Consumer complaint received 2026-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
I am filing a formal complaint against Synchrony Bank regarding the sudden and unexplained closure of three of my credit card accounts : CareCredit, XXXX XXXX XXXX, and XXXX XXXX XXXX credit card. On XX/XX/year>, I attempted to use my CareCredit account at a dental appointment and was unexpectedly informed that my account had been closed. This came as a complete surprise, as I have been a long-standing customer who consistently maintains excellent payment behavior. I have never made a late payment, have always paid my balances on time, and in many cases, have paid balances in full without incurring interest. At the time of closure : CareCredit account had an approximate balance of {$440.00} with a credit limit around {$15000.00} and was being paid down through scheduled autopay toward a promotional balance. XXXX account had an approximate balance of {$1700.00} with a credit limit around {$7000.00}, with no missed or late payments. XXXXXXXX XXXX XXXXXXXX account had no balance for nearly a year and a credit limit around {$7000.00}. After discovering the closures, I contacted Synchrony Bank and was told the accounts were closed due to recent activity suggesting potential default risk. When I requested clarification on what specific activity led to this determination, I was not provided any meaningful explanation. Upon further escalation, I was then told the decision was based on a broader review of my credit profile, citing activity on other accounts. However, this reasoning is inconsistent with my credit profile, which reflects : 100 % on-time payment history Responsible credit usage well below 50 % utilization across accounts No derogatory marks or indicators of financial distress Additionally, shortly before these closures, I had requested credit limit increases on these accounts. These requests were approved by Synchrony Bank, which further contradicts their claim that I pose a heightened credit risk. Even more concerning, after my accounts were closed, I visited the CareCredit website and was pre-qualified for a new credit line of approximately {$10000.00}. This raises serious concerns about the legitimacy and consistency of Synchrony Banks risk assessment and account management practices. As a result of these actions, I experienced immediate financial disruption, including being unable to use my CareCredit account for a dental procedure on XX/XX/year>, and being forced to use an alternative payment method. Additionally, the closure of these accounts may negatively impact my credit score by reducing my overall available credit As a direct result of Synchrony Banks sudden account closures, I was unable to proceed with a scheduled dental procedure on XX/XX/year>. This procedure had been scheduled for over a month. Due to the unexpected closure of my CareCredit account and the time spent attempting to resolve the issue with Synchrony Bank representatives, I was forced to delay and reschedule my procedure. This caused significant disruption, inconvenience, and potential additional costs associated with rescheduling. CareCredit is specifically marketed and widely used for healthcare-related expenses, and the inability to access an established account without warning created an immediate and tangible financial and medical impact. I am requesting the following : 1. A detailed and specific explanation of the exact factors and data used to justify the closure of my accounts. 2. A review and reconsideration of the decision to close these accounts. 3. Restoration of my accounts to their prior standing, if no legitimate risk factors can be substantiated. 4. Assurance that inaccurate or inconsistent risk evaluations are corrected and not reported in a way that negatively impacts my credit profile. Synchrony Banks actions appear inconsistent, lack transparency, and have caused both financial inconvenience and potential credit harm. I am requesting CFPB assistance in obtaining a fair and accurate resolution.

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