Consumer complaint received 2026-05-01 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Complaint Against Synchrony Bank ( CareCredit ) and XXXX XXXX XXXX XXXX ( XXXX ) Companies : Synchrony Bank ( CareCredit ) XXXX XXXX XXXX XXXX ( XXXX ) What happened : In XX/XX/year>, I set up autopay on my CareCredit account intending to pay the minimum balance, but it was set to withdraw the full statement balance. As a result, Synchrony Bank attempted to withdraw {$5600.00} from my account. On the same day the withdrawal was initiated, I immediately contacted Synchrony Bank to cancel the payment. I was told they could not stop it and that I would need to contact my bank. Because it was after hours, I contacted my bank, XXXX XXXX XXXX XXXX ( XXXX ), and was informed over the phone that action would be required to stop the transaction. The payment was subsequently blocked/returned by my bank. At no point did I sign any authorization or documentation to initiate or continue blocking future payments. I informed Synchrony Bank of the situation and followed up multiple times over the next several days. Synchrony representatives documented my situation and indicated they were waiting for the payment to be returned or blocked by my bank. The payment was eventually returned, and I was charged a return fee. After this, I attempted to make additional payments to Synchrony Bank in good faith. However, these payments were also being blocked and returned by my bank without my knowledge. I did not receive clear or timely notification from either Synchrony Bank or XXXX XXXX XXXX XXXX that subsequent payments continued to be blocked. I later received notices that my account was past due, which prompted me to contact both institutions again. At that point, XXXX XXXX XXXX XXXX informed me that I would need to come in and sign documentation to allow Synchrony Bank transactions moving forward. This requirement had not been clearly communicated earlier. I then : Addressed the issue with my bank Notified Synchrony Bank that the matter had been resolved Made a payment using my debit card Despite these actions and my ongoing communication, Synchrony Bank closed my CareCredit account shortly afterward. I contacted Synchrony Bank multiple times requesting assistance and reconsideration. I was told the account was closed due to returned payments and could not be reopened, despite the documented circumstances and my efforts to resolve the issue. Why I am submitting this complaint : I made immediate and repeated good-faith efforts to resolve the issue The initial issue was caused by an autopay setting error, not refusal to pay My bank blocked multiple payments without clear authorization or notification I was not informed that future payments would continue to be blocked Synchrony Bank was aware of the situation but did not provide warning or reasonable opportunity to correct the issue before closing the account I was a long-standing customer making consistent payments prior to this incident What I am requesting : A formal explanation from Synchrony Bank regarding the account closure decision A review for possible account reinstatement or reconsideration Assurance that my credit report reflects accurate and fair information given the circumstances A review by XXXX XXXX XXXX XXXX regarding the blocking of transactions without clear authorization and lack of communication Any applicable correction, accommodation, or reimbursement related to this situation Supporting details ( add if available ) : Dates of calls and payments Screenshots or statements showing returned payments Notes or confirmations from either company

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