i.e. XXXX of each month and prior to minimum payment due date on the XXXX of every month. 

I was unable to attach the last statement received for my TJX Rewards Credit Card Account ending in XXXX that was generated XX/XX/XXXX due to 10MB file size limit. I had requested and received a copy via USPS on XX/XX/XXXX. I am attaching the interim response and final response I received from Synchrony Bank and my appeal letter requesting that my TJX Rewards Credit Card Account ending in XXXX be re-opened so as not to lose out on 6 years of full on-time payment history I have had with Synchrony Bank. 

I look forward to a favorable response to re-open my TJX Rewards Credit Card Account ending in XXXX upon careful consideration of the aforementioned facts.

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