Consumer complaint received 2026-04-29 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: IL

Complaint narrative:
I am filing this complaint against Synchrony Bank regarding the improper closure of my eBay Mastercard credit card account ending in XXXX. This account was supposed to be converted to a Synchrony Mastercard under a product-change program for which I met every stated eligibility requirement. The product conversion was presented as automatic for accounts that remained in good standing. My account was current, in good standing, and satisfied all conversion criteria at the time. I never received any letter, notice, or communication from Synchrony Bank informing me that my account would be closed or that the conversion would not occur. Several weeks ago I called Synchrony Bank to inquire about the status of my account. The representative was unable to provide a clear explanation for the closure. The representative stated that Synchrony would investigate the matter and send me a written explanation in the mail. On XX/XX/year>, I received a letter from Synchrony Bank dated XX/XX/year>. The letter states only that Synchrony was unable to transfer my account as I do not have a Synchrony Mastercard Program with the terms and conditions you already have on your eBay account. This statement is confusing and provides no meaningful information. I have no idea what Synchrony Mastercard Program with the terms and conditions Synchrony is referring to, nor was any such program or limitation ever disclosed to me when the product change was first announced. I am requesting that Synchrony Bank be required to provide the following in writing : XXXX. A clear and specific explanation of why my account was closed despite meeting all publicly stated conversion criteria. XXXX. The exact date and method by which Synchrony first notified me ( or attempted to notify me ) of the account closure or failed conversion. XXXX. Copies of all original disclosures and communications I was sent at the time the product change was announced, including any fine-print language that allegedly allowed Synchrony to refuse the conversion. 4. A plain-English explanation of the phrase Do not have a Synchrony Mastercard Program with the terms and conditions you already have on your eBay account and how that phrase applies to my specific account. 5. Confirmation of whether the account can still be reinstated or converted as originally promised, or, if not, a full accounting of any negative reporting, fees, or credit-impact that resulted from the closure. I have suffered harm from Synchronys failure to provide proper notice and a coherent explanation, including loss of credit availability and uncertainty about my credit report. I request that the CFPB require Synchrony Bank to investigate this matter fully, correct any errors, and provide the complete written explanations and relief outlined above within the required 15-day response period. Thank you for your assistance.

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