Consumer complaint received 2025-07-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
In XX/XX/year> I opened an account online with Synchrony bank, specifically their XXXX. In order to fund the account I got a cashier 's check issued from me, to me to mobile deposit. Shortly after I used the mobile deposit to deposit the cashier 's check I received an email notice that my account was closed with little to no explanation. I called the bank and they informed me that due to information they found online they had decided to close my account, but that the check I deposited would not be processed. In the following days I received another email telling me my account was reopened, which upon checking was true. Additionally I saw the total of the cashier 's check in the account plus interest, but I was unable to access any of the funds due to my account being on " restricted status ''. 

I contacted the bank again, and they said this was due to an internal error where the closing of an account was aligned with the time interest was paid out, therefore reopening the account. 


However going forward from this moment, they no longer treated the cause of the problem as an issue with their system, but rather claiming my account was under investigation for fraud. I continually reached out to them, asking for any explanations for what fraud was suspected. In my eyes there was never a reason for suspected fraud. They had all my information and the funds came from a cashier 's check. 

Call after call, I was told that they had no updates and it was the " back office '' making the decision and they had no information to update me with. I was unable to speak with this back office. To even reach someone who could give me any sort of information I had to stay on hold for often times close if not more than an hour. 

They never made any attempt to reach out to me, despite at XXXX point being informed I would be personally reached out to regarding this matter. I requested to know why my account was suspected for fraud, and when they could return the funds. I was never given anything except a vague answer amounting to " we don't know, but it's happening ''. 


I never received a notice in writing of the hold being placed on my account, which is required by law. While I did receive bank statements in my mail, clearly they did have my address and could have sent me a notice. Weeks went by and I still kept calling with no updates at all. Despite this being supposed fraud they never requested any additional information from me, and again never reached out to me. On XX/XX/XXXX, I received an email saying my account had been reopened. I went to try to login to my online banking and received an error stating my request couldn't be completed and to call them. I called, and eventually was connected with a manager saying the account had been fully closed. No solid reason was provided for the closure of the account and I was informed I would not be mailed a check for the funds in the account, they had been credited to the bank 's general ledger. In addition the interest payments had been rescinded, which is a violation of law. Even if funds are placed on hold they must honor earned interest. 

That is the end of the story, they offered me no recourse through them in which my money could be returned, no promise of future contact. I am unable to even access my online account information to retrieve my online statements, account signature card, account number, or any legal documents at all.

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