Consumer complaint received 2018-09-20
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I recieved a letter in the mail today in regards to my XXXX XXXX credit card account stating that my account was closed due to missing two payments. I called immediately spoke to a customer service agent and advised that I have not recieved any notification of thw account being late ... assuming it would come in the mail. I was then advised that an email address was changed online to an email that is NOT my email address. Then she prceeded to go on to advise me the account owner that i agreed to the terms recieving all communications at the time of email enrollment ... .which by the way i was never notified of any change to my contact information. The CSR advised that all communication regarding the now two missed payments were sent to the email address on file. I preceded to validate my email address by asking me what my email address is which by the way i have had long before i had the account and i have had this account in good standing for over 10 years. I told her what it was and she tell her that it did not match what was on file. I was advised that XXXX email address was invalid and not authorized by me the account owner. She stated there was nothing she could do and that the late payments and credit reporting are valid. Remember that i only recieved correspondence through the US Mail as a result of the account closure and nothing in regards to the change in contact information or that i was late because it all went to this fraudulently set up email address. I was then told nothing could be done. I preceded to escalate to the next two level of management. Both of those two managers also said the same thing. They didnt say anything or could do anything because of the fraidulent email address provided authorized all communications to be sent electronically and that i should have know to call them when it was noticed the.email was incorrect. I advised them that i am notifying them on the same call that i was notified about the invailed email and only time I have called about this issue and advised everyone that i spoke with stating that there is nothing they can do regarding the now almost 60 day past due account or reopen it. The last manager I spoke with did waive the two late fees and were credited to the account as a result of my frustration and as a one time courtesy ... nothing stated as a reason for the credit in regards to the incorrect email address on my account. He also removed the invalid email and stopped all future electronic communications. I asked if.there was a CEO or presidents email or address to write a letter and was advised that i.needed to.send a letter to the general correspondence address to address my concerns and to file a dispute with the credit reporting agencies that i dispute the delinquency reporting and have.them update the account. All because i was never notified that all my account information was sent to an email address that I did not add to my account.

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