Consumer complaint received 2021-02-11
Company: SYNCHRONY FINANCIAL
State: TX
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:
On XX/XX/XXXX, I received notification of a new inquiry on my credit report. The inquiry was from Synchrony Bank for a Sams Club credit card. I first contacted XXXX  to report the fraud and they placed a freeze on my credit and instructed me to reach out to the creditor and let them know about the fraud. 

I contacted Synchrony Bank the very same day XXXX XX/XX/XXXX ) and informed them that I was not the one who applied for a Sams club credit card and it was a fraudulent transaction. It took them about an hour to even pull up to application because apparently the person used my name and address on the application but not my social security. The social security on the application was one that didn't event exist. Some how even though my social was not on the application because my name and address was put down my social security came up and that was what was used for the inquiry. 

Synchrony told me they would send a letter to XXXX  letting them know to remove the inquiry from my credit report. I was told that it could take up to 60 days for the inquiry to be removed. 

Approximately 60 days later I called XXXX  to figure out why the inquiry has not been removed from my credit report. XXXX told me that they have not received any notification from Synchrony Bank directing them to remove the inquiry from my credit report. I then called Synchrony Bank ( the same day ) and informed them that XXXX  has not received anything from them. They assured me that they have sent over the necessary document and they don't know why XXXX  has not received anything. They told me they would send over the request again. About three weeks later I called XXXX again, as the inquiry was still not removed from my credit report. On that call I was once again told that they have not received any request from Synchrony Bank to have the inquiry removed from my credit report. I was even told on that call by a " supervisor '' that it wasn't a big deal and I should just leave it alone since it didn't impact my score by much. I was appalled and informed the " supervisor '' that it didn't matter if the inquiry didn't affect my score at all, the inquiry was placed there through fraudulent means. 

I then called synchrony bank and let them know that XXXX said they still have not received any request from them. Synchrony Bank said they have indeed sent over a request and that they would do it again ( third time now ). I asked if there was any documentation I could receive at all that could be sent over to XXXX  and have them remove the inquiry. I was told I could be sent a " deletion letter '' in the mail. 

I received the " deletion letter '' in the mail and it was not a deletion letter. It was a letter informing me that I had been declined the credit card ( go figure ) and the letter was dated XX/XX/XXXX. Today XXXX XX/XX/XXXX XXXX, I placed another call to synchrony bank regarding the " deletion letter ''. I then was told that I actually could not receive a deletion letter because their system would only generate one and that would be directly sent to the credit bureau. The supervisor told me that she would escalate the issue and see if there was anyway I could receive the deletion letter in the mail. I was also told that they would go ahead and place another request with XXXX to have the inquiry removed ( four times now ). I then called XXXX  and was directed to fill out this form to help expedite the removal of the inquiry from my account.

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