Consumer complaint received 2025-08-11 00:00:00
Product: Credit card — Store credit card
Issue: Trouble using your card — Can't use card to make purchases
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
Issue : Unfair, Deceptive, and Abusive Acts or Practices ( UDAAP ) Restrictive Account Blocking After Payment in Full Complaint Narrative : I have been a Synchrony Bank customer for over four years with a consistent payment history. On XX/XX/XXXX, Synchrony Bank accepted my full payment of {$2700.00} from my debit account, bringing my balance to XXXX. Synchronys own system reflects that the payment was received and processed in full.

Without providing any notification, Synchrony locked my account. I only discovered the restriction when a legitimate transaction was declined at the point of sale on XX/XX/XXXX. 
On that same date, XX/XX/XXXX, while my account was still locked, Synchrony accepted and cleared an additional payment of {$710.00}, leaving a remaining balance of {$14.00}. Despite accepting this payment, they declined a legitimate {$2000.00} academic equipment purchase that same day. 
On that same date, a legitimate {$2000.00} academic equipment purchase was declined. My account was not unlocked until XX/XX/XXXX. 
After the unlock, two additional attempts to purchase the same legitimate academic equipment on XX/XX/XXXX and XX/XX/XXXX were also declined. All three purchases were made by me personally, billed to me, and shipped to my own address. The account was fully paid and verified at the time of all three declines. 
On XX/XX/XXXX, at approximately XXXX, I spoke with a Synchrony representative named XXXX, who stated they would not review my account without biometric verification or mailed verification neither of which has ever been required in my four years as a customer. She could not provide a valid reason for the repeated declines after my account was restored. 
These actions constitute unfair, deceptive, and abusive practices under CFPB standards because : Unfair : They caused substantial harm by restricting my ability to make legitimate purchases after the account was fully paid, without valid justification, and without notifying me of the lock. 
Deceptive : Synchrony represented that my account was unlocked and restored, but continued to block legitimate transactions. 
Abusive : They imposed arbitrary and unprecedented verification requirements, effectively denying me use of my account despite full compliance. 
This behavior appears consistent with a broader pattern of restrictive and retaliatory account practices, rather than an isolated security review. 
I request that the CFPB require Synchrony Bank to : 1. Provide a written explanation for declining my legitimate {$2000.00} academic equipment purchase on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. 
2. Remove all illegitimate restrictions on my account.

3. Implement fair and reasonable verification procedures for long-standing customers. 
Key Dates : XX/XX/XXXX {$2700.00} payment accepted & cleared XX/XX/XXXX {$710.00} payment accepted & cleared, Account locked without notice ; {$2000.00} academic equipment purchase declined. ( balance {$14.00} ) XX/XX/XXXX Account unlocked. 
XX/XX/XXXX Second {$2000.00} academic equipment purchase declined. 
XX/XX/XXXX Third {$2000.00} academic equipment purchase declined. 
XX/XX/XXXX Call with XXXX, refusal to review account without biometric/snail-mail verification. 
Supporting Evidence : Synchrony statement showing payment posted XX/XX/XXXX. 
Records of all three declined transactions on XX/XX/XXXX, XXXX, and XXXX. 
Account statement showing available balance during declines.

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