Consumer complaint received 2025-12-31 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Please find my letter sent to the Office of Attorney General for the state of Florida, as it contains helpful information regarding CareCredits deceptive practices and unfair credit practices : XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL, XXXX Phone : XXXX Email : XXXX Date : XXXX XXXX, XXXX. 

Office of the Attorney General State of Florida Consumer Protection Division XXXX The XXXX XXXX, FL XXXX Re : XXXX XXXX CareCredit/Synchrony Bank Sudden Closure of PerfectPayment Account , Misleading Late Payment Justification, and Severe Credit Harm Dear Attorney General Office : I am a Florida resident submitting this complaint regarding CareCredit, a medical credit card product issued by Synchrony Bank , for what I believe are unfair, deceptive, and harmful credit practices affecting my credit and potentially that of many other Floridians. 
My specific case I opened a CareCredit account issued by Synchrony Bank in XX/XX/XXXX. The account was open for exactly XXXXXXXX XXXX 
On or about XX/XX/XXXX, Synchrony closed this CareCredit account. 
During the entire period from opening through closure ( XXXX XXXX XXXX XXXXXXXX ), I never paid late on this account. All payments were made in at least the minimum required amount and on time. 
My consumer credit reports show no XXXX, XXXX, or XXXX late codes on this CareCredit tradeline. The payment history is 100 % on time and the account is coded as Closed by credit grantor, not delinquent. 
Despite this, Synchrony/CareCredit communicated that the closure was due to late payments or similar delinquencybased reasoning, which directly conflicts with both my statements and the tradeline as reported to the credit bureaus. 
Immediately after the closure, my credit score dropped by more than XXXX points, significantly harming my credit standing, ability to obtain credit, and overall financial position. 
I believe closing a clean, oneyearold account and then citing late payments as the justification, while no late payments appear on the credit reports, is misleading and unfair, and that this behavior may be part of a broader pattern by CareCredit/Synchrony .

Evidence of a broader pattern with CareCredit/Synchrony Public complaint databases, forums, and media show that my experience is not unique. There is a pattern of CareCredit/Synchrony : Closing accounts that consumers say were in good standing or paid on time. 
Attributing closures to late payments or generic risk despite the accounts being reported as current or never late. 
Causing substantial creditscore damage to consumers, including in cases involving medical and veterinary expenses. 
CFPB complaint data Examples from the Consumer Financial Protection Bureau ( CFPB ) complaint database include : CFPB Complaint No. XXXX ( Synchrony/CareCredit ) The consumer reports : CARECREDIT/SYNCHRONY BANK also closed my account when there were no missed payments or reason to close my account, and characterizes this as a violation. 
CFPB Complaint No. XXXX ( Synchrony ) A consumer reports their Synchrony account being closed without any warning whatsoever, discovering the closure only when attempting to use the card while traveling, despite believing the account was in good standing. 
CFPB Complaint No. XXXX ( CareCredit ) A consumer describes their CareCredit account being closed and their APR increased on the remaining balance while they were on automatic payments, implying that payments were being made as agreed. 
Additional CFPB complaints and comment compilations concerning Synchrony/CareCredit have been highlighted by national consumer advocates such as the XXXX XXXX XXXX XXXX XXXX XXXX XXXX  indicating ongoing concerns with medical credit card practices and Synchronys conduct. 
Forums and user reports CareCredit in good standing closed Multiple independent forum posts describe CareCredit or other Synchrony accounts closed despite being current or never late : On the XXXX XXXX ( XXXX ) XXXX a user reports that Synchrony closed my Care Credit account after nearly XXXX XXXX  with 100 % on time payments, stating Synchrony first reduced the limit and then closed the account, causing their credit score to tank. 
Another XXXXXXXX  user describes receiving a letter that their CareCredit account was closed due to too many late payments, while they state they only had XXXX late payment and dispute the banks characterization. 
In another XXXX thread titled CareCredit Account Closure, a user reports that CareCredit flagged them for a late payment and closed the account, while they assert they have never had a late payment in life. 
On XXXX credit forums, users report similar conduct : In a XXXX thread Synchrony Accounts closed without warning, a poster reports that both their XXXX and XXXX Synchrony accounts always in good standing were suddenly closed after a routine review, and that their reports now show closed, never late and paid/closed, never late, both at the request of credit grantor. 
Another XXXX  thread titled Account in good standing closed by issuer ( Synchrony ) describes an account being closed despite being in good standing, with participants noting Synchronys capricious behavior and advanced analytics used to shut accounts down suddenly. 
Synchrony closing accounts in good standing / never late across products While not all of these are CareCredit, they demonstrate Synchronys broader pattern toward Florida and U.S. consumers : On XXXX, multiple threads report Synchrony closing all or most Synchronyissued accounts even when users state they have never had a late payment ever, have high credit scores, or have just received credit limit increases. 
These users report significant credit score drops and difficulty obtaining future credit after account closed by credit grantor appears across multiple tradelines. 
Social media/ Florida consumer context A XXXX post titled Synchrony Bank closed my Care Credit account includes a consumer claiming that Synchrony lied in correspondence to the CFPB and states that My wife and I never had any late payments with synchrony. We always while describing closure of a CareCredit account. 
Another XXXX XXXX XXXX bank closed account and reported to creditors in a CareCreditfocused group recounts CareCredit closures and negative reporting while consumers were paying or had corrected onetime errors. 
A XXXX XXXX post in XXXX mentions a consumer impacted by XXXX XXXX XXXX  and payment issues involving Synchrony, stating they filed a complaint with the Florida  XXXX XXXX XXXXXXXX XXXXXXXX and also opened a dispute ticket with synchrony bank, illustrating that Floridians are already seeking relief in similar financial contexts. 
Media / litigation context A XXXX article in XXXX XXXX XXXXXXXX describes Synchrony/CareCredit as a predatory medical lender and notes prior enforcement actions ( e.g., a XXXX action returning {$34.00} XXXX for deceptive practices ) and more recent classaction litigation alleging unfair and deceptive business practices. 
The article highlights Synchronys use of a very strong arbitration clause to limit class actions, which makes regulatory enforcement and statelevel intervention particularly important to protect consumers who have little practical recourse individually. 
Why this matters for Florida consumers CareCredit is heavily marketed in medical, dental, and veterinary settings, often at moments of distress ( emergency care, urgent procedures ), leaving patients and pet owners feeling they have no real choice. Once consumers use the card : Synchrony can abruptly close an account, even with a perfect internal payment history, and attribute the closure to late payments or vague risk that is not visible on the tradeline. 
This can lead to massive creditscore drops, as in my case ( over XXXX points ), affecting the consumers ability to obtain housing, transportation, and other essential credit. 
The emerging pattern of closed, never late or closed with no missed payments accounts suggests a systemic practice rather than isolated mistakes. 
In my case, the account was open for exactly XXXX XXXX, reported 100 % ontime payments, then was suddenly closed by the credit grantor with a late payments justification that is unsupported by the reporting data. This is particularly concerning when combined with similar stories and the medicalcredit context in which CareCredit operates.

Requested action by the Florida Attorney General I respectfully request that the Florida Attorney Generals Consumer Protection Division : Review and investigate CareCredit and Synchrony Banks accountclosure and creditreporting practices as they affect Florida residents, particularly where : Accounts with 100 % ontime payment history are closed with justifications referencing late payments or unspecified risk. 
Closures cause substantial creditscore harm while the tradelines show never late or closed, never late status. 
Evaluate whether these practices constitute unfair or deceptive acts or practices under Florida law and whether enforcement or corrective action is warranted. 
Request from Synchrony/CareCredit : Aggregate data on account closures in Florida where the internal reason code involves late payments or risk, but the tradeline shows no XXXX, XXXX, or XXXX lates. 
Copies of policies governing closures of medical credit card accounts, particularly those with current or perfect payment histories. 
Encourage or require appropriate remediation for affected Floridians, including : Correcting any inaccurate or misleading adverse explanations given to consumers. 
Remediation where closures with misleading reasoning have caused significant credit damage to accounts that were in fact on time. 
I am prepared to provide copies of : My full credit reports showing the XXXX tradeline with 100 % ontime history and closed by credit grantor notation. 
Screenshots/PDFs of the CFPB complaints, forum posts, XXXX XXXX  XXXX and media reports cited above. 
Thank you for your attention to this matter and for the protection your office provides to Florida consumers. 
Respectfully submitted, XXXX XXXX XXXXXXXX XXXX XXXXXXXX

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