Consumer complaint received 2020-10-25
Company: SYNCHRONY FINANCIAL
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
Im a victim of identity fraud. On XX/XX/2020 someone fraudulently used my personal information and tried to attain a credit account with synchrony bank paypal. I received notifications from several different credit monitoring companies ( XXXX XXXX, XXXX XXXX  and XXXX  ) that theres a new credit inquiry on my account. I did not authorize or tried to open that account. I called synchrony bank paypal right away and notified them that I did not authorize that and that they investigate and close that account. I was told that within 30 days I will receive letter from them with the conclusion of their investigation. I called and mailed a letter to all of the credit bureaus ( XXXX, XXXX  and XXXX ) explains that hard inquiry was fraudulent but I was told that I have contact the creditor because the credit bureaus cant do anything. I waited over two months and never received anything from synchrony bank paypal. I called back on XX/XX/2020 asked what happen to the investigation as the hard inquiry still shows up on my credit report. I was told that they dont have any information and to call back in few weeks. I called back a month later and was transferred to 5 different agents but they couldnt give me a response to whats going on with the investigation. I waiting months after months and called again on XXXX then finally a fraud department agent stated that they concluded the investigation and found that indeed the hard inquiry was fraudulent and that they will send a letter to the credit bureaus and myself stating that they will request the hard inquiry to be removed and any accounts associated with that. On XX/XX/2020 I received a letter stating the investigation was resolved in my favor and they asked the credit bureaus to remove the account and anything associated with it. I waited an month to see if the hard inquiry was removed but it was still there. I called XXXX  to find out why they didnt remove the hard inquiry and I was told that they received a letter from synchrony bank paypal to remove the account because it was fraudulent but didnt say anything about removing the hard inquiry. Im just confused if the creditor stated to remove the account because it was fraudulent then that should be enough to remove the hard inquiry as well. I was told to call synchrony bank paypal and asked them to sent the credit bureau a deleted letter for the hard inquiry. I called synchrony bank paypal again and told them that XXXX  wants a deletion letter for the hard inquiry and I asked to receive a copy as well. Its about to be XXXX and that fraudulent hard inquiry is still on my credit report and XXXX  nor I received the deletion letter from synchrony bank paypal to remove the hard inquiry. Please help me remove this fraudulent hard inquiry on my credit report.

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