Consumer complaint received 2018-10-02
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I opened an account with XXXX XXXX Synchrony XX/XX/2018. The sales consultant took my information over the phone. I believed I was giving information for preapproval. I did not get terms of the credit card. I gave the correct address and phone number. 

XXXX  XXXX installed the roof in XX/XX/2018 at our correct address and called my number to arrange the install. 

On XX/XX/2018, I received notice from my credit monitoring service that my credit score dropped XXXX points due to delinquent status of my Synchrony XXXX XXXX account. I had not received a bill from XXXX XXXX. I received no phone calls or emails to inform me of my delinquent status. 

I called Synchrony on XX/XX/XXXX and learned that they had sent 3 bills ( XX/XX/2018 ; XX/XX/2018 ; XX/XX/2018 ) which they stated were all returned. I never received my credit card, my terms, an invoice of work completed, an account number, or any documentation. I never received approval notification. I never signed anything. I am not contesting the work or that I owe XXXX XXXX  money for work completed. I never had an opportunity to pay. 

On XX/XX/2018 I began attempts to clear up the negative impact to my credit score. Below are notes related to the calls. 

XX/XX/XXXX XXXX XXXX Called XXXX-XXXX-XXXX-XXXX  when credit monitoring service XXXX notified credit dropped XXXX points Automated service wasnt able to authenticate when entered personal information Connected to XXXX Told me there was {$410.00} minimum amount due I told her I never received a bill XXXX told me they sent out multiple bills that were returned I told her I was never contacted by phone or email She told me there was no phone number or email on account I told her that wasnt true because the contractor had that information and the work had been completed at the address and we had been contacted by phone to arrange the install. 
XXXX indicated the delinquency would be reversed by XX/XX/XXXX. 
I asked to speak to a supervisor. 

[ on hold ] Transferred to XXXX. 
Gave XXXX social security number. XXXX verified my account with Synchrony. 
XXXX me I need to send a dispute to : XXXX XXXX XXXX XXXX FL XXXX Ask to whom I should address this. 
XXXX told me XXXX XXXX XXXX XXXX **This address is for Synchrony Bank** XXXX misrepresented Synchrony Bank 's address as the address of a federal agency. XXXX also lied about her name. I later found out XXXX 's name was actually XXXX when I spoke with XXXX/XXXX, a XXXX XXXX representative. ** Asked XXXX/XXXX how many bills Synchrony sent me. XXXX/XXXX refused to answer me. 
Asked to what address Synchrony sent bills. Gave me this address : XXXX XXXX XXXX XXXX, TX XXXX I have never lived at this address, used this address, known anyone at this address, or given this address to anyone. 

Asked XXXX/XXXX what phone number they had on file. 
Gave me : XXXX-XXXX-XXXX ( the number from which I was calling ). 
Asked what email they have on file. Gave me XXXX ( not my email address ) Told me XXXX said I refused to give email address ( not true ) When I asked what information Synchrony had about me XXXX/XXXX refused to give it. XXXX/XXXX  said she could only verify information I gave her. I told her I needed to know what I was disputing when I sent the letter in. XXXX/XXXX   told me I just needed to send the letter in and there was nothing else she could do. 

XX/XX/XXXX Hung up and called XXXX store directly. Spoke to XXXX at Pro Services Desk. XXXX-XXXX-XXXX  Store # XXXX. Acting manager in flooring. Told me I probably needed to speak to XXXX but he would take information. Gave information. He called back at XXXX and said he couldnt find account. Gave phone number XXXX-XXXX-XXXX. Was not able to pull up XXXX credit card. Called back again at XXXX and told me to call XXXX credit center at XXXX-XXXX-XXXX-XXXX. Told him my concern was that interest was accruing in addition to my credit being affected negatively. He told me this should all be fixed. I told him again I never got a statement and had no opportunity to pay. 

Called XXXX-XXXX-XXXX-XXXX and spoke to XXXX. 
XXXX told me there were 3 statements sent out and 3 payments missed. Account being rehabbed. Closing dates go out on the XX/XX/XXXX or XX/XX/XXXX. 
Statements sent out XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 

XXXX assured me that no interest being accrued. 

I asked who entered the XXXX address. She wasnt able to tell me. 

I asked if I could have scanned copies of all documents. She said since account was being rehabbed she couldnt send me anything. She said the defect was on our [ XXXX ] side. 
Rehab would take 30 days. 
I told her that was unacceptable because I was in the process of taking out a car loan. I am now unable to attain a loan because my otherwise good credit score has been negatively affected through no fault of mine. 

XX/XX/XXXX Called again and talked to XXXX ( XXXX ) Asked to clarify what rehab is. He answered that the mistake is on our [ XXXX ] part and not your fault. I wanted to make sure the rehab is happening. He said it is. No days are past due. XXXX said he is sending another bill to the correct address. Transferred call to corporate care office. XXXX-XXXX-XXXX-XXXX. Told concerns to rep. Rep said would call back in 2 business days. Had to walk to a meeting and I didnt get reps name. Meeting was at XXXX so call ended approximately XXXX. Learned XXXX lied about her name ( its really XXXX ). There is also no Federal Credit Reporting Agency. That is Synchronys Address. 

Never received a call back. Called back on XX/XX/XXXX and spoke to XXXX. Incident report XXXX-XXXX-XXXX-XXXX. XXXX said the number associated with the account is XXXX-XXXX-XXXX. Told her this is not my phone number. This has never been my phone number or any phone number of anyone I know. XXXX XXXX entered inaccurate information on my credit application that I have never seen. Because of XXXX XXXX inaccurate information, my credit score has been negatively impacted and I am unable to get credit. 

XXXX said she was escalated to the next level and corrected phone number and verified all other contact information. Ended call at XXXX with assurance I would be called back and this would be handled at corporate office and would be called back in 24 hours. 

I was not called back. 

XX/XX/XXXX spoke to XXXX at XXXX XXXX Corrected email address AGAIN XXXX told me I had to handle this at the XXXX credit process not at corporate. Transferred to XXXX. Then to XXXX. Then to XXXX. Asked to speak to supervisor. 

XXXX told me my last name doesnt match. 
Gave social. Found account. Told me account was already rehabbed. Asked to speak to supervisor. Transferred. 

XXXX. 

Asked who input incorrect information. She looked for application. Said I didnt have an application. Then she said it had missing information after she found it. I requested a copy of the application. She said it will take a lot of time to happen No ID information. She said underwriting may now who submitted it. May take 1-2 billing cycles to get it to me. 
Then she hung up on me. I called back and got in touch with her. 
She then said she would have this off my credit report in 24-48 hours and I would have the terms in 30 days. 

She also said they cant find my credit card. 

As of XX/XX/XXXX I still dont have a bill, I still dont have a credit card, and this is still on my credit report. 

I called Synchrony again XX/XX/XXXX at XXXX XXXX and spoke to XXXX. Asked to speak to a manager. Corrected phone number AGAIN. Spoke to Kayalee [ unsure of spelling? ] XXXX assured there is no impact on my credit. Current credit report shows my account is in arrears and my credit score is still 136 points below what it was before Synchrony reported. XXXX stated Synchrony updated information electronically on XX/XX/XXXX and it can take 30 days to be removed. I can not complete the purchase of my vehicle and can not wait 30 days. Without the purchase of a vehicle I can not transport myself to work or my children to school. The negligent noncompliance of XXXX XXXX  and Synchrony bank to enter and report accurate information has caused me and my family serious financial harm. 

I requested a letter from Synchrony stating that my account is up to date and that I am not delinquent. Synchrony can not supply the letter for 14 days. I can not wait 14 days. 

I do not understand how XXXX XXXX and Synchrony Bank were able to make such an egregious error and are not responsible for correcting it. It has been left up to me to navigate the CRAs. Synchrony has done this before, sending a bill for my XXXX XXXX account to an address in XXXX that I never resided at. The only two negative accounts on my credit history are from Synchrony and are associated with addresses that I have never lived at and never put on a credit application. 

I never received my XXXX XXXX card. I still have not received my XXXX XXXX bill. Attached is the ONLY document I ever received from XXXX XXXX. The signature on it is not mine. It is the signature of someone who happened to be at my house who agreed to the purchase of the roof, not to the credit. You will notice no dates or financial information are on the sales contract.

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