Consumer complaint received 2025-12-27 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: MD

Complaint narrative:
Complaint Synchrony Bank Subject : Unexplained Mass Account Closures ; Conflicting Reasons ; Refusal of Manual Review; Inaccurate Adverse Claims Summary : On XX/XX/year>, Synchrony Bank abruptly closed all of my Synchrony-issued credit card accounts without prior notice or a clear, consistent explanation. These closures occurred days after Synchrony approved credit-limit increases on multiple accounts and while all accounts were current and in good standing. The actions and subsequent communications have been contradictory, inaccurate, and have caused significant financial and emotional harm.

Account Status Prior to Closure : - No missed payments on any Synchrony account.

- Respectable utilization across accounts.

- Recent legitimate usage, including a Synchrony account used for flooring installation within the past few months. Other accounts were used to pay for
musical equipment, dental procedure, XXXX gifts, food, etc.

- Credit limits were increased on multiple Synchrony accounts shortly ( a few just 1 to 2 days ) before the mass closures.

Conflicting Explanations Provided by Synchrony Bank : Synchrony live / chat representatives- possibly Ai bots because when asked for a human representative they said they are human and not Ai, yet they couldn't explain simple questions such as " are you physically able to walk up stairs, or drink water? '' Their answers were totally unrelated and bizarre such as " thank you '' and " I'll note this for your records. '' Either way, Synchrony has consistently given inconsistent and contradictory reasons for the closures, including : 1. Information allegedly obtained from XXXX  indicating adverse credit behavior.

2. Later statements asserting the decision was based solely on Synchronys internal review, not XXXX. 

3. Claims of being labeled high risk, without any factual basis provided.

4. References to account upgrade and XXXX XXXX XXXX XXXX, without explanation of relevance or applicability.

5. A written email notice containing inaccurate statements, including implications of delinquency that a Synchrony representative later verbally admitted were not true during a phone call ( phone call is the only way to speak with a human and it's quite difficult to get to one before going through more Ai bots first ). 

6. Despite repeated requests, no representativeincluding " the top supervisor '' could explain why I was labeled high risk. I requested escalation to a higher authority and a manual, human review of my full credit history and account activity ; both requests were refused. I also requested a written explanation detailing the specific factors leading to the closures and claim I am " high risk '' ; these were refused as well.

Credit Report Discrepancies : Synchrony initially cited adverse information from XXXX  as the basis for the closures. However, my XXXX  report (
updated the same day as the closures, XX/XX/year>, directly from XXXX  ) shows : 1. No derogatory remarks 2. No late payments 3. Strong payment history 4. No indicators consistent with high risk classification 5. A good credit score When presented with this, Synchrony abandoned the XXXX  explanation and reverted to an undefined internal review. 

Prior Debt Management Plan ( Historical Context ) : Approximately 56 years ago, during a temporary job loss, I enrolled in a debt management plan solely to remain current on obligations. This was a responsible, short-term measure, completed years ago, with no subsequent issues. Synchrony did not raise this as a concern during years of continued account approvals, usage, and recent credit-limit increases.

Harm Caused : 1. Immediate loss of access to credit on XXXX XXXX, without warning. 

2. Inability to use existing credit for medical needs, essential purchases, and household expenses.

3. Emotional distress caused by dehumanizing treatment, vague accusations, and refusal to provide transparency.

4. Risk of incorrect adverse reporting to credit bureaus based on inaccurate internal conclusions.

Requested Resolution : I respectfully request that Synchrony Bank be required to : 1. Provide a written, specific explanation identifying the exact data points and decision criteria used to label me high risk.

2. Conduct a manual review of my complete account history and current credit reports.

3. Correct any inaccurate statements or adverse claims made internally or to credit bureaus.

4. Confirm in writing whether any negative reporting has occurred and, if so, immediately correct it.

5. Reconsider the closures or provide a clear, documented justification consistent with my verified credit history.

Good-Faith Statement : I have been a long-standing, on-time customer who has acted responsibly and transparently. I am seeking clarity, accuracy, and fair treatmentnot preferential treatment. To date, Synchrony Bank has failed to provide any substantiated explanation for these actions. 

Additionally, during the XXXX and through the XXXX season, I applied for a limited number of retail credit products offering 0 % promotional financing, which is common consumer behavior during holiday shopping periods. My spending patterns, payment behavior, and overall credit utilization remained responsible and consistent with my historical profile.

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