Consumer complaint received 2018-12-18
Company: SYNCHRONY FINANCIAL
State: HI
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I opened a TJX Rewards Platinum MasterCard Account Number Ending in XXXX in XX/XX/XXXX with a purchasing amount of {$53.00}. 

I never received monthly statements from the Synchrony Bank. ( Synchrony explained the reason why they sent to a wrong address in detail. I attached their letter ) This bank marked 120 days late payment and charged off the account and sold it to XXXX XXXX XXXX. 

XXXX could find my correct address immediately and started to send letters to collect money. I found out the status of this account only after I received the letters from XXXX. Meanwhile, I never received any messages from this bank before they charged off this account. 

I started the long, painful way to contact Synchrony Bank to correct the mistake they made. they were very nonresponsive, irresponsible and provided multiple wrong information/direction alone the way. Finally, I got a letter from their Senior Specialist, XXXX XXXX on XX/XX/XXXX after I filed a complaint through CFPB. In the letter, she admitted the mistake they made and promised to try to buy the account back from XXXX and send a request to major credit bureaus to delete any derogatory information reported to this account. However, I never received any update from her that if she did successfully buy my account back from XXXX or any payment statement to let me know the amount I should pay. 

I called her back in XX/XX/XXXX at the number she provided to me to follow up after my loan officer notified me that my credit score was only XXXX due to the charge off and late fee which seriously affected the mortgage rate I would pay, resulting a few thousand dollars more each year. 

I called XXXX XXXX 12 times and left detailed messages each time to beg her to fix the problem since XX/XX/XXXX. she never answered the phone or returned my calls. I paid off the balance of {$53.00} on XX/XX/XXXX although I never received any update from XXXX XXXX. I do not owe Synchrony Bank any money now. 

I was so desperate. I called their customer service again and they provided a P.O box and advised me to write a letter that it was the only way to contact Synchrony Bank regarding my problem. They gave a P. O. box number. I questioned the representative that they gave me the same P.O box number a few months ago previously and it turned out that it was a Gap Card center P.O. box. I did receive a letter from them to state that my Gap Card was in good standing although I made clearly that the letter I wrote was for the TJX card issue. The representative said Gap and TJX share the same P.O. BOX. 

I wrote it to the P.O. BOX again. Unfortunately, I received Gap Card response AGAIN even if I made it very clearly that it was for TJX card in details in the letter as if I have dealt with Robot instead of any live person at this bank. 

Then, as if a retaliate, my credit score was dropped 6 points with unknown reason after Gap Card reported to major credit bureaus.

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