Consumer complaint received 2025-12-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
CFPB Complaint Unjustified Credit Limit Decrease After Payoff Consumer Name : XXXX XXXX XXXX : TJX Rewards Credit Card ( Issued by Synchrony Bank ) Account Type : Revolving Credit Card Issue Type : Credit Limit Decrease / Account Management Date of Action : XXXX ( notification letter XXXX, notification email XXXX ) I am filing this complaint regarding an extreme and unjustified credit limit decrease on my TJX Rewards credit card issued by Synchrony Bank. 
My credit limit was reduced from {$3000.00} to {$250.00} immediately after I paid the account in full to demonstrate good standing and responsible use. This action occurred despite a strong overall credit profile and materially contradicts the reasons provided by Synchrony Bank. 
Reasons Provided by Synchrony Bank During my call with a Synchrony Bank representative, I was given the following explanations : Lack of real estate secured loan information Too many revolving accounts with high balances compared to credit limits Balance on revolving account too high compared to credit limit Too many cards with high balances compared to credit limits These reasons are duplicative, vague, and factually inaccurate.

Why These Reasons Are Incorrect I currently maintain over eight active credit card accounts with more than {$30000.00} in total available credit.

Less than {$14000.00} of that credit is in use.

The balances are actively being paid down, which is verifiable through my credit reports.

The specific TJX account in question was paid in full, not carrying a high balance at the time of the reduction.

Labeling my profile as having too many high balances is demonstrably false based on utilization ratios alone. Repeating the same rationale in multiple forms does not make it accurate.

Additionally, the cited lack of real estate secured loan information is not a valid risk indicator for a revolving retail credit card and has no reasonable connection to my demonstrated payment behavior on this account.

Consumer Harm This drastic reduction : Artificially increases my utilization ratio Reduces my available credit overnight Penalizes responsible behavior ( paying balances down ) Negatively impacts my credit profile without legitimate cause Reducing a credit line by over 90 % immediately following payoff sends a contradictory and harmful signal to consumers who are acting responsibly.

Requested Resolution I am requesting that the CFPB require Synchrony Bank to : Provide a clear, specific, and factual explanation supported by actual account data Reconsider and restore the prior credit limit, or Correct the reporting and internal risk assessment that led to this action At minimum, I am requesting accountability and transparency in how these determinations are made and communicated.

Additional Notes This is not an isolated experience. I have experienced similar post-payoff credit limit reductions with another major issuer, suggesting a broader pattern of penalizing responsible credit use rather than rewarding it.

I appreciate the CFPBs assistance in reviewing this matter. 
Sincerely, XXXX XXXX

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