Consumer complaint received 2024-04-29 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
During the day of XX/XX/XXXX, I made an online payment to Synchrony Bank XXXX XXXX credit card ). Later that evening I realized I made an error. The checking account I used would not have sufficient funds to cover the payment transaction. I tried to immediately remedy the situation early the next day on XX/XX/XXXX, by depositing the necessary funds into the checking account. However I noticed early am that my bank had already rejected the Synchrony transaction due to insufficient funds. 

On XX/XX/XXXX, I called Synchrony XXXX approx XXXX XXXX  and spoke with a representative by the name of XXXX. I explained what occurred and asked her how does the company handle this type of situation as it pertains to a returned payment fee. I stated I was making a replacement payment that same day ( XX/XX/XXXX ) with a different account to offset the returned payment. My bill was due on XX/XX/XXXX and so I indeed made the successful replacement payment on XX/XX/XXXX in an effort to avoid a late payment fee. I asked XXXX specifically if Synchrony would charge a returned payment fee and she said yes. I then asked if there was anyway they could waive that fee as a courtesy as this specific situation with a returned payment has never happened since being a Synchrony customer as of around XXXX when the card had a different issuing bank for the XXXX card. 

XXXX responded something to the effect of yes that would not be a problem and to just call them back once the fee is assessed so it can be waived. 

I then called Synchrony back a few moments later at around XXXX am and spoke with XXXX as I had additional questions. XXXX confirmed the information I had already received from XXXX. I asked XXXX that since I am making a replacement payment immediately, would the company attempt another withdrawal. She said no. I asked this question because this would determine how I would need to proceed. Between my XXXX conversations, XXXX of them stated that it would take approx XXXX business days for Synchrony to receive the information about the returned fee but as long as I made the replacement payment all should be well. 

To my disappointment, all was not well. On XX/XX/XXXX, I noticed that Synchrony attempted a second withdrawal attempt from my checking account that I originally used on XX/XX/XXXX. Although I already made the successful replacement payment on XX/XX/XXXX. 

I called Synchrony on XX/XX/XXXX at approx XXXX pm and spoke with XXXX who stated they show no records of their company attempting a second withdrawal ( although I have proof from my bank as my bank assessed a second insufficient funds fee ) as a result. She stated something to the effect that they could not attempt a second withdrawal as that would require my authorization. And also added they would only do it once. This representative seemed very adamant about their policy and procedures. So I ended that call. 

On XX/XX/XXXX I called Synchrony at approx XXXX XXXX and spoke with XXXX to request they waive the returned payment fee of {$40.00} as I noticed Synchrony finally had updated the transactions while viewing my online account. 

XXXX stated that she does not have the authority to waive the fee and offered to take a report to escalate the matter for further assistance. At this time I requested to speak with a XXXX. I was perplexed as to how this is an issue although the prior reps XXXX and XXXX already stated the fee would be waived. Again I have been a customer since around XXXX and never had this happen. 

I was then connected to a XXXX by the name of XXXX. I explained my situation to him and asked as a courtesy to waive the fee. XXXX stated he could not do so as the fee is a legitimate fee. I stated I understand that but his other XXXX reps already told me this can be done. XXXX once again denied my request not seeming to take anything I have said into consideration. Calls with companies are recorded. So he could have easily offered to investigate the matter and listen to my prior calls. I then told him this is problematic because his reps also previously told me that the company would not attempt a second withdrawal, and it happened. XXXX then admitted that the company will attempt up to XXXX withdrawals to satisfy the account. And I reiterated this should not have occurred with me as I immediately made the replacement payment. XXXX did not have a sufficient response to justify all that occurred. Because it was very obvious that XXXX was not willing to assist me, I requested to speak with his XXXX. 

XXXX then connected me somewhere which had me on hold for approx XXXX mins or longer. At this time, I hung up. I called back at approx XXXX XXXX and spoke with a rep by the name of XXXX. I asked XXXX for XXXX contact info such as email address and mailing address as I needed to file a complaint. XXXX would not provide this information ( which should be readily available ) and placed me on hold. The hold time was significant for this basic information, so I hung up. 

On XX/XX/XXXX, I tried to use my Synchrony card for a very small purchase ( around {$9.00} ). My transaction was declined. I then checked my online account and saw that my account had been closed. 

I called Synchrony on XX/XX/XXXX ( I did not document the time nor the name of the rep ) because at this point I totally blindsided. And the rep told me that according to his records, my account was closed citing the reason of something like high risk exposure. I also received and reviewed the formal letter emailed to me a day or XXXX later from Synchrony confirming the closing of my account dated XX/XX/XXXX. 

I am submitting this information for an investigation as it seems Synchrony has not handled this entire matter professionally, ethically, nor perhaps legally. My account was closed the same day I had the conversation with the XXXX XXXX. This is not a random event. Nor did they rectify me being charged an NSF fee by my bank because they erroneously attempted a second withdrawal. 

I have had a great relationship and stellar payment history with them since around XXXX ( with the exception of a late payment or XXXX most recently ). I do not feel their actions were legally justified. I understand a credit card company can close an account at any time, however Synchrony closed my account the day of me calling to rectify what I felt was a simple matter. I feel their actions were punitive and retaliatory.

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 monetary relief