Consumer complaint received 2020-11-20
Company: SYNCHRONY FINANCIAL
State: HI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
On XX/XX/2020 I applied for a Lowes credit card online. Was instructed to take a video of myself for facial recognition purposes and to then take photo of the front and back of my Hawaii drivers license. All went well and was accepted until taking pic of the bar code on the back of my license. Website locked me out after x amount of tries. I was in dire need of washer/dryer, so I drove to nearest XXXX store with all the documentation I felt was sufficient, ( previous years tax returns and W-2, original SS card, latest check stub from employer and said Hawaii drivers license ). Spoke with store manager, who then put me in contact with their credit card people on site. They spent over 2 hours on the phone with several different reps of Synchrony Bank/Financial, ( Lowes credit card issuer ) and it was revealed only way to continue was to go through same process as I had previously done online, i.e. photo of barcode, video etc. XXXX employee took video ( accepted ), pic of front of drivers license ( accepted ), and pic of bar code on back of license ( not accepted as it again would not read ). After the allotted tries system once again locked us out. Was told nothing I could do but wait for letter from Synchrony. I paid for washer/dryer with my bank debit card and went home and waited for said letter, which arrived on XX/XX/XXXXand was dated XX/XX/XXXX. Called # from letter and was told I needed to go through the same process as before. Went online and was locked out. Called back and requested account manager who said she would unlock and to try again. Went through the process again with same results ( bar code would not accept ). Have requested Synchrony to please either give me another avenue to prove my identity or cancel application and remove hard inquiry they have put on my credit report. They stated they will do neither. I have previously received offers of credit from Synchrony in mail. I have had a mortgage for almost 14 years, several established utility accounts and have even been approved for a mortgage refinance within the past two weeks from XXXX XXXX ( which took less than an hour, compared to the six plus hours I've spent dealing with Synchrony on this issue ). I am presently awaiting denial letter from them. I really no longer need the Lowes card and only applied to take advantage of the 12 month financing for washer/dryer. I feel this practice is unfair as it affects my credit score, which is in the low 790 's and feel that I should be given another avenue of proving my identity. Person who helped for several hours at Lowes store said they have experienced this issue several times before. Any help you might provide will be appreciated, as I am willing to do whatever is necessary, but scanning of bar code on drivers license obviously will not work. XXXX

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