Consumer complaint received 2019-07-01
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
About me ... during the application, I had a XXXX credit score from XXXX, no delinquincies, no debts, and a net income in the $ XXXX range. 
-- -- -- -- -- -- -- I received the two attached letters and called the phone number as requested in the first letter dated XX/XX/2019 to confirm my contact information on the application and the denial letter dated XX/XX/XXXX states they used credit bureau information but failed to disclose which credit bureau was utilized even though the Federal Equal Credit Opportunity Act legally requires such disclosures. 
-- -- -- -- -- -- -- The first letter included a phone number XXXX to call, but it only led to a secretary who simply confirms the info on my application ; she was not a credit analyst or senior underwriter. This first letter may be an attempt by Synchrony to claim that they tried to work with me, but the phone number they provided was only to confirm all the contact info on my original application and no further questions or documents were requested. This is not a sincere attempt at verifying me. 
-- -- -- -- -- -- -- I have took it upon myself to verify my credit reports information, my information from the social security office, and ordered a verified and non-verified XXXX consumer report on myself and have concluded that my data is verifiable. 
-- -- -- -- -- -- -- The stated reason for denial was because they were unable to verify my social security number, address and phone but does not specify which database they were unable to verify my identity with, however, the Federal Equal Credit Opportunity Act legally requires specific reasons for denial, but the denial letter is too vague. I tried talking to two different representatives about this, but they were unable to help any further and told me to just reapply. However, I took special notice that the hard inquiry made from this credit card application resulted in a 14 point decrease in my credit score which makes reapplying not a reasonable option. 
-- -- -- -- -- -- -- The second phone representative and other internet sources confirmed that they use an automated computerized system to verify identities of applicants. Other credit analysts explain that using non-human systems may result in errors because computers may be unable to recognize the different ways that a same address can be written ( i.e. unit XXXX vs apt XXXX, apt # written on the first line vs on the 2nd line, apt # written on the same line as the street address, etc ), therefore, the system will flag the address as not matching even though it is a match. Also, the address on my application is only three months old and the problem with XXXX 's credit card application form is that it does not ask for previous addresses in case an applicant 's current address is too new. Regardless, my current new and old addresses are both listed on my credit reports, in the IRS system, DMV system, both XXXX  reports and Synchrony has successfully verified that I received their letters to my address so it's not possible to claim my address to be unverifiable. 
-- -- -- -- -- -- -- As for my social security number, they are verifiable through all three credit bureaus, social security office, DMV, both XXXX consumer reports, and IRS. Therefore, being unable to verify my SSC # is not a legitimate reason as I have copies of documentation from these sources. ( I was told Synchrony does not purchase updated databases often enough to verify identities so they may be using old information on people and if so, this is not a legitimate reason to deny applicants if Synchrony is using old databases to verify people. They should be keeping their packages on consumer reports updated. ) -- -- -- -- -- -- -- As for my phone number it is verified on my XXXX credit report and they can call or text me anytime to test it. Also, the law states that " When Deciding To Grant You Credit Or When Setting The Terms Of Credit, Creditors May Not ... Consider whether you have a telephone account in your name. A creditor may consider whether you have a phone. ''

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