Call Old Navy's customer service line to request cancellation

The fastest way to cancel your Old Navy credit card is to call the customer service number on the back of your card. Have your card number ready when you call. The representative will confirm your identity, ask why you're cancelling, and process the cancellation on the spot. The call usually takes five to ten minutes.

Old Navy's customer service team handles cancellations during standard business hours, typically 8 a.m. to 10 p.m. Eastern time, seven days a week. If you call outside those hours, you can leave a message or try again the next day. Some representatives may ask if there's anything they can do to keep your account open — you can decline or accept a retention offer, but you're not obligated to stay.

After cancellation, the representative will give you a confirmation number. Write this down or ask them to email it to you. Keep this number in case you need to reference the cancellation later.

Key Takeaways

  • Call the number on the back of your Old Navy credit card to cancel; the process takes about five to ten minutes.
  • Have your card number and a form of ID ready when you call to speed up identity verification.
  • Request and save a confirmation number after the cancellation is processed.
  • Cancelling the card does not automatically pay off your balance — you will still owe any remaining debt.
  • Your credit report may show the account as closed for several years, which is normal and does not harm your credit score.

What happens to your balance after cancellation

Cancelling your Old Navy credit card does not erase what you owe. If you have a balance, you must continue to pay it. Old Navy will send you a bill each month until the balance reaches zero, and you can pay online, by phone, or by mail using the same methods you used before.

If you have no balance when you cancel, the account closes when ready and you receive no further bills. If you do have a balance, the account stays open for billing purposes only — you cannot make new purchases, but you can still pay down what you owe.

Interest will continue to accrue on any remaining balance unless you have a 0% promotional rate that hasn't expired. Check your most recent statement to see your current interest rate and balance.

Cancelling online or by mail if you cannot call

If calling is not an option, you can request cancellation through Old Navy's website. Log into your account, navigate to account settings or card management, and look for a cancellation or close account option. The exact location varies depending on whether your card is through Synchrony Bank or another issuer, but most online portals have this option under "Account" or "Settings."

Cancelling online may take longer to process than a phone call — typically three to five business days — and you won't receive a confirmation number when ready. If you use this method, take a screenshot of the cancellation request as your proof.

You can also write a letter to Old Navy's customer service address requesting cancellation. Include your name, card number, and a request to close the account. Mail it to the address listed on your statement. This method is slowest and may take two to three weeks, so use it only if phone and online options are unavailable.

What to do before you cancel

Before you call, check your account for any pending transactions or automatic payments. If you have set up autopay for any bills using this card, update those payments to a different card or account first. Cancelling the card while autopay is active can cause payments to fail and create late fees or service interruptions.

Review your most recent statement to confirm your balance and make sure there are no unauthorized charges. If you spot fraud, report it to Old Navy before cancelling — the card issuer may need the account open to investigate.

If you have an active promotional offer (such as 0% interest for 12 months), check the terms before cancelling. Some promotions end when you close the account, which means any remaining balance will start accruing interest at the regular rate when ready.

How cancellation affects your credit score

Cancelling a credit card can affect your credit score, but the impact is usually small and temporary. Your score may dip slightly when the account closes because it reduces your total available credit, which can raise your credit utilization ratio on other cards. For example, if you have $5,000 in debt spread across two cards with $10,000 total credit, your utilization is 50%. If you cancel one card with $5,000 credit, your utilization jumps to 100% on the remaining card.

The closed account will stay on your credit report for seven to ten years, showing a $0 balance. This does not hurt your score — in fact, a paid-off closed account can help it. What matters is that you continue to pay your other bills on time and keep your other credit card balances low.

If you're concerned about the impact, you can cancel after paying off the balance completely. This way, the account closes with no debt, which looks better on your report than closing with an outstanding balance.

Cancelling a card you no longer have or cannot find

If you've lost your Old Navy card or no longer have it, you can still cancel by calling customer service. Tell the representative that you don't have the card in front of you. They will verify your identity using other information — your Social Security number, date of birth, and recent transactions — and process the cancellation without the card number.

If you've moved and no longer receive statements, update your address with Old Navy before cancelling. This ensures any final bills or confirmation letters reach you. You can update your address by calling customer service or logging into your online account.

What to do if Old Navy denies your cancellation request

Old Navy rarely denies a cancellation request, but if a representative says they cannot close your account, ask why. Common reasons include a pending fraud investigation or a balance that's in dispute. If there's a hold on the account, ask how long it will last and when you can cancel.

If you believe the denial is an error, ask to speak with a supervisor. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you feel the card issuer is treating you unfairly. The CFPB accepts complaints online at consumerfinance.gov and forwards them to the issuer for a response.

Frequently Asked Questions

Will cancelling my Old Navy card hurt my credit score?

Your score may drop slightly when you close the account because it reduces your available credit. The impact is usually temporary and small — typically five to ten points. The closed account stays on your report for seven to ten years and does not continue to hurt your score.

Do I have to pay my balance before I cancel?

No. You can cancel with an outstanding balance, and you'll continue to receive bills until it's paid off. However, cancelling after you've paid the balance in full looks better on your credit report and avoids ongoing interest charges.

Can I reopen my Old Navy credit card after I cancel it?

You can request to reopen the account by calling customer service, but Old Navy is not required to approve the request. If they deny it, you can always explore for a new card. A new process will trigger a hard inquiry on your credit report.

What if I have a promotional interest rate when I cancel?

Check your cardholder agreement to see what happens to promotional rates when you close the account. Most promotions end when ready upon cancellation, and any remaining balance starts accruing interest at the regular rate. If you have a large balance with a promotional rate, consider paying it off before you cancel.

How long does it take for the cancellation to show up on my credit report?

The closed account typically appears on your credit report within one to two billing cycles, usually 30 to 60 days. You can check your credit report for free once a year at annualcreditreport.com to confirm the account shows as closed.