Consumer complaint received 2020-06-19
Company: SYNCHRONY FINANCIAL
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
hope all is well. I am writing to express my discontent with the handling of Identity Theft and fraud associated with an Amazon /Synchrony Bank credit card that I never requested nor used. I became aware of it on XX/XX/2020 when I started the process of refinancing my home that an unauthorized Credit Card associated with my Social Security number was sent to collections due to nonpayment. 



I am in the process of refinancing my home for my family and in the middle of escrow. immediately after finding out about the collection debt, I called Synchrony Bank and spent 2 hours on the phone trying to clear and reestablish my credit. My loan officer Mr. XXXX ( whom has been helping me with this case ) and myself, finally spoke to XXXX in the Fraud department whom was very rude and unprofessional, we explained him the situation and he instructed us wait for Fraud claim form that he requested to arrive in the mail, he instructed us to fill it out and mail it back to Synchrony Bank to remove this collection from my credit. we asked if there was a different form of delivery of the letter ( email or Fax ) and he said NO, due Synchrony Bank policy and procedures, it requires that the letter be sent to the claimant via regular mail. He said the Investigation process can take up to 2 months for a fraud analyst to review the case and make a decision. We informed him of the urgency of the matter and that we needed a DELETION LETTER removing this collection from my credit report so I can continue to move forward with the refinance of my home and take advantage of the lower mortgage interest rates during that time. He reiterate us again that there was nothing he could do anymore for us that we had to wait for the letter and a response from the fraud analyst investigator once his investigation was completed. Out of options offered by XXXX, we agreed to wait for the letter to arrive in the mail, he verified with him our mailing address ( our  XXXX. XXXX ). He said that he had requested the letter and once we receive it we needed to fill it out and send back as soon as possible. The letter sent XXXX in your fraud department never arrived, on the other hand we received a collection notice vial mail to the same XXXX XXXX by XXXX collecting the balance in your behalf. We called XX/XX/2020 and spoke with XXXX this time ( thats all the information that he wanted to provide us about himself, no last name or anything else ) he confirmed that in fact the collection was sent to XXXX due to the fraud investigator decision, on the case. When we asked XXXX for the decision factors from the investigator to complete his case, this is what he said the claim was denied due to the following : Fraud claim form wasnt received : he said that the letter was mailed on XX/XX/2020 but received back on XX/XX/2020. As we explained XXXX previously this letter was never received, we wanted to make sure that we received this letter thats why we asked for different alternative methods of delivery ( Email or Fax ) but we were not grated those options. I receive ALL my mail in this XXXX  XXXX fine as you can see I got the collection notice from XXXX. 
Applicant Information ( Name and address matched to the credit bureaus ) : we explained to XXXX on XX/XX/XXXX that my name is XXXX XXXX XXXX, I have a son XXXX XXXX XXXX that lives with us in my home. I also explained to XXXX that I dont buy stuff on line and I dont use Amazon or have an account with you guys. He asked IF my son could have done this, I told him that I didnt know but IF it was him I was willing to press charges if needed, I really take care of my credit and its NOT fair that I have to go through this horrible experience. 
Valid Payments made on account with no return payments : I asked him if he could provide me with proof how this payments were made, maybe this way I can find out who established this account but he said that he couldnt. Again I feel that Im not given an opportunity to correct this by your representatives. 


It is unacceptable the manner in which Synchrony Bank is handling my case, It was evident that someone else used my information to established a fraudulent account and when Im taking some much time off from work to fix this problem no one wants to help me. Time is of the  essence and every day that passes by, I am at risk of losing the opportunity to obtain a better rate for my home and this is turning to thousands of dollars due to something that I didnt do.

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 non-monetary relief