Consumer complaint received 2026-01-13 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am submitting this complaint regarding Synchrony Banks closure of my Amazon XXXX XXXX XXXX account after XXXX isolated returned payments that were immediately corrected and surrounded by months of substantial overpayment. 

Synchrony Bank has stated that its policy is to close accounts when XXXX or more payments are returned within a XXXX period. However, this mechanical policy does not reflect the actual payment behavior on my account and does not justify the harm caused by its application in this case. 

My required monthly payment was approximately {$29.00}. I made payments every single month and routinely paid far more than required, often double or triple the minimum. In several months I made multiple payments within the same billing cycle to ensure the account remained ahead of schedule. 

My payment history includes : ( See attachments of the payment history screenshot directly from my account on their website ) XXXX {$29.00} paid XX/XX/XXXX {$29.00} paid ( later rejected without my awareness ) XX/XX/XXXX Payment reposted immediately upon discovery XX/XX/XXXX {$29.00} paid ( late fee covered immediately ) XX/XX/XXXX {$60.00} paid ( more than double the minimum ) XX/XX/XXXX {$43.00} paid XXXX XXXX payments totaling {$200.00} ( only XXXX min pmt required, yet I submitted payment each far exceeded the min required, demonstrating responsibility and good faith to keep my account in good standing. ) XX/XX/XXXX {$100.00} paid ( again over paid, demonstrating good faith to keep my account in good standing. ) XX/XX/XXXX XXXX submitted ( later rejected without my awareness ) Upon learning of the XXXX rejection I immediately submitted {$100.00}, far exceeding the required amount There were only XXXX returned payments over this entire period. In both cases : I was not aware of the rejection when it occurred I corrected the issue immediately when it became known. As soon as I learned I didnt wait for the next payment cycle or when the next bill was due. I immediately resubmitted payment within the same month. 

The corrective payments were far larger than the minimum due I never skipped a month, ignored a balance, or allowed delinquency to persist This is not a pattern of non-payment or elevated credit risk. It is a record of good-faith payment behavior with immediate remediation of technical failures. 

Despite this, Synchrony Bank closed my account. When I appealed in writing on XX/XX/year> and repeated the same information in live chat with Synchrony representatives on and before that date, I did not receive a substantive response. The only response I received was a brief statement that their policy automatically closes accounts after XXXX returned payments, without addressing my payment history, overpayments, or immediate corrections. 

This approach ignores intent, behavior, and remediation and applies a rigid automated rule that causes disproportionate consumer harm. I was a paying customer who repeatedly overpaid, yet I was treated as a credit risk. 

In addition, Synchrony Banks XXXX XXXX XXXX for Amazon XXXX XXXX XXXX holders does not provide a functional way to submit messages or disputes, further preventing meaningful appeal. 

I am asking the CFPB to review whether Synchrony Banks actions constitute an unfair or abusive practice, including : Closing an account despite sustained good-faith payment behavior Relying on rigid automated criteria without reasonable human review Failing to provide meaningful access to dispute and appeal mechanisms I am not asking the CFPB to enforce Synchrony Banks internal policies. I am asking the CFPB to evaluate whether the application of those policies in this case violated consumer protection standards and caused unjustified harm.

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