Consumer complaint received 2024-05-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
On XX/XX/year> at XXXXXXXX XXXX I received an email from Synchrony Bank stating my external transfers profile has been suspended because 1. There has been adverse activity reported on your profile. 2. We have received information that you may not be the owner of one of the external accounts added to your transfer profile. Both adverse activity report and identity theft were false accusations.

1. I have been monitoring my account activity and there wasnt any unauthorized use or adverse activities on any of my accounts.

2. On XX/XX/year> I made two initial mobile check deposits to fund my Synchrony savings and money market accounts for amount of {$25.00} and {$120.00}. Both check deposits were approved and processed on XX/XX/year>. 

3. I was the owner of the added external account. I chose to disconnect the linking for security reason and used mobile deposit to fund the account. 

On XX/XX/year>, a female from Synchrony made a phone call to a wrong phone number and left a voice mail at XXXXXXXX XXXX  ( XXXXXXXX XXXX  ). She did not call the phone number I provided. She did not leave her name or title and she did not address who she was calling. She suggested that she had left some notes on the account. 

I called their call center and the representative read the notes on my account saying the bank is closing both my savings and money market account. 

At XXXXXXXX XXXX, I received another email stating a withdrawal was made from my Synchrony bank accounts. I contacted Synchrony call center again and they confirmed Synchrony made the full withdrawal and put it on hold. 

On XX/XX/year> I opened Synchrony money market accounts and requested free checkbook. I did not receive the checkbook mail till the evening of XX/XX/year>. I previously contacted Synchrony on XX/XX/XXXX and requested a voluntary money market account restriction due to not able to track the check book delivery status and concern for possibly lost mail. On the XXXX, call center mentioned my money market account closing and took restriction off so I could review monthly statements. 

On XX/XX/year> I informed Synchrony call center for the mail arrival and my plan to make a mobile deposit to my Synchrony savings for account wellness check. The call center representative double checked with her back office supervisor and confirmed that accounts were not closing. Deposits were approved and processed. 

Surprisingly, on XX/XX/year> Synchrony Bank began restricting my money market accounts and account fund transfer. Managers and fraud/security department avoid phone communication with customers. Synchrony call centers can only function as messengers. Some of them would document and submit my inquiries, updates, feedback and requests. Initially I was advised a XXXX days account review most likely due to the use of new checkbook. My call center inquiries might have been lost in translation/ transmission or regarded as no credibility due to bias. I felt ignored or neglected. I watched my savings account was also restricted the week after then I lost the online access, They became even more recklessly judgmental about my legality to my external account. Synchrony has shut down my access to my account, my money, account documents and secure message center based on a bunch of misconceptions and bias. 
I felt I have been targeted for discrimination, harassed and mistreated.

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