Consumer complaint received 2022-08-29
Company: SYNCHRONY FINANCIAL
State: IL
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:
In XX/XX/XXXX, Synchrony Bank transferred their XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. As a result, the balance was transferred to XXXX. Effective XX/XX/XXXX, all monthly payments were submitted to XXXX. When I went to Synchrony Banks website and clicked XXXX XXXX, it states that they were transferred to XXXX, effective XX/XX/XXXX. 

I'm in the process of purchasing a vehicle and when I reviewed my credit report from XXXX ( paid credit monitoring service ), I noticed that BOTH Synchrony Bank and XXXX shows the account as open, active and has a balance. It appears the accounts were duplicated instead of being transferred. I checked XXXX and XXXX and they are reflected correctly. XXXX refuses to correct my Credit Report. 

On XX/XX/XXXX, I submitted a Dispute with XXXX. When I didn't hear back from them, I reviewed the dispute status report ( created on XX/XX/XXXX ) and it said the Creditor XXXX Synchrony Bank located at XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX XXXX confirmed the account was active, open and had a balance. The exact wording in the report is : INVESTIGATION RESULTS- VERIFIED AS ACCURATE AND UPDATED. This is incorrect because the balance was transferred to XXXX. 

On XX/XX/XXXX, I called XXXX to determine what documentation was submitted by Synchrony Bank to confirm the account was active, open and had a balance. They could not provide the information although I spoke with a customer service representative and a supervisor. They explained that they submitted the dispute details to Synchrony Bank electronically and that Synchrony Bank did not include any supporting documentation, but confirmed the information was correct. I explained that I had called Synchrony Bank for the last 30 days and not a single customer service representative could pull up my account details because the account was transferred to XXXX. I asked if they could provide, Synchrony Bank contact info, specifically a phone number or a name, and they declined. 

Thus far, I've called Synchrony Bank at XXXX ( instantly transferred to XXXX ), XXXX ( no help ), XXXX XXXX XXXX ( no help ), XXXX XXXX XXXX ( no help ) and XXXX ( no help ). 

I called XXXX ( XXXX XXXX XXXX ) again and explained the situation and they said they couldn't help me anymore and I would need to reach out to Synchrony Bank who doesn't have me in the system. As a result, today ( XX/XX/XXXX ) I canceled my XXXX XXXX XXXX subscription because clearly they aren't monitoring anything. I've been paying {$14.00} for years for nothing. 

The double accounting error isn't reflected on XXXX or XXXX credit reports, I don't know how to fix the error. XXXX keeps sending me to the Creditor ( Synchrony Bank ), who provided them no documentation and Synchrony Bank can't find me in their system. I'm in limbo and going in circles. 

I submitted another dispute today to XXXX for the same issue.

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 explanation