Consumer complaint received 2019-05-21
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
My name shows incorrectly on their site. It shows a middle initial of a capital " XXXX ''. It is in reality a capital " XXXX   ''. They have stated they can not change it, even though it is incorrect, they won't change the display of it. 
Secondly, Synchrony refuses to remove my old phone number as a verification means to update my personal info or report my income. The site wants to send a text to an old canceled XXXX number. I changed it in XXXX, talked to supervisors in XXXX, XXXX, and XXXX about it not being changed. The number is canceled and their system refuses to remove it, I have had a new verified phone number since XXXX. The old number shows no place in my info, but when I try to verify to change my info, the system wants to send a text to the old number that no longer exists. 
An escalation was done on XX/XX/XXXX, according to the supervisor I talked to. That man said it would take 30 days to resolve. It is now 36 days and nothing is done about it. I talked to a supervisor on XX/XX/20 who wanted me to give it more time. There already were 3 calls and a 30 day escalation. No more time will be allowed to correct this. I have been stonewalled twice already with excuses. 

XXXX The company needs to correct my name as it is displayed on their site when I am logged in. Instead of displaying [ First Name ] middle initial " XXXX '' it needs to display [ First Name ] middle initial " XXXX ''. Or the middle initial needs to be removed completely from the page. I will accept no less, that is the solution, to stop displaying my name incorrectly. 

The company needs to immediately REMOVE from their system completely my old phone number that was supposedly removed on XX/XX/XXXX. It displays in none of my personal information. It is presented as a means of verifying me when making changes to my personal information ( eg, changing my email address or declaring a new annual income ) incorrectly. This needs to go away.

Sychrony refuses to update my name to be correct on the site and refuses to remove my old phone number after 5 months of asking. My name shows incorrectly on their site. It shows a middle initial of a capital " XXXX ''. It is in reality a capital " XXXX  ''. They have stated they can not change it, even though it is incorrect, they won't change the display of it. Secondly, Synchrony refuses to remove my old phone number as a verification means to update my personal info or report my income. The site wants to send a text to an old canceled XXXX number. I changed it in XXXX, talked to supervisors in XXXX, XXXX, and XXXX about it not being changed. The number is canceled and their system refuses to remove it, I have had a new verified phone number since XXXX. The old number shows no place in my info, but when I try to verify to change my info, the system wants to send a text to the old number that no longer exists. An escalation was done on XX/XX/XXXX, according to the supervisor I talked to. That man said it would take 30 days to resolve. It is now 36 days and nothing is done about it. I talked to a supervisor on XX/XX/20 who wanted me to give it more time. There already were 3 calls and a 30 day escalation. No more time will be allowed to correct this. I have been stonewalled twice already with excuses.

Your Desired Resolution : The company needs to correct my name as it is displayed on their site when I am logged in. Instead of displaying First Name middle initial " XXXX  '' it needs to display First Name middle initial " XXXX ''. Or the middle initial needs to be removed completely from the page. I will accept no less, that is the solution, to stop displaying my name incorrectly. The company needs to immediately REMOVE from their system completely my old phone number that was supposedly removed on XX/XX/XXXX. It displays in none of my personal information, yet it is presented as a means of verifying me when making changes to my personal information ( eg, changing my email address or declaring a new annual income ) incorrectly. This needs to go away.

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