Consumer complaint received 2024-02-21 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: CA

Complaint narrative:
On XX/XX/2024 I received a letter dated XX/XX/2024 from Synchrony Bank regarding my Amazon Store Card stating, they received a claim and understand experiencing fraud can be upsetting. In the letter they stated they closed my account, notified the major credit bureaus, initiated an investigation and flagged my account in their system. I was in complete and utter shock since I had not reached out to Synchrony Bank about my Amazon Store card whatsoever and now I am receiving this letter?!?!?! That same day, XX/XX/2024, I called the number listed as their Synchrony Fraud Solutions Team XXXX. Spoke to a representative. Advised them I have no idea why you even received a request from me trying to say my account is fraudulent and to close it. I even stated, I have the card in my possession, I have used it, I have made payments to it, why would I claim it as a fraudulent account. He put me on hold, did some research asked me verification questions and then stated he will close the claim in my favor, disregard the fraudulent claim and reissue me a new Amazon Store Card with a new account number. As I am waiting to receive my new Amazon Store Card, on XX/XX/2024 I receive two letters instead. One dated XX/XX/XXXX from Synchrony Bank for my Ashley Homes Store Card and one dated XX/XX/XXXX from Synchrony Bank for my Amazon Store Card stating they have closed my account because I am considered a high credit risk. I also have a Sams Club Master card from Synchrony bank which I called the number to find out that card has been closed as well. So, I called them the next day on XX/XX/2024 and spoke to them asking how did I become a high credit risk when I called in and notified you about the fraudulent account notification letter I had received. Verified that I am the owner and the credit reporting agencies are the ones who had made a mistake and the representative from Synchrony bank stated they closed that claim and will reissue me a new credit card. And now all of a sudden I am receiving notices about all my accounts with Synchrony being closed because of a mistake from XXXX. How is all this possible?? So I asked them to reopen my accounts because this is completely unacceptable, because of a mistake from XXXX theyll close all my accounts. How??? How??? So, Supervisor from Synchrony advised me to contact all credit bureaus have them send Synchrony a letter stating it was a mistake on their end and to reopen/reinstate my accounts. He advised the adverse action department will take a look into the documents sent and make a decision. I hung up with them, called the bureaus, all bureaus said theyll send a letter to Synchrony, which they should receive within 48-72 hours. I asked for those same letters to be sent to me, they said 5-7 days. Today is XX/XX/2024 and I still haven't received those letters. I waited and called back on XX/XX/2024 to see if they received the letters. I told him the situation, asked to speak to the adverse action department to check the status. The representative from Synchrony I spoke to that day, gets frustrated with me and tells me to forget about it. My accounts will never be reopened. I said excuse me? I said I want to speak to that adverse action department, he then proceeds to tell me have you ever spoken to anyone from that department, I said no because agent from the XX/XX/XXXX call told me they dont have a direct line. He said exactly, the agent you spoke to on XX/XX/XXXX was reading lines and trying to get you off the call, that department doesn't exist. I said are you serious? Youre telling me he lied to me about an investigation happening? He said yes. I said you know this call is being recorded right? He said yes I know. I said so youre admitting on a recorded line that he lied to me. He said yes. He added unfortunately he probably got frustrated with you and just to end the call he read you some lines. I was even more shocked at this point that he admitted they lied to me. He tells me to forget about this whole situation, so we hang up. Yesterday on XX/XX/2024 I called again spoke to customer service at Synchrony bank, this time the agent assisting was super helpful and genuinely wanted to help out. He confirmed they received all the letters from the credit bureaus and at this point their general turn around time is 60 days which they should have an answer by then. At the end of they day my complaint to CFPB is about how a credit bureaus, which I confirmed started from XXXX, sent a notice to Synchrony bank regarding my Amazon store card that apparently I told them its a fraudulent account and to close/remove it. And even after receiving the letter and calling Synchrony, confirming it is my account and to disregard that letter, they find me high risk and close my accounts. All this is unacceptable. Someone needs to put a stop to all this. Please help in any way you can to help me reopen all three of my accounts. Of course I can reapply, however, nowadays everything is about whats on your credit report, how you look on paper and for that reason those cards were old cards. If I reapply theyll say why are you reapplying and why do you need all those cards so quickly, come up with some other excuse or lie. I am just so tired of it!

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