Consumer complaint received 2023-09-06
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
On XX/XX/23 XXXX I called Care Credit, on a recorded line, to report a missing card and ask for another one. I was advised by XXXX that my account had been closed, due to non use, and I would need to reapply. 
He advised me of the XXXX options for reapplying. XXXX. In person at the doctors office or XXXX. Via the carecredit.com website I went to the website, completed the information required, went to read the terms and conditions, prior to accepting, I called my doctor to ask about the interest and what special offers were going on, because if there was going to be interest, I would just go another route. The doctors office advised it would be 6 months no interest, once I submitted the application, I would receive an email with the details of the card & I would need to give it to her to hold my appointment. I submitted the application, with doctors office on the phone, I could not proceed due to the message on the screen telling me to call XXXX and give ref # XXXX to proceed. 
I called the number provided, XXXX with the reference number and this is where I felt like I was being scammed or a breach into my privacy was happening, or maybe I am on a fraud website by mistake because this has never happened. XXXX proceeded to tell me I need to go to a website using MY mobile device and do some type of facial recognition, I was not ok with this, as I was not on my mobile device or did I want to give them access to control my device. She couldnt move forward so I asked for a supervisor, XXXX XXXX came on the line. Super rude and defensive when I asked her to provide me a copy of this requirement. She could not produce it. I asked her if she could direct me to the place in the terms & condition for applying, that state I could possibly be forced to give Synchrony Bank Access to my Mobile Device for verification. She was angry still, didnt want to keep repeating herself. There is nowhere that says Synchrony Bank needs access to my phone in order to approve my Care Credit Application. XXXX XXXX places me back in the waiting que ( didnt tell me ) XXXX answers and its the same thing. Either allow us access to your phone ( take over my phone ) or will need to fill out a XXXX page letter, that they will snail mail me, have it notarized by my bank ( I have to prove this ) and then mail it back. 
Problem # XXXX I read the terms & conditions for Applying with Care Credit, I accepted the terms as they were presented. However more terms & conditions have been added, & if I do not give Synchrony Bank access to MY mobile device, then I can not have credit. I have a credit score of close to XXXX. 
Problem # XXXX Synchrony is making access to consumers phones a condition for credit, but not telling them this up front, so consumer can opt out Problem # XXXX I was advised I could go in person to REOPEN my account. But when I went in person, they gave my doctor a different number for me to call & a different reference # to refer to. 
Problem # XXXX I am being discriminated against. My doctor can not believe this, they have never experience anything like this. 
I didnt get my XXXX because of this discrimination. 
Synchrony bank owns Lowes, and you didnt require this or did any other Synchrony Account that I currently have. 
I own a business, I opened a Synchrony account in XXXX, and they didnt even ask me for any type of id. But approved me for XXXX  of dollars. Most of my XXXX  have XXXX limits. 
I currently have several other credit cards with Synchrony Bank and have had many over the years. All having all the same info. I have lived in the same place for nearly 20 years, same Care Credit account information, same name, same everything, so it came as a surprise that I needed to call in to complete the application, especially when my credit score is XXXX. 
So this is unfair credit practice, or a serios unlawful breach into privacy. 
Since when did it become necessary for a bank to have access to our phones, to verify my identity? 
If this is only for the purpose of verifying my identity, then why couldnt you accept that all my information is consistent across all bank accounts? All appliances I purchased with XXXX card, delivered to me at my address. All the same info tied to my former Care Credit account. 
Synchrony bank could never tell me what they were wanting to verify, or why it had to come from my mobile device. Or Why me being in front of the doctor with my identification wasnt enough. 
I suffered a hit on my credit, I was not extended credit when I should have. Synchrony Bank deceived me, tricked me into applying, and then told me, unless I allow them access to my phone XXXX cant move forward. 

If Synchrony Bank made this condition known, I would have chosen not to apply, but they did not. Why is this ok? 

Care Credit or Synchrony Bank could not provide any documentation or anything period that shows they require access to my phone to proceed. If this is a condition for credit, it needs to be made know,

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