Consumer complaint received 2023-07-07
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
The issue is with Synchrony Bank. My wife, XXXX XXXX XXXX is the owner of our Verizon Account. I am the manager. My name is XXXX XXXX XXXX. XXXX XXXX Verizon XXXX XXXX. My Verizon XXXX XXXXXXXX. We pay automatically with another credit card monthly. Verizon offered a better plan for the same cost if we used a Verizon Credit Card. I accepted the new plan, then XXXX applied for a Verizon Credit Card. Verizon partners with Synchrony Bank to have Synchrony Bank review our credit report and reply back to Verizon and to us if the application was approved or denied and for what reason. Synchrony Bank performs the credit report review, not Verizon. Synchrony bank used XXXX XXXX to review our credit reports. XXXX submitted her authorization first. Within 2-weeks she received an email from Synchrony Bank they were unable to approve your request at this time. The reason was, " Application has risk factors that cause us to be unsure of your identity. '' I called Verizon Credit Card Services and was told I had to speak to Synchrony Bank. I called Synchrony Bank and was told I had to speak with Verizon Credit Card Services. THIS WENT BACK AND FORTH. I went to the Verizon store XXXX XXXX XXXX XXXX, XXXX XXXX. I was there with the store manager for about 3 hours. He tried calling Verizon and Synchrony Bank. but couldn't get a resolution. He said the store is only a sales store and is limited in what he can do to help. I spoke with XXXX at Synchrony Bank. She referred me back to Verizon Credit Card Services. It takes 30 days from the day your authorization is denied to retry. I thought it would save tome If I applied for the Verizon credit card. I applied. On XX/XX/XXXX. I got an email from Synchrony Bank denying my application for the exact same reasons as my wife 's denial ; " unable to approve your request at this time. The reason was, " Application has risk factors that cause us to be unsure of your identity. '' I called XXXX XXXX, spoke with XXXX. XXXX said my name was the only name on the report and it matches my social security card name. XXXX said I had an excellent report. XXXX couldn't understand why Synchrony Bank was unsure of my identity. Synchrony Bank will not do anything but refer me to Verizon Credit Card Services. 
Synchrony Bank must be able to identify my wife and me, however they won't try. Synchrony Bank is not performing its duties by law as it relates to its role in authorizing or denying a credit card, and being able to identify a person whom Verizon and XXXX XXXX have no problem identifying. I am an XXXX XXXX XXXX veteran, I have VA ID, a California Driver 's license, Federal Employee Plan health insurance, Voter 's registration card, we have lived in this home since XXXX, I have USDOL, FECA. OWCP benefits for an on the federal job XXXX, and I have a Federal Civil Service Annuity. Please have Synchrony Bank provide me with an executive assistant contact phone number who will speak with me and identify me and review my XXXX XXXX Credit Report using my identity, to determine that I have a XXXX score of about XXXX, and my credit record is impeccable, then authorize a Verizon Credit Card for me, with my wife as co-owner.

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