Consumer complaint received 2026-04-19 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
On XX/XX/year>, I contacted Synchrony regarding my Amazon XXXX credit card, which was showing a negative balance of - {$160.00} following two recent payments ( {$160.00} and {$140.00} ), one of which had not yet fully processed. During this call, I asked how to resolve the negative balance and recover my funds. The Synchrony representative informed me that a refund of {$140.00} could be issued by check, which would take approximately XXXX weeks. The representative further advised that, if I wanted access to the funds sooner, I could contact my bank to stop the payment. In the same interaction, I also asked about my statement closing date and how my balance would be reported to the credit bureaus. I was informed that the statement closed on XX/XX/year>, and that the balance as of that date would be what was reported. I specifically asked whether I could continue using the card after XX/XX/XXXX without affecting what would be reported, and I was told that I could. Relying on the representatives guidance, I proceeded to place a stop payment through my bank in order to access my funds sooner. I also continued to use the card after XX/XX/XXXX based on the understanding that it would not impact what was reported for that billing cycle. After successfully placing the stop payment, I contacted Synchrony again to request that the previously arranged refund check be voided. Following these actions, my account was permanently closed due to having two dishonored payments. Additionally, my account balance was reported to the credit bureaus on XX/XX/XXXX, XXXX XX/XX/XXXX as I had been toldresulting in a higher reported balance and a negative impact on my credit score. At no point during my interaction with Synchrony was I informed that : * Stopping the payment ( as suggested by their representative ) could result in permanent account closure, or * My balance would be reported based on a later date than XX/XX/XXXX, despite being told that was the statement closing date and reporting reference point. I relied on the guidance provided by Synchronys representative when making both decisions. Had I been informed of the material consequencesspecifically the risk of account closure and the actual reporting date to credit bureausI would not have taken these actions. Synchrony has stated that these outcomes are my responsibility under their terms and conditions. However, this does not address the fact that I reasonably relied on guidance provided by their representative without disclosure of significant adverse consequences. I am requesting that Synchrony : 1. Review the call recordings from XX/XX/year>. 2. Reconsider and reinstate my account based on my reliance on their representatives guidance. 3. Investigate and correct any inaccurate or misleading credit reporting associated with this issue. 4. Provide a written explanation addressing why no warning of account closure or accurate reporting timing was disclosed when the representative advised these actions. 5. I had a call with XXXX XXXX customer service manager for Synchrony XXXX member number This situation arose directly from following Synchronys guidance without disclosure of material consequences, resulting in both permanent account closure and negative credit reporting impact.

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