Consumer complaint received 2025-04-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
XXXX Synchrony Bank XXXX XXXX XXXX XXXX ) ( CFPB, XXXX  XXXX, XXXX  XXXX XXXX XXXX  XXXX  ) I write to you today to initiate a formal complaint against Synchrony Bank for unfair and deceptive business practices that actually do harm to consumers as a matter of standard practice ( like myself ) but also lead to an exponential detrimental negative effect because other banks follow suit based on their practice. I enjoyed years of having a good relationship and a strong credit line with Synchrony Bank XXXX XXXX because I had a great job and income. When I lost my job in the Summer, XXXX, I struggled a bit but I still managed to pay my bills, had this on autopay to at least pay the minimum. I had, until recently, XXXX different banks and XXXX XXXX XXXX that I regularly banked with and paid bills from. XXXX XXXX XXXX was set on autopay with XXXX  Bank. I started having issues with XXXX Bank in the XXXX quarter of XXXX so I started moving everything to the other XXXX bank and I informed XXXX XXXX in XXXX to stop all autopays. I had overdraft protection but again and again from XXXX on I used XXXX bank, paid overdrafts thinking autopays would stop the following month. I contacted the credit card companies too. 
Long story short, I went in numerous times since XXXX and was assured all autopays would stop, but XXXX persisted including XXXX XXXX Synchrony Bank ). Please refer to the attached documentation as I kept getting these postcard informing me that they had covered an autodraft and I would go in and pay it to cover the charge and was again assured that no further autopays would occur. I threw away most of the postcards but there is at least XXXX or more attached in the docs. For instance, there is a XXXX postcard dated XX/XX/XXXX to cover XXXX XXXX XXXX charge for {$29.00} where they took money out of savings to cover checking. There is another XXXX XX/XX/XXXX where they pulled {$300.00} to cover a XXXX card ( Synchrony Bank ) charge for {$78.00} and a chase card for {$220.00}. Keep in mind I went in each month fustruated because I was told this wouldnt happen, at worse they should have declined to pay and I would have been notified. 
Next scan is a letter dated XX/XX/XXXX from Synchrony regarding my XXXX, where they decided to close my account due to the number of dishonored payments ( because they kept trying to autobill my minimum when I wanted it stopped and would pay directly until I could switch autopay ( when I had sufficient income to cover all my bills ). Yes it has been a struggle since trying to start my own business to make an income and pay what was absolutely required. FREEZING my account would have been better and allowing me to work out a payment plan but first, they lowered by credit limit which automatically lowered my XXXX XXXX since debt to income ratio is a factor. Other cards look at and monitor XXXX XXXX to make their own determination as to credit risk. But I was paying minimums as I could. But then Synchrony cancelled my credit line which had an even worse effect on my XXXX XXXX and I went from over a XXXX to ( last time I checked ) around XXXX or XXXX. This causes other lenders to react negatively to lower limits as well which further impacts XXXX XXXX. FREEZING MY CARDs use would have had the same effect Synchrony wanted, which was to lower risk while still enjoying their profit in late fees and higher interest rates which they so gladly push up when consumers fall on hard times. Pure profit for Synchrony is pure XXXX on me, the consumer. 
Next in the scan packet or XXXX  BNK STATEMENTS DEMONSTRATING what I said early about overdraft and credit funding. XXXX  graciously refunded some of their fees ( pure profit ) because I had been in there so many times trying to prevent the autopayments which is very hard to stop. When a card is declined ( for automatic payment ) the card industry seems to have a standard practice of just running it through again later in a few days. Note the statement transaction date XX/XX/XXXX XXXX XXXX RETRY XXXX for {$78.00}. The XX/XX/XXXX trans date when I closed the account at XXXX  bank to try and end this once and for all. Keep in mind I have XXXX other banks I use even now. The next statement is from XXXX Bank when I went there to try and see what they paid XXXX didnt pay and you will see XXXX XXXX card XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and another XXXX  Bank XXXX statement showing the XXXX XXXX XXXX returned item for {$78.00} and TD Bank XXXX reversing the {$35.00} fee, and next page XXXX XXXX XXXX of {$78.00}. The next statement shows XXXX trans where I had the same issue ( so I started the process of going into XXXX  Bank with XXXX statement ( XXXX XXXX ) or perhaps the month before because they reversed a XXXX XXXX for {$35.00} fee. 
Exhibit XXXX This is a letter from XXXX XXXX XXXX dated XX/XX/XXXX showing the result of them acting on what Synchrony did ( which affected my XXXX XXXX ). My credit limit was lowered from XXXX to {$2600.00} which basically maxed out my limit and affected my debt to income ratio, but at least they didnt cancel my card altogether like Synchrony did. Page XXXX of that letter shows my XXXX XXXX down to XXXX on XX/XX/XXXX. 
Exhibit XXXX XXXX fargo letter showing a negative decision based on proportion of balance to credit limit on revolving accounts too high due to Synchrony Banks actions. 
Exhibit XXXX Letter from XXXX  XXXX decreasing my XXXX card from over $ XXXX down to $ XXXX, but at least they didnt close out the account. 
Exhibit XXXX Captial XXXX letter for XXXX XXXX Shops card decreasing my limit from over $ XXXX down to $ XXXX, but at least they didnt close my card or account. By the way I am still paying what I can on these cards even though they all have jacked my interest to almost 30 %. Still, my problem is not their problem. They got to make their money!!! 
Exhibit XXXX And LASTLY, but NOT THE LEAST, is a letter I opened today, XX/XX/XXXX, ( this was in a stack of mail from yesterday on our kitchen counter ) from Synchrony bank dated XX/XX/XXXX that says they want to help me but have to hear from me by XXXX -- - Sorry Synchrony that you didnt hear from me, but if you share you time machine secret information with me, I can make money and make all of this go away. There was a Certified green sticker on the envelope but no date, no signature, nothing except the date on the letter. Maybe it was the mail XXXX, I dont know, but the end result is the same, I as the consumer get screwed by Synchrony Bank XXXX I even called their customer service numerous times in the past, including when they closed my card out, and the person in the call center said he would document the notes and ask for an appeal form to be sent which I never received. But Synchrony should have evidence of my calls including their notes and they probably record calls. 
I am all for XXXX and making a profit, but it has to be done in a fair manner while doing the right thing. But it seems Synchrony Bank wants to follow in the footsteps of companies like XXXX XXXX and others that choose profit over people. So I have not decided yet whether to pursue an attorney that might be willing to take this matter up on a contingency basis, but I am sure there is XXXX out there. Among the items that I believe the CFPB should consider are some of the following that I would point out to counsel should I go this direction which will follow at the end. 
Desired Relief : Reinstate my original CREDIT LIMIT WHILE FREEZING MY ABILITY TO USE MY CARD while I pay what I owed back and at the very least, lower my interest rate to XXXX while I do do ; or, reinstate my credit card original limits while limiting my ability to use it to no more than {$1000.00} and as I pay this balance back increase the ability to use it accordingly while lowering the interest charged to no more than 14 % per annum. 
Thoughts on Potential Violations : XXXX Laws and Regulations XXXX. Electronic Fund Transfer Act ( XXXX ) and Regulation XXXX Potential Violation : Failure to stop recurring electronic payments after proper notification. 
I repeatedly requested to stop the autopay from XXXX  Bank account to Synchrony but the payments continued. Under XXXX, financial institutions must stop recurring payments within XXXX business days of receiving proper notice. I gave notice to both XXXX Bank and credit card companies including Synchrony, yet the autopayments continued for months. 
XXXX. Truth in Lending Act ( TILA ) and Regulation Z Potential Violation : Inadequate notice of account closure and credit limit decreases. 
I received a letter dated XX/XX/XXXX, requesting a response by XX/XX/XXXX, which I only received after the deadline. Regulation Z requires creditors to provide proper notice before adverse actions like account closures or significant credit limit reductions. The timing of notices appears problematic, especially the " help '' letter that arrived after its response deadline had passed. 
XXXX. Fair Credit Reporting Act ( FCRA ) Potential Violation : Potentially inaccurate reporting to credit bureaus. 
Synchrony XXXX have reported late payments that were actually due to Synchrony 's failure to honor the request to stop autopay, not the consumer 's unwillingness to pay. Additionally, the account closure XXXX have been reported without considering the consumer 's good faith efforts to make payments and communicate with Synchrony and XXXX Bank. 
XXXX. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) under Dodd-Frank Potential Violation : Closing account and decreasing credit limits without proper consideration of consumer hardship. 
Freezing the account would have been more appropriate than closing it entirely, especially since I was making an effort to pay minimum payments when possible. Synchrony 's practices seem designed to maximize profits through late fees and higher interest rates rather than work with consumers facing hardship. 
XXXX. Consumer Financial Protection Act ( XXXX ) Potential Violation : Failure to provide reasonable customer service and accommodate consumer hardship. 
The Synchrony representative at the call center in the XXXX promised to document notes and send an appeal form which was never received. This could constitute unfair practices if Synchrony failed to follow through on promised customer service options. 
Florida XXXX XXXX XXXX. Florida Consumer Collection Practices Act ( XXXX ) Potential Violation : Unfair debt collection practices If Synchrony proceeds with aggressive collection tactics ( including the negative affects through credit reporting which adversely affected me exponentially since other cards monitor credit scores, after the account closure, without properly considering the consumer 's attempts to communicate and make payments, this could violate Florida 's debt collection regulations. 
XXXX. Florida Deceptive and Unfair Trade Practices Act ( XXXX ) Potential Violation : Unfair practices regarding account management and customer communication The complaint describes potentially deceptive business practices, including sending critical notices with unreasonable response timeframes. The XXXX prohibits unfair methods of competition and unfair or deceptive acts in trade or commerce. 
XXXX. Florida Credit Card Bank Act Potential Violation : Improper handling of credit account terms and changes The sudden closure of the account and handling of my attempts to work out payment arrangements XXXX violate Florida 's regulations on credit card issuers ' obligations regarding account management. 
XXXX. Florida XXXX Rights XXXX Potential Violation : Discriminatory treatment based on economic status While not explicitly stated in the complaint, if Synchrony 's policies disproportionately harm consumers experiencing economic hardship ( like job loss ) without reasonable accommodation, this could potentially violate protections against economic discrimination. 
My complaint centers on several key issues : failure to honor requests to stop autopayments, abrupt account closure rather than account freezing or offering payment plans, lack of timely communication about account changes, and the cascading negative effect on their overall credit profile due to Synchrony 's actions. 

I have a witness to accompanied me to XXXX Bank on numerous occasions regarding this, but I am certain XXXX Banks own customer service records/notes can be subpoenaed to demonstrate the same including dates and times.

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