Consumer complaint received 2024-09-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
I opened up the Synchrony credit card account in XX/XX/XXXX. I was allotted {$5000.00} dollars worth of credit for XXXX XXXX, of which we used {$3600.00}. Our first payment was due on XX/XX/XXXX which we had no problem paying. 

We consistently made our payments as arranged from XXXX Until XX/XX/XXXX, Where I was beginning to make a {$140.00} payment rather than the {$130.00} that were due. Although it was not much of a difference, and it was assured we did not pay any interest. We simply wanted to erode this bill a little more so we can free ourselves from it sooner. 

This is where my complaint begins. In the month of XXXX I noticed something strange about my line of credit. I only had about {$79.00} dollars in my Line of credit as opposed to the {$2300.00} I had available the month prior. 

I figured this was a system error as those do occur fairly often with the app they provide so I did not think much of it. 

On XX/XX/XXXX when my credit report usually updates, I noticed my credit had dropped by over XXXX points. I was shocked! I had not missed a single payment or opened up any new credit. I did not understand what was going on. 
When I went to review my accounts, I noticed my allotted credit on my Synchrony American Signature card had gone from XXXX percent usage to XXXX percent usage! 
How could I lose over {$2000.00} worth of credit seemingly overnight. 

Naturally I was shocked. I was under the impression that my account had been compromised. 

I went to the app to review my account, that's when I noticed my balance had not changed, I still only had {$79.00} of credit availability. So I called Synchrony because this could not possibly be correct. I did not miss a single payment with them or with any creditor, this couldn't possibly be correct. 

When I spoke to their customer service, they were short, combative, and condescending, stating that I had agreed to allow them to access, or " audit '' as they put it, my credit report without my knowledge or consent at anytime the moment I accepted their credit card. 

When I explained that I was not explicitly told this, and I am pretty sure this is not even legal, they said I should have read through the terms and conditions better because it's there. All they kept repeating to me was that they have the right to reduce my credit as they see fit with their audits, to the extreme of even closing my account if they feel it is necessary. 

I have never experienced anything like this in my life. I was absolutely astonished. The horrible treatment, the entitlement to feel that they can " audit '' my credit report " as they see fit '' and " adjust for credit worthiness accordingly ''. The audacity of their entire " justification '' was absolutely astonishing, I am still shocked. 

At this point, I decided to cut my losses and I made the decision to close my account. They insisted I pay them the rest of my balance first before closing the account. I said no, and to close it immediately. Even that was a process, for me to close my own account was a nightmare, but for them to close it without my knowledge is " credit worthiness '' Before I got off the phone with them, they asked about contact methods for payment, I told them to not contact me via phone or email again. Send me a letter and we will discuss a settlement option, ( which they have yet to do ). I let them know the " contact '' we would have would be through the credit bureaus, which I immediately called right after the call. Since then, however, they have continuously bombarded me with phone calls, emails ( even though I continue to click unsubscribe ), constantly harassing me about the balance. 

Today, XX/XX/XXXX I was alerted by my credit reporting application I receive through another creditor, that my credit had dropped another XXXX points. 

This creditor has caused my credit to go from almost the XXXX range to an even XXXX. 
The amount of anguish this has caused me is insane. I am currently preparing myself to purchase a home, part of this process is to be overviewed by all creditors and open up the biggest line of credit I may ever have. If they saw this while during my home buying process and decided " oh he's a risk, close his account '' and lost {$5000.00} of credit overnight, this would destroy my changes of being able to purchase a home. 

This company is absolutely predatory, i have looked through their terms and agreements, I saw nothing about " random audits '', I have looked through my billing statements, I even went as far back to view my invoice that i still have on paper from the original purchase which none of it says anything about these random audits or reserving the right to adjust credit based on creditworthiness. 

This company is a nightmare. Please help me get this resolved.

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