Consumer complaint received 2025-09-30 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am submitting this formal response regarding the closure of my credit account. While I am not disputing the accuracy of the account reporting, I am challenging the validity and fairness of the closure decision and its injurious impact on my credit profile. 

On XX/XX/XXXX, I was informed that my account was closed due to alleged excessive use of authorized users. A subsequent letter dated XX/XX/XXXX, cited reliance on a sound credit scoring system as justification. However, the closure stemmed solely from the addition of XXXX authorized user beyond your stated limit. At no point did your customer service agents disclose that my account had reached the maximum allowable number of authorized users. On XX/XX/XXXX, the request was processed, and a card was issued, which constitutes an explicit approval by your institution. 

All authorized users are my immediate family members residing at the same household address, except for my fianc. I have attached copies of government-issued identification confirming their household residency. 

Harm Suffered The closure of this account has caused demonstrable harm to my credit standing, including : A XXXX drop in my FICO scores across multiple bureaus. 
A reduction in total available credit, resulting in higher utilization ratios. 
A shortening of my overall credit history and reduction in open accounts. 

This occurred despite significant positive credit progress between September 111, 2025, during which my credit score increased by XXXX points, and my overall utilization remained at 6 % .My current credit scores as of XX/XX/XXXX : Legal and Regulatory Considerations Your actions appear inconsistent with several consumer protection laws and standards : 1. Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 Requires fair and accurate reporting and prohibits actions that create misleading impressions on a consumers creditworthiness. Abruptly closing an account without proper notice of noncompliance materially misrepresents my credit profile. 
XXXX. Equal Credit Opportunity Act ( ECOA ), 15 U.S.C. 1691 Mandates that creditors provide clear, specific, and accurate reasons for adverse actions. Citing vague sound credit scoring practices without disclosure of the authorized user limitation fails to meet these notice requirements. 
XXXX. Consumer Financial Protection Bureau ( CFPB ) Guidance The CFPB has repeatedly held that creditors must exercise transparency in consumer interactions and avoid unfair, deceptive, or abusive acts or practices ( UDAAP ) under 12 U.S.C. 5531, 5536. Not informing me of the authorized user cap before processing my request constitutes an unfair practice. 
XXXX. California Consumer Protection Laws Under the California Consumer Legal Remedies Act ( CLRA, Cal. Civ. Code 1750 et seq. ), businesses are prohibited from deceptive omissions that materially affect a consumers rights. Failure to disclose the authorized user policy while approving an additional cardholder falls squarely within this scope. 
XXXX. XXXX XXXX XXXX XXXX XXXX XXXX  Standards Require financial institutions to operate with honesty, transparency, and responsiveness in consumer dealings. Your handling of this matter appears inconsistent with these standards.

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