Consumer complaint received 2025-09-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: SC

Complaint narrative:
Summary : I made a {$750.00} payment on XX/XX/year>, which cleared my bank and was confirmed by Synchrony as posted. Despite this, Synchrony froze my account until XX/XX/XXXX, reported a false {$800.00} balance ( causing my score to drop XXXX points ), and admitted they automatically place holds of up to 21 days on large payments. Their justification that customers might cancel payments does not apply, because my electronic ACH payment cleared and was already posted. This policy is punitive, unreasonable, and has directly harmed my credit and caused me to lose business. 

Details : On XX/XX/year>, I made a {$750.00} payment toward my PayPal Cashback Mastercard issued by Synchrony Bank. The money cleared my XXXX account immediately. That same day, I received an email from Synchrony thanking me for the payment, and on XX/XX/year>, I received another email confirming that the payment had posted to my account. 

Despite this, Synchrony froze my account until XX/XX/year>. This directly caused me to lose a {$1500.00} business contract when my card was declined at XXXX over a {$350.00} purchase, even though I had already paid off the balance four days earlier. 

At the same time, Synchrony reported an incorrect {$800.00} balance on a {$900.00} limit instead of my true cleared balance of {$75.00}. This falsely showed me at over 90 % credit utilization and caused my credit score to drop XXXX points in one month. When I questioned this, I was told it was reported that way because I had requested a credit limit increase which is completely untrue. I never requested a credit increase. I applied for this card specifically for business expenses, not personal use, and Ive only had the card for one month. In fact, that {$750.00} payment was my very first payment and instead of being credited for paying in full and on time, I was penalized for it. 

When I contacted customer service, a manager told me the systems were automated, that Synchrony reserves the right to hold payments for 11 to 21 days, and that every time I make a large payment my account will automatically be placed on hold. I later received a call back from Synchrony and was told the reason for the extended hold was to prevent customers from making a payment, immediately using the credit line, and then canceling the payment.

This explanation does not apply to my situation. My payment was an electronic ACH debit, not a check. The funds were debited, cleared, and confirmed by my bank. Synchrony itself posted the payment and emailed me confirmation. At that point, the funds were no longer reversible by me. Synchronys explanation is misleading once a payment posts, Synchrony is protected under banking rules even if fraud or an error occurs. A 1121 day hold on cleared, posted funds is unjustified and punitive, not legitimate risk management.

Requested Resolution : I am requesting that Synchrony Bank : Immediately verify my payment and restore my available credit.

Correct the false reporting to the credit bureaus so my credit score is not unfairly damaged.

Review and revise their payment hold policy that punishes responsible customers making large payments.

This situation has harmed my credit, my business, and my ability to responsibly use this account.

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