Consumer complaint received 2020-02-15
Company: SYNCHRONY FINANCIAL
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX C XXXX XX/XX/XXXX Consumer Financial protection Bureau XXXX XXXX XXXX XXXX Washington D.C. XXXX CC : Old Navy ( Apparel ) Inc Corporate Shared Service Center XXXX XXXX XXXX XXXX XXXX NM XXXX To XXXX XXXX XXXX and the CEOs of Old Navy Inc XXXX XXXX XXXX XXXX XXXX , CA XXXX RE : Illegal credit denial, Credit Report tampering and Violating FCRA laws. 

During the XXXX shopping season my fianc and I decided to buy presents at the XXXX XXXX XXXX XXXX in XXXX. Bouncing from Name brand stores searching for the perfect gift for family members can get expensive. So, when I had seen the Old Navy store, the ability to use my credit line was the reason that I walked into the store. 

My account was paid off before months before entering the store ( especially because I have had credit problems with this company in the past, but this was the holidays and I was intending to pay off the account immediately ). 

As I searched among the piles of clothing on sale, I found the perfect gift for each one of my family members. XXXX XXXX flannel pajama pants, I envisioned the entire family wearing the PJs watching the game on XXXX XXXX. In the store, they only had one pair of the Pajama pants, so when I went to the counter I was pleasantly surprised that I could order more at the register from the online stock. 

I explained clearly that I didnt have my card with me, but I have purchased before without it. The cashier began the process of searching for the PJ pants and was very patient with ordering every size and denomination of the PJ pant. Giddy with holiday spirit, I told her to charge the total transaction on my Old Navy account.

The cashier claimed that my account did not exist ; I knew that she was delirious, it was Sunday around noon and I probably could not resolve the credit issue immediately. 
I wanted the clothing ; I gave her my Military ID to use the discount. At this point, the cashier told me to re-enter my ID and SSN on the screen to reactivate the account. I doubted the request, but what could I do? After my entree, I was told the application was denied. 
My happy glee went to angry. I paid cash for my transaction and I received the order from online in time to gift rap before the holidays. 

Receipt for the initial transaction, will prove the location, the cashier, the register used and what time this all took place in the store. The worst part of this violation is I do have an active account that was paid off before the transaction. 

The cashier intentionally ( for whatever reason ), knew that my account existed. 
I purchased nine XXXX XXXX flannel male pajama pants in two separate transactions. She knew that the online purchase would not register as a transaction within my account. 

The incident triggered a denial letter from Synchrony bank with is the creditor for Old Navy. A denial trade-line and a negative inquiry on my credit report from all three credit repositories. 

Monday, XXXX, I was able to call about my account, which was active and in good standing. 

XX/XX/XXXX, I was completely humiliated while speaking with this company. I contacted customer service to have them send me a new Old Navy card ( to verify an active account ). A customer service person told me that my account would have a 54-day late payment notification payment for XXXX  dollar. Apparently Old Navy had placed a late payment trade line for a thirty-day late account for {$1.00}.

During the conversation, I was able to order my Old Navy card and also reverse the dollar and the potential to have the account listed as a late account because of the charges.

Old Navy has repeatedly violated my FCRA rights ; I am at the beginning of my own investigation of my own statements to see the pervasive damage of my credit of the long term effects of every incident. 



Sincerely disenfranchised XXXX 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 non-monetary relief