Consumer complaint received 2021-03-30
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Synchrony Bank is falsely furnishing information to the credit bureaus in violation of the Fair Credit Reporting Act. I open the account on XX/XX/XXXX, made a first purchase on XX/XX/XXXX and another on XX/XX/XXXX. On XX/XX/XXXX my state of NC went into lockdown ( 15 days to slow the spread ) for the Coronavirus Pandemic. I did not receive a paper statement for XXXX or XXXX. On XX/XX/XXXX, the balance was paid in full thru my bank ( electronic payment ). I researched the payment address on XXXX, provided the account # from the card in my possession, located the amount charged from the bill given to me by my medical provider and scheduled the payment. Once paid, I was started receiving statement from Synchrony thru my bank. Since the account was paid off, I marked them as paid, unsure of why I was receiving them. On XX/XX/XXXX I contacted Synchrony Bank to ask why I was still receiving these statements that claimed I owed them money. The representative indicated that the late fees were a mistake and were then removed along with the interest charges. The representative informed me that they would resend the corrected details back to the bureaus. The bureau still showed late payments for XXXX to XX/XX/XXXX. On XX/XX/XXXX I sent a dispute to XXXX, XXXX, and XXXX  regarding the incorrect information. Synchrony Bank still reported the account as a Charge Off and late. I received a letter from Synchrony Bank dated XX/XX/XXXX which indicated they reviewed my account and it was reported correctly. On XX/XX/XXXX I called Synchrony Bank and asked for a Manager. I was sent to an individual claiming to be a Manager. He hung up on me after a brief conversation where I stated that they were violating the Fair Credit Reporting Act and informed me they couldn't help me. I called back a few hours later and recorded the call. I asked for a Manager and was sent to XXXX ( No last name given ) with an Employee # XXXX. On this recorded call, I requested that my so-called late payment be referenced due to a XXXX disaster. XXXX indicated he submitted a request and that I would receive a decision from the banks Manager Credit Services department on my request within 30 days. On XX/XX/XXXX I called Synchrony Bank again and asked the representative that answered if I could speak to Manager XXXX, employee # XXXX. The representative told me they could not transfer me to such an individual. The representative indicated the notes on my account said I asked for this employee several times on XX/XX/XXXX and hung up ( an untrue statement ). I asked 3 times for XXXX, employee # XXXX. I was then transferred to another individual claiming to be a manager. She informed me that XXXX was a call name and then put me on hold to try and find this individual. Upon her return I began recording the call. She stated that she could not find this person and said that she did not know a XXXX or who could belong to the employee # XXXX. I proceeded to state my reason for calling. The manager began reviewing my account with me. After 15 minutes the call was disconnected on the managers end and I ended the recording. Every representative I speak to XXXX. 

This is affecting negatively on my credit score and I am trying to buy my first home. This issue is setting me back and I want to get mortgage approval this spring. The way they are treating customers during this pandemic is repugnant.

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