Consumer complaint received 2026-04-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
On XX/XX/XXXX, I received a digital letter from Synchrony Bank, dated XX/XX/XXXX, informing me that my credit card account had been closed due to the following reason : " Unable to verify identifying information on this account. '' Before that date, Synchrony Bank had never reached out to me regarding this matter by phone, digitally, or in writing. The credit card account has been open since XXXX. In addition to the credit card account, I also have a savings account with Synchrony Bank which is still open and can be accessed/used without issue. My name/address/etc. on both accounts have always been identical. I requested current credit reports from XXXX, XXXX, and XXXX and was able to verify that all information was accurate and consistent. Upon checking my credit card account details online and through the mobile app, I could confirm that I was no longer able to use the credit card. Any previously accumulated and unredeemed cash back had been reduced to zero ( from approx. {$560.00} prior to account closure ). I have inquired at Synchrony Bank 's Customer Support ( only reachable via phone XXXX ) multiple times, informing them of their regulatory obligation to honor cash back redemption in accordance with Section 520-E New York General Business Law. In addition, cash back redemption should also be possible according to XXXX 's Reward Program Terms. However, to this date, Synchrony Bank has refused to enable redemption of my previously accumulated cash back. Specifically, I called Synchrony Bank 's Customer Support on XX/XX/XXXX to obtain a more detailed justification for the account closure. No explanation was provided by the Customer Support Agent other than what had already been stated on the letter dated XX/XX/XXXX, i.e., the sole reason for account closure was that Synchrony Bank could not verify identifying information on my account. I also informed the Customer Support Agent that as a New York resident I am legally and contractually entitled to redeem any remaining cash back in case of account closure. I was told that the cash back had been forfeited due to account closure, however, that a ticket would be opened to review the case, considering my New York mailing address. On XX/XX/XXXX, I called Synchrony Bank Customer Support again to confirm that a ticket had been opened regarding the cash back. I was assured that a ticket had been issued and was being processed by the back-end team. At no point in time did Synchrony Bank enable access to my previously accumulated cash back. As a result, on XX/XX/XXXX, I again called Synchrony Bank Customer Support to inquire about my accumulated cash back, reiterating my legal right to redeem previously accumulated cash back. An Account Manager informed me that all information pertaining to this case would be investigated by the back-end team, including Synchrony 's regulatory requirement to offer cash back redemption post account closure as well as the Reward Program Terms. For reference, my XX/XX/XXXX account statement ( as of XX/XX/XXXX ) shows a " Previous Cash Rewards Balance '' of {$560.00} and a " Current Cash Rewards Balance '' of {$0.00}, while " Cash Rewards Redeemed to your XXXX balance '' is also {$0.00}, evidencing that the full balance had been removed by Synchrony Bank and nothing was paid out or redeemed. On XX/XX/XXXX, I received a letter from Synchrony Bank, stating that my online / mobile app account had been updated and would now correctly reflect my cash back earned balance. However, upon checking my account details, the available cash back still showed {$0.00}. I called Synchrony Bank Customer Support again on XX/XX/XXXX to report the unresolved situation, demanding prompt action and resolution, either by enabling redemption online or through a check. Since then, I have not heard back from Synchrony Bank and have still not been able to access to my previously accumulated cash back..

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 monetary relief