Consumer complaint received 2023-09-25
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Filed first dispute with XXXX on XX/XX/XXXX because Synchrony Bank reported that I was 60 days or more late on a payment ( < {$10.00} ). This was incorrect - Synchrony made an error charging me fees on a closed and fully paid account- I contacted them, they removed the incorrect charges and assured they would report to credit bureaus I had no delinquent payments. I filed a dispute with XXXX and they closed the investigation XXXX stating the original ( delinquent payment ) information submitted by XXXX was correct. I reached back out to XXXX  using chat to get documentation stating that I should have NO LATE PAYMENTS reported - I screen-shotted this for documentation and filed a second dispute with XXXX XXXX and provided the screen shots, account information showing XXXX  removed the charges ( my report showed that I had paid the $ - I did not ), and details of first conversation with XXXX  with the agents name and location, and the date we spoke. Got results from the XXXX  dispute XX/XX/XXXX which shows " We investigated the information you disputed and updated : Date Updated; Original Charge-Off ; Remarks ; Maximum Delinquency ; Rating ; Historical Trended Data. Here is how this item appears on your credit report following our investigation. '' No further details or explanations, and this jumbled jargon makes absolutely no sense to me. Nothing was changed on my report. I used the XXXX chat function on XX/XX/XXXX and spent nearly XXXX minutes seeking help to then be told the dispute results were confidential and they could not help me, and to file a new dispute. I called the XXXX number on XX/XX/XXXX and spent several minutes speaking, asking for someone who could explain the investigation results to me, and an agent told she could not help with that and to file a new dispute. Requested a supervisor. She said she could not help, I need to call the dispute department and gave me the same number to call that I had just called. Called again - waited for nearly XXXX minutes with no one taking the call. I had to get back to work. 

I filed disputes with XXXX and XXXX as well, and they also closed the investigations stating the info was confirmed as correct. I asked XXXX several times to provide me with documentation that shows what information was updated/corrected and sent to each credit bureau XXXX but they refused to provide vial email or snail mail. XXXX tells me to contact the credit bureaus. It is a viscous circle with no way to track information exchanged or get documentation to resolve. 

My credit score has been near XXXX for decades. This error, of less than {$10.00}, has caused my credit score to plummet to the mid XXXX. XXXX needs to be held accountable for their failure to properly investigate, to provide adequate information to me upon request, and having no means of communicating with the company after filing the dispute.

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