Consumer complaint received 2025-08-16 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: WI

Complaint narrative:
I am filing this formal complaint against Synchrony Bank, the issuer of the XXXX XXXX product, regarding the unauthorized closure of my account, the complete failure of the company to follow up on my repeated inquiries, and the deceptive and unprofessional conduct of its management staff. 

The core of this complaint is simple : On XX/XX/year>2025, after a Synchrony Bank representative read me the account closure disclaimer, I made an explicit and unambiguous verbal decision to decline the closure and keep my account open. The representative acknowledged my decision. Despite my clear instructions, my account was closed. 

My subsequent, diligent attempts to have this error corrected were met with promises of investigation, but no one from the company ever followed up. This negligence culminated in an XX/XX/scrub> 2025, call with a supervisor who, rather than providing a resolution, offered a contradictory and illogical explanation for the events, demonstrating profound incompetence and engaging in outright deception. 

Chronological Timeline of Events : XX/XX/scrub> 2025, XXXX XXXX  CDT ( Duration : 13 min 55 sec ) : I called Synchrony Bank to inquire about closing my account. After the representative read the official closure disclosures, I explicitly rescinded my request. The company 's recording of this call will verify my clear verbal instructions after the disclaimer is read, where I state that I do not want to close the account and will call back later. 

XX/XX/year>, XXXX XXXX  CDT ( Duration : 27 min 13 sec ) : After discovering my account was closed against my instructions, I called to report the error and was assured the matter would be investigated. 

XX/XX/year>, XXXX XXXX CDT ( Duration : 29 min 11 sec ) : Having received no follow-up, I called again and was once more assured the issue was being looked into. 

XX/XX/year>, XXXX XXXX  CDT ( Duration : 31 min 5 sec ) : After weeks of silence from Synchrony Bank, I called again. This call revealed the extent of the company 's incompetence and bad faith. Key Issues and Evidence of Misconduct
: 1. Unauthorized Action : I gave a clear verbal instruction not to close my account on XX/XX/XXXX. This instruction was ignored. 

2. Systemic Failure of Follow-Up : Despite being assured on multiple calls that the issue was being investigated, there was a total failure of internal process and customer communication.

3. Deception and Gross Incompetence from Management : The conduct of Supervisor XXXX on the XX/XX/XXXX call was unacceptable. Investigators reviewing the recording of this call are directed to the following specific statements from Supervisor XXXX as clear evidence of deception and unprofessionalism : On the Contradictory Explanation : She stated : " it was reinstated at some point. It got reopened but it got closed again because the system, they reviewed it and it was decided to close it again. '' This unsubstantiated claim appears to be a fabrication designed to deflect responsibility. 

On the Abdication of Responsibility : After I challenged her narrative, she ended our interaction by dismissively stating : " it looks like you already figured out. '' This statement is a clear admission of her refusal to perform her job.

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 non-monetary relief