Consumer complaint received 2026-04-11 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
On XX/XX/year>, Synchrony Bank claims to have mailed a notice of account closure for my XXXX XXXX XXXX XXXX, citing a policy related to two returned ACH payment attempts within a XXXX period. I was never notified of this closure electronically. On XX/XX/year> -- the day after the alleged closure -- Synchrony Bank sent me XXXX separate emails : 1. ) A credit limit increase notification congratulating me that my new XXXX XXXX XXXX credit limit had been increased to {$3500.00}, with an invitation to " Shop now '' 2. ) A monthly statement showing a balance of {$2200.00} with a minimum payment due of {$130.00} and a payment due date of XX/XX/year> Based on these two emails -- both sent by Synchrony on XX/XX/XXXX with no indication of any account issue -- I made a full payment of {$2200.00} that same day, as I do every month. I have never carried a balance on this account and have paid the full statement balance manually every single month. Regarding the two returned ACH attempts cited as the reason for closure : both occurred within the past four months, and in both instances the full account balance was paid through an alternative method immediately. There was no financial loss to Synchrony Bank in either instance. The ACH issues stem from a fraud-related situation on the account I used for autopay, which lead to no longer using the account and again, manually paying from a separate account without fail. I did not discover my account had been closed until XX/XX/year>, when a backup payment method was unexpectedly charged for an XXXX purchase. I logged into my Synchrony account, had no notifications or anything mentioning issues with the account, the activity showed the full payment processed, with a {$0.00} balance, {$0.00} available, {$0.00} minimum payment due, and a due date of XX/XX/XXXX. Next I logged onto XXXX to find my $ XXXX in accumulated rewards disappeared. I logged back into Synchrony and on the chat I asked when the availability would reflect the {$0.00} balance, and I was told that the account was shut down as of XX/XX/XXXX, the day prior to the emailed statement, limit increase, and normal payment. Additionally, I called and spoke with a customer service rep and was ultimately not listened to and had the message repeated that the account was closed. She indicated that she would file and adverse action claim that could take up to 30 days to resolve and rushed the ending of the call. The following facts constitute the basis of my complaint : CONTRADICTORY COMMUNICATIONS : Synchrony sent a credit limit increase and a monthly statement on XX/XX/XXXX -- the day after alleged closure -- with no mention of account closure in either communication. A reasonable consumer receiving these emails would have no basis to believe their account had been or was being closed. PAYMENT MADE IN GOOD FAITH : I made a full payment of approximately {$2200.00} on XX/XX/XXXX in direct response to the monthly statement Synchrony sent me that day. This payment was made in complete good faith based on the information Synchrony provided, and again no indication of any issues whatsoever when making the payment. NO ELECTRONIC NOTIFICATION : Despite Synchrony having my email address on file and actively using it for account communications -- including the same day as the alleged closure -- no electronic notification of account closure was ever sent. REWARDS FORFEITURE : I was informed that my $ XXXX in accumulated cash back rewards were forfeited upon account closure. These rewards were earned through legitimate purchases and responsible account use. Forfeiting earned rewards without adequate notice -- particularly given the contradictory communications sent on XX/XX/XXXX -- is unfair and deceptive. POLICY MISAPPLICATION : The two returned ACH attempts cited as grounds for closure both resulted in full balance payments through alternative methods. The stated policy appears designed to protect against payment delinquency -- a circumstance that is not an issue with me. Again, I regularly pay off the entire balance each month and use the card frequently for the rewards benefits. REQUESTED RESOLUTION : Reinstatement of my XXXX XXXX XXXX XXXX account and restoration of my $ XXXX in forfeited rewards. If reinstatement is not possible, I request formal written acknowledgment that the XX/XX/XXXX credit limit increase and statement emails constituted inadequate notice of closure and that the rewards forfeiture was improper given my payment history and the contradictory communications sent by Synchrony on the same day as the alleged closure. I have documentation of both XX/XX/XXXX emails available to support this complaint. Synchrony also shared in the phone and text exchanges that they would like for me to apply for a new card -- that carries with it credit implications for me as the consumer and I find it to be unacceptable.

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