Consumer complaint received 2025-12-24 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: AL

Complaint narrative:
Unauthorized electronic fund transfer ; improper account closure ; unfair/deceptive practices Complaint Summary Synchrony Bank closed my credit card account ( s ) citing a returned payment / NSF that was caused solely by Synchrony Bank initiating unauthorized ACH debits from a bank account I did not select or authorize. The authorized payment was made early, in full, and before the due date, consistent with my long-standing payment history. Despite multiple requests to investigate and correct this bank-caused error through Synchronys corporate channels, the bank refused to correct its records, repeatedly denied reinstatement, and provided inconsistent explanations. 
This conduct involves unauthorized electronic fund transfers, misattribution of fault, failure to correct after notice, and unfair and deceptive practices, raising concerns under Regulation E, UDAAP, and ECOA. 

Detailed Explanation Authorized Early Payment My payment was not due until XX/XX/year>. 
On XX/XX/year>, well before the due date, I authorized a single current-balance payment of {$440.00}. 
I explicitly selected XXXX XXXX  as the payment source. 
This authorized payment successfully posted on XX/XX/year>, satisfying the balance in full. 
This payment behavior is consistent with my established history of paying balances in full early and never allowing balances to roll over. 

Unauthorized ACH Debits After the authorized payment posted and the balance was already paid in full, Synchrony Bank initiated ACH debit attempts against a different bank account XXXX XXXX XXXX XXXX which I did not select or authorize. 
Unauthorized debit attempts occurred on : XX/XX/year> XX/XX/year> I never authorized ACH withdrawals from XXXX XXXX for this payment or any re-presentment. 
Improper NSF Attribution Any NSF or returned payment resulted only because Synchrony Bank initiated unauthorized ACH debits. 
The authorized payment from XXXX XXXX  was completed before the due date and before the unauthorized debit attempts. 
There was no missed payment, no delinquency, and no consumer-caused payment failure. 
Treating this as a risk event or NSF attributable to me is factually incorrect and misleading. 
Account Closure and Repeated Denials Synchrony closed my account ( s ) citing an NSF / returned payment. 
I contacted Synchronys corporate office on multiple occasions requesting investigation, correction of the unauthorized ACH activity, and reinstatement. 
Despite repeated notice, Synchrony : Failed to provide proof of authorization for the XXXX XXXX debits Failed to correct internal records Repeatedly denied reinstatement At the same time, Synchrony stated that I am eligible to reapply, which contradicts the assertion that I posed a legitimate credit or risk concernparticularly given the early, on-time, full payment history. 

Why This Is a Problem Initiating ACH debits from an unselected bank account constitutes unauthorized electronic fund transfers under Regulation E.

Using a bank-caused NSF as the basis for adverse action is unfair and deceptive. 
Closing an account that was paid early and in full before the due date can not reasonably be characterized as a risk-based decision. 
Repeated denials after notice demonstrate a failure to conduct a reasonable investigation. 
Providing inconsistent explanations while inviting reapplication is misleading and undermines the credibility of the stated reason. 
Not to mention, their system only allows a consumer to make a single payment with in a 24 hour period. 

Harm Caused Loss of available credit. 
Increased utilization. 
Potential underwriting harm. 
Time and effort spent attempting to correct a bank-caused error. 
Halted my plans to purchase a home. 
Defamation of my character.

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