Consumer complaint received 2022-08-06
Company: SYNCHRONY FINANCIAL
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
Early in XXXX I received a notification that a new inquiry appeared on my credit report. Indeed, an inquiry by XXXX via XXXX was requested on XX/XX/2022 for the permissible purpose of a credit transaction. A credit application had been submitted by someone else using my maiden name and social security number. 

XX/XX/2022 I contacted XXXX for dispute instructions, and then XXXX at the given phone. The representative said they'd send the deletion letter directly to XXXX and then the charge would fall off. He said they could not send a letter to me and that small companies probably do send letters, but that they only send it directly to the bureau. He said it could take 30 days but suggested waiting until early may because reports get updated early in the month. 

XX/XX/2022 I contacted XXXX / SYNCHRONY BANK about a letter I received in the mail indicating they could not locate my account with the information provided and that in order to handle my request they needed my account number - found either on my credit card, billing statement, or credit report. Obviously I do not have an account number. I spoke with XXXX who first said I should contact the bureau, and when I insisted I needed a deletion letter she said she " couldn't find me '' and so it must have fallen off already. She eventually transferred me to XXXX in the fraud department, who confirmed an inquiry using my maiden name. She " resubmitted '' the deletion letter. She said it would take 30-60 days, so XX/XX/XXXX for a possible XXXX update. 

XX/XX/2022 I contacted XXXX / SYNCHRONY BANK to follow up again. I spoke with XXXX, who said he'd follow up with the right department and eventually transferred me to XXXX. She confirmed with bureau was showing the inquiry and my last name ( maiden name ) and said the XXXX request went to the wrong agency and that she would send a request to XXXX that day. Said it would be 30-60 days. 

XX/XX/2022 I followed up with XXXX / SYNCHRONY BANK yet again. I was transferred several times and disconnected twice. Eventually I got to XXXX, who logged into the application database to see what was on file and said an application was processed in XXXX but never decisioned - " interesting. '' He transferred me to XXXX on the fraud team. XXXX said she would follow up. I asked her for a copy of the deletion letter and she said they always send XXXX - but I've never received XXXX and a rep in the past said they don't send them to customers. I shared this and that I'd really like XXXX. She confirmed my address- the one they already had on file for me was not mine. 

XX/XX/2022 I also contacted XXXX again, this time by chat. I asked if there was any way they could have received the deletion letters and just not updated my report. The rep couldn't say - only that the maintenance department would know that and they can only provide that number to subscribers and lenders ( and can't make outbound calls ). 

At this point - 6 months later, I don't trust XXXX / SYNCHRONY BANK or XXXX to resolve this without additional support.

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