Consumer complaint received 2022-06-22
Company: SYNCHRONY FINANCIAL
State: OK
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Hi, Yes, we have a temporary financial situation. I made the decision about debts to close credit accounts to go on a long-term customer assistance plan. I talked to a Synchrony representative for over 2 hours. This was for my Amazon, Sams Club, and PayPal cards all with Synchrony. I have a Lowes card with them as well. I chose to keep that card. The representative I spoke with said that I could keep the card open with no changes. We even joked about me getting a new refrigerator in the next couple of years if everything goes ok. They sent me a notification, an online letter, that my account was closed. Of course, they did it based on other accounts. Not the Lowes account that wasn't late. So they lied to me about not closing the account, being able to keep it, no changes, and buying a refrigerator with it in a couple of years. I had a {$17000.00} credit limit. Only {$4500.00} was being used. It was on a promotion that was only {$50.00} a month. The Lowes card has promotions for 84 months for purchases over {$2500.00}. They knew that I wasn't going to use it to buy stuff and just run it up. What would I buy with a Lowes card if I'm having financial trouble? A hammer isn't going to help, and neither is a mailbox. I understand risk management. However, you create estoppel at risk when you promise but don't deliver. The estoppel prevents you from being dishonest about things of this nature. 

Synchrony already found an error from 2018 on my Sams Card that resulted in a {$200.00} refund. I wonder why they are auditing that far back? This shows a pattern of errors. On the cards I closed, they are still reporting me negatively to the credit bureau, and it's killing my credit ratio. Since they are closed, it's going to be over 100 %. 

On my Amazon account, I'm receiving advertisements for Prime Day with offers of higher rewards and financing from select items. It specifically lists " Your Amazon Prime Credit Account ending in XXXX. '' I also am unable to utilize Amazon 's subscription and save each month for 15 % off bulk purchases of items we buy regularly. You can use any payment for that. However, with the Amazon card, you receive an additional 5 % off. There are also additional promotions throughout the year. Due to them sending this to me, I would like them to reopen the account, and raise the credit limit back up to the {$10000.00}. I don't plan on buying anything but groceries and maybe some small items on Prime Day, but this card is normally paid off each month. I really did not want to close it, but I made that decision. Partly at Synchrony 's nudge. The only one they didn't say anything about was the Lowes card. Then they snuck in and close it. 

I'm fine with leaving the PayPal card closed. However, it's still showing up on my company 's XXXXayPal account. This needs to be removed. PayPal is not the only way to access the account. Plus, it does not look good for my business.

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