Consumer complaint received 2026-01-13 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
I am submitting this complaint regarding Synchrony Banks handling of my Amazon XXXX XXXX XXXX account, including account closure, payment handling, and lack of clear written explanation. 

According to Synchrony Bank representatives, my account was closed on XX/XX/year>, allegedly due to XXXX returned payments dated XX/XX/year> and XX/XX/year>. No additional returned or dishonored payments have been identified. No fraud has been alleged, and I did not refuse to pay the account balance. 

On XX/XX/year>, after encountering a payment issue, I contacted Synchrony Bank to resolve the matter responsibly. At that time, I mistakenly believed sufficient funds were available because I believed a different bank account was connected. I was not clearly advised that the issue was due to insufficient funds, nor was I warned that retrying a payment could result in account closure or other adverse action. Instead, I was reassured by a Synchrony Bank representative and instructed to retry the payment, which I did in good faith. 

After correcting the funding issue by connecting the correct bank account with sufficient funds, Synchrony Bank accepted and credited multiple payments after XX/XX/year>, including payments of approximately {$2000.00}, {$1700.00}, and {$950.00}. XXXX payment was intentionally made under {$1000.00} based on verbal guidance provided. All three payments processed successfully and were retained. Synchrony Bank did not reject these payments or provide timely notice that the account was closed or ineligible to accept payments at the time they were made. 

When I asked Synchrony Bank representatives whether there was a written policy restricting payments over {$1000.00}, I was informed that no such written policy was known to the representative. Instead, the explanation relied on internal patterns or automated safety reviews triggered by changes in payment behavior. No representative identified where any such criteria are disclosed to cardholders. 

The explanation that the account was irreparably compromised prior to XX/XX/year> is inconsistent with Synchrony Banks conduct. The closure decision was dated XX/XX/year>, the account remained operational after XX/XX/year>, and Synchrony Bank continued to accept substantial payments after that date. 

The account currently reflects a balance of approximately {$1300.00}. Card access is revoked, and the account remains administratively suspended. The account interface reflects no minimum payment due and {$0.00} available to spend. I was advised by Synchrony Bank that I remain obligated for the full balance despite the dispute and review status. 

At the time of account closure, the account also reflected substantial accrued rewards, estimated to be in excess of {$500.00} and closer to approximately {$700.00}. I have not received a written determination explaining the status of these earned rewards or the contractual basis for any forfeiture.

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