Consumer complaint received 2026-01-26 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: AL

Complaint narrative:
Synchrony Bank closed my XXXX XXXX XXXX account without sufficient justification, resulting in the loss of both my high credit limit, which I had built over 18+ years, and years of accrued cashback rewards. This closure was based on a one-time banking error that I resolved immediately. The closure and associated forfeitures were both punitive and disproportionate. 

I was a XXXX XXXX XXXX holder through Synchrony Bank for over 18 years, with a high credit limit that I worked diligently to build and maintain. My account was set to auto-draft and consistently paid in full. In XXXX, two auto-draft payments were returned due to a one-time banking transfer errornot due to insufficient funds or misuse. I corrected the error as soon as I became aware, within 30 days of the due date. Synchrony even reversed the late fee, acknowledging the situation. Despite this, my account was closed on XX/XX/XXXX. Synchronys response cited two returned payments as justification, but this ignores my longstanding payment history and immediate resolution of the issue. I never received a XX/XX/XXXX closure warning letter they referenced. Following the closure, I lost access to the high credit limit I had earned, and all of my cashback rewards were forfeited without any opportunity to redeem them. 

The account closure disregarded my loyal customer history and the isolated nature of the error. I was not given a chance to address the issue before permanent closure, nor was I warned that my cashback rewards would be lost. My credit limit, which was hard-earned over nearly two decades, was erased instantly. This treatment contradicts the CFPBs guidance about fair and transparent credit practices and may constitute an unfair or deceptive action, especially since the forfeiture of rewards and sudden closure came after an acknowledged and corrected mistake. 

I respectfully request that : 1. Synchrony Bank be required to reinstate or issue payment for the full balance of cashback rewards accrued prior to the account closure. 2. Synchrony Bank be required to provide documentation justifying permanent account closure in this context and whether a reinstatement of credit terms is possible. 3. The CFPB review whether Synchronys automatic account closures and reward forfeiture policies comply with fair consumer practices, especially when applied to long-term, good-faith customers. 
Supporting Evidence I Can Provide - Synchrony 's response letter dated XX/XX/XXXX, referencing account closure and reward forfeiture - The alleged notice dated XX/XX/XXXX ( which I never received ) - Proof that I resolved the banking issue within 30 days - Confirmation that the late fee was reversed - Prior account statements showing a long history of timely payments, high credit limit, and accrued rewards

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