Consumer complaint received 2018-08-20
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
On XX/XX/2018, I went to XXXX to make a purchase. I was given incorrect info. from a XXXX associate to re-apply for an additional XXXX credit card, he stated that my existing XXXX card was closed. I was a credit card account holder with XXXX and initiated a purchase in XX/XX/18, when I was told by the sales associate that my existing XXXX  card was declined due to inactivity. I then asked him to re-activate the card in order to complete the purchase and was instructed by him to re-apply for another XXXX  credit account because he said he could not re-activate the card. He said I had to apply for another one so I did right there on the spot. He called in the information and it took 30 minutes total between him being on hold with Synchrony and verifying my credit worthiness by giving him my social security, address and current contact numbers. I received the actual card in the mail within a week and called in to activate the card when I was informed by the customer rep. that my previous XXXX  card was indeed still active and not expired. I ended up with 2 XXXX Credit cards due to the ill-advised information given to me from the Store # XXXX on XX/XX/2018, terminal XXXX at XXXX, the item purchased was XXXX XXXX XXXX '' riding mower. Sales XXXX XXXX. 
I called to have the 2nd XXXX card cancelled and requested that the credit inquiry be withdrawn from my credit report as it was a hard credit check. I received a letter by mail from XXXX XXXX XXXX ( credit bureau specialist internal inquiry XXXX ) XXXX XXXX XXXX XXXX FL XXXX, stating that Synchrony will not be withdrawing the inquiry because I provided my ss # annual income and the other required information in order to complete the credit check. The problem is that I was told to re-apply by the sales associate because my existing card was declined due to inactivity, this was the only reason I applied on XX/XX/2018. Points were deducted from my credit score because of this ordeal. and the fact that XXXX ( credit Bureau Specialist # XXXX ) is unwilling to remove the points is unacceptable. I received 2 additional letters dated XX/XX/18 from XXXX XXXX and spoke with her at ( XXXX ) XXXX ext XXXX. Her position was that people frequently apply for multiple credit cards with the same company for numerous reasons, perhaps to attain a increased credit limit and she also stated that there is no policy that directs them to inquire with the consumer why he or she would open an additional credit card with an active credit existing credit card. I was flabbergasted that they would allow people to open additional credits cards when they already have an existing credit card with them. She added that the only way the system would flag an existing consumer applying for an additional card is if the applications were submitted within a few days of each other, otherwise, they allow people to open as many credit cards with them as they apply for, pending approvals of course. She further stated that they don't ask consumers why they open additional credit cards with them, they just process them. On XX/XX/18, I received another letter from Sychrony, this time a XXXX XXXX ( credit bureau specialist XXXX ), with more of the same position being stated. This letter actually referenced both the existing and new account & the acknowledgement of my existing card which was still active and could have been used instead, along with an apology for the ill-advised information given from the lowes associate. But they will not withdraw the credit inquiry from the credit bureau. I have never received any information stating that my existing XXXX account was closed but I was told that from the XXXX associate that it was declined due to inactivity ... and that I could not re-activate it, that I had to apply for a new card. I initially contacted XXXX and then Synchrony for the issue and resolution but neither attempt was successful and only resulted in an apology. My next step was a complaint filed with the XXXX for both companies Ref # case # XXXX and the result of the complaint was more apologies and a XXXX gift card for the inconvenience on behalf of XXXX. Sychrony 's position remained the same in the last 3 letters that I received from them but they did finally acknowledge that I could have used my existing card, so why didn't they explain that to me when I was providing my information for a new card ... somebody should have said, wait Ms XXXX, do you know that you still have an existing card that you can still use? Nobody from synchrony did that and I was on hold for almost 15 minutes with synchrony trying to secure another credit card when I could have just used my existing card. I take my credit very seriously and this entire process was unnecessary and could have been avoided if I was given the correct info. from XXXX  and if synchrony cared more about the consumers versus increasing their profit line.

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