Consumer complaint received 2020-08-24
Company: SYNCHRONY FINANCIAL
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
On XX/XX/XXXX I received a credit alert that an application for Synchrony/paypal/XXXX XXXX XXXX  had been submitted in my name using an outdated address. I immediately contacted XXXX to figure out how to go about disputing this as this application was fraudulently filed. I then contacted PayPal credit at ( XXXX ) XXXX at XXXX XXXX EST where a representative named XXXX verified an application had been submitted and transferred me to the fraud department. I spoke with a representative by the name of XXXX who put a freeze on my Paypal credit file and advised me to contact Paypal.com directly at XXXX XXXX XXXX XXXX to remove the inquiry. I received a confirmation number of XXXX. 

On XX/XX/XXXX I contacted PayPal and spoke with a representative named XXXX who advised they were unable to see the inquiry but conferenced in Paypal Credit rep XXXX who ultimately transferred me to the fraud dept at Synchrony. I spoke with XXXX who stated he'd tagged the application as fraud and I would not be liable for any purchases made. He put a fraud alert on my account and stated I would be mailed documentation and a request to delete the inquiry was made to the credit bureau ( s ). I was given a confirmation number of XXXX. To date, I have not received any documentation acknowledging an investigation or my report of fraud, and it has now been over 60 days. 

I followed up with Synchrony bank 's fraud department on XX/XX/XXXX at XXXX XXXX and spoke with a representative named XXXX. XXXX stated the removal was requested but since it hadn't been completed, she submitted another request with the bureau ( after verifying my information ). When asked about the paperwork I was to receive she stated the previous rep did NOT update my address so that is why I have not received any documentation. XXXX proceeded to state she could not re-mail any documentation and finally after I kept insisting placed me on hold, resumed the call, and stated she'd have the documentation sent out. I was advised that I would have to wait 30-60 days for the inquiry to be removed. I followed up with XXXX  on XX/XX/XXXX and was told they have not received any requests to remove the inquiry as those requests are processed immediately, but I was instructed to request a letter from Synchrony/Paypal to submit to XXXX via mail. To date, I have not received any documentation from Paypal/Synchrony in reference to my situation. 

I followed up with your Synchrony on XX/XX/XXXX at XXXX XXXX and spoke with XXXX who transferred me to XXXX  ( an Account Manager in the fraud department ). XXXX stated he is updating my request and will request to expedite my paperwork/request. 

Since I had not had any luck, I followed up with an email to XXXX XXXX ( President of Synchrony ) I received a message back on XX/XX/XXXX stating they did not have contact information for me to follow up. I called XXXX XXXX ( who responded to my email ) at XXXX XXXX XXXX XXXX ext XXXX on XX/XX/XXXX but could not reach her. I left a voicemail and followed up via email as well. On XX/XX/XXXX I received a response stating that a request was submitted to remove the inquiry on XX/XX/XXXX and to allow up to 60 days for it to be removed. I responded to XXXX XXXX   email that same day but have not heard anything since. It should be  noted that the letter they attached in the email dated XX/XX/XXXX has an old address that was I assured was updated and removed. This is the same address someone used to apply for credit. I have not lived at that address since XXXX. 

To date, the inquiry is still present on my credit report and I fear it will not be removed as I started this process on XX/XX/XXXX and it is almost 5 months later.

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