Consumer complaint received 2019-07-21
Company: SYNCHRONY FINANCIAL
State: NC
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
Hello. I wanted to send an email to discuss the issues that I am having with your organization. I didnt want to go this far, however I have exhausted all other avenues to get an issue resolved with the organization that you head as CEO. I hope this letter finds you in good spirits as we do not like to hear about the bad things going on in our organizations, however these items need to be brought to your attention. 

My identity was stolen in XX/XX/XXXXwith a lost wallet and also again in XX/XX/XXXXwith the XXXX  Data Breach. I found out about a Wal-Mart store credit card that is on my credit report. The card was fraudulently opened in my name and I had no idea whom used my information other than the accounts were opened online at the retailer website and approved. This person used my SSN, DOB, Address, a fake email address and also opened several other accounts with other financial intuitions, which I may add that were all closed as fraud and identity theft and have been removed from my credit report. I am dealing with your organization Synchrony Bank ( Wal-Mart Credit Card ), and two others whom are very difficult to deal with and refuse to look at the facts like to other 11 creditors and removed them as fraud. 

On XX/XX/XXXX I mailed Synchrony Bank the FTC fraud affidavit, my police report and also documents to prove who I am and that I did not open these accounts. The Items were delivered to your organization in XXXX, GA and XXXX, FL. The accounts that were opened in my name were a Lowes Advantage Account with Lowes Stores, a  Amazon Store Credit card, and also a Walmart Store credit card. I will say that I have resolution on the Lowes Advantage Credit card and it was removed from my credit and I was found not liable for the charges. When looking at the facts Synchrony Bank released me from this Lowes store credit card, because they knew it was fraudulent just like the Wal-Mart and Amazon cards. I will be reaching out to Amazons CEO as well. 

On XX/XX/XXXX, I contact my identity theft protection and I also provided an Attorney in Fact POA to your organization, my attorney who is handling sent XX/XX/XXXX and received confirmation as well that it was signed for and then the fraud investigation began. I was told when I called on XX/XX/XXXX that all accounts would be looked into and in good faith sent the documents to prove my case to Synchrony Bank that the Wal-Mart Credit Card was opened in my name without my consent and was not aware of them. I have called several times and asked to speak to a manager of the fraud investigations department and was advised they do not take calls by contact names XXXX and a XXXX. My POA has also called which is my Attorney handling the case and asked to discuss the account and numerous times they have denied her access to the information. I have called again today XX/XX/XXXX and spoke to a XXXX and also a XXXX and my Attorney called and spoke to a female whom was not helpful other than to state that they found the information and will have the POA added to the account. When I spoke to XXXX on XX/XX/XXXX, he states he will send a escalated request to have the POA added and I demanded that after we have faxed and mailed documents 4 and 5 times that this is a little out of hand and someone is not doing their job only to find out that the paper work was just sitting on an employees desk and had not been entered into the system. If I would run the organization that I work for like that there would be some very large changes to the process to make this simpler for the consumer as well. 

On XX/XX/XXXX, I filed a Consumer Protection Bureau complaint against Synchrony Bank for violation of the Fair Debt Collection Act, the Fair Debt Billing Act and also being in violation of regulations E and Z of the Truth and Lending Act. Synchrony Bank has not been honest with my attorney or myself in regards to this fraud case for the Walmart Store Credit Card, I was never notified and was never shown any information from Synchrony, about bank about rates and any other items had these cards were opened in my name as it is by law that you mail this information and these cards would have been caught sooner than now. Synchrony Bank has failed to provided me with any resolution and the Consumer Financial Protection Bureau will be seeking and watching for the response to me, which I have received on XX/XX/XXXX and this is why I am emailing you now Mr. XXXX. I have also filed a complaint with the Office of Comptroller of Currency against Synchrony Bank. 

On XX/XX/XXXX a XXXX from Synchrony Bank corporate office called me and advised she is in receipt of my complaints and will respond in 10 business days. XXXX called from XXXX with a call back number of XXXX extension XXXX and I have yet to her from her. When I also spoke to XXXX he told me of the correct PO BOX in Ohio and the Fax # of XXXX, and we faxed the documents again and the case still remains open without any resolution so we sent again in good faith to your organization the documents by fax on XX/XX/XXXX and also by certified mail to the XXXX XXXX  XXXX Mail Code XXXX XXXX, OH XXXX, which will be delivered this week. 

Mr. XXXX, I have done my research and found that Wal-Mart sued Synchrony Bank, XX/XX/XXXX for relaxing their credit standards and allowing things like this to occur. While reading this it brings to my attention that your organization saw something that triggered it to sue Synchrony Bank, whom manages your store credit cards, while your organization was trying to transfer the management of the cards to a more reputable organization like XXXX  XXXX, however you had to drop the lawsuit due to the losses your organization would have suffered from Synchrony at 11 % value and XXXX  XXXX was not willing to pay the loss in value to take over management of the credit cards your store offers to its consumers ( XXXX XXXX XXXX  ). 

Mr. XXXX, when I read that after the time I am having with this bank that services your store credit cards, it make me wonder what else are they doing and allowing things like customer fraud and identity theft being involved. I was a valued Wal-Mart customer, and there is a store right where I live and I avoid it and drive 15 minutes to a XXXX. I know it may not mean much to you, but you have lost a valued customer at your store because of the company your organization keeps. I have dealt with Synchrony Bank all the way to the CEO XXXX XXXX office and no results or amical resolution. I also will be hiring an attorney and seeking to sue Synchrony Bank for mismanagement of this account and them allowing fraud and identity theft to occur. I would hate to bring Wal-Marts brand in along with this lawsuit. This is why I am reaching out to you. To seek your assistance with this fraud of a bank that your organization lets manage its credit cards, and reach an amical resolution to benefit us all. 

My concern is if your organization allows Synchrony Bank to treat your loyal customers, whom show that they are victims of identity theft and also that person in good faith provides documentation that the accounts are fraud and they never opened them, nor made payments what is the issue? Does your organization continue to allow a company that violates laws set forth by the Congress of the United States of America and the Governmental agencies that monitor banks like Synchrony Bank?

On a personal note does Wal-Mart not have any empathy for someone like myself who has to deal with this? This has placed a tremendous amount of stress on me and thats why I have hired the attorney and my identity theft protection to take care of these matters, when I have to call 10 times to ask if a POA is on an account or why are you still holding me responsible for something that I did not do this is just unfair banking practices that Synchrony Bank participates in harming Wal-Marts brand and putting your organization in harms way of litigation. 

Also to receive additional statements for balances owed and this is something that I did not apply for or acknowledge is a violation of the Fair Debt Collection Act, and I expect Synchrony and Wal-Mart to cease and desist. I want this removed and closed and letter sent. 

The organization claims in pervious complaints that they opened the claims twice but each time came back with a different answer to try and hold me responsible for an account that was opened in my name fraudulently. If they would look at the facts and all the documents sent then they would realize that this account is fraud and they need to close it. Instead they keep on hanging onto open for a year and payments and then change it to benefited from goods and services. This makes no sense and, the organization Synchrony Bank has no clue to what they are doing.

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