Consumer complaint received 2020-12-06
Company: SYNCHRONY FINANCIAL
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I had an HSN account through Synchrony Bank. 

I signed up for online access and to receive email alerts regarding payments, purchases and notification if a payment wasn't received by the due date. I signed up for auto payments to be deducted monthly from my checking account for this HSN account. 

I received a letter from Synchrony Bank dated XX/XX/XXXX that advised that a flex payment of {$7.00} was credited to my account on XX/XX/XXXX and was returned for one of the following reasons : " invalid bank information, unable to locate the bank account provided, the bank account status or available funds of your bank account. '' I received another letter from Synchrony dated XX/XX/XXXX that advised that " Synchrony Bank has decided to close my HSN account based on the number of dishonored payments on this account. '' I'm not aware of any other dishonored payments except this issue. 

I received a letter dated XX/XX/XXXX from the HSN Collections Department advising that a total of 2 flex pays were due in the amount of {$14.00}. I immediately contacted HSN and paid the {$14.00} on XX/XX/XXXX @ XXXX XXXX. I asked the representative that took my payment if this would be a negative report of a late payment and she informed me that it would not. Again I was signed up online for all the alerts for issues with the account and autopayment that would deduct my payment monthly. I never received any of these alerts and just assumed that the statement balance on my account would be paid monthly automatically. My statement balance was then {$28.00} and my statement noted that this amount would be auto deducted from my checking account on XX/XX/XXXX. I was worried and not sure why things hadn't worked like they should have by automatically paying my account each month so I went ahead and payed the remaining balance of {$28.00} on XX/XX/XXXX. 

In XX/XX/XXXX I applied for a new account for XXXX XXXX also serviced by Synchrony Bank on an instore kiosk. I was declined for the request for credit. I received a letter from Synchrony dated XX/XX/XXXX saying the reason for denial was " Unsatisfactory payment history with Synchrony Bank. '' I mailed a letter to Synchrony Bank explaining the above to them on XX/XX/XXXX. I received a form letter from Synchrony Bank on XX/XX/XXXX that stated : " Thank you for contacting us regarding your HSN Card account. We value your business and appreciate the opportunity to be of service to you. '' " As of XX/XX/XXXX, our records indicate that your account was closed to purchases by SYNCHRONY BANK. '' " Possible reasons for this decision may include, but are not limited to, a lack of recent activity, account upgrade, delinquencies, or the use of a XXXX XXXX XXXX XXXX. '' " Your current balance as of the date of this letter is {$0.00}. As long as there is a balance on your account, you will continue to receive monthly requesting payments. '' " If you have any questions or if we may be of further assistance, please contact us at the toll free number below. '' Sincerely, Customer Service Department XXXX They totally just sent a form letter that doesn't address anything in my letter that I've just explained to you in this complaint. 

I do have copies of letters from Synchrony and what I sent them along with a monthly statement showing this activity. 

Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Phone : ( XXXX ) XXXX Email : XXXX XXXX

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