Consumer complaint received 2018-09-22
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Incorrect information on your report
Sub-issue: Personal information incorrect

Complaint:
Applied for CareCredit Card ( XXXX  XXXX ) on XX/XX/2018 never received my card or statement to pay bill. I received phone call and voicemail from Care Credit  on XX/XX/2018 were I spoke to a representative and she wanted to verify activity on my account. Shockingly she rattled off a XXXX XXXX Nevada address I instantly corrected her with my new correct address and then asked her where this XXXX XXXX address can from? She mentioned that there must had been an error when completing my application in my doctors office. I explained to her that it wasn't possible because I verified my address on the screen. The customer service representative asked me to verify once again my address and said I would be receiving my card within a couple weeks that that she would cancel the old card that was sent to the WRONG address and that meant my account number would be changed. In XXXX I called the Care Credit company asking them what was going on because I hadn't received a statement by mail. I had also mentioned to them that I had NOT received my card they said that they had sent it out my card and verified it hadn't been sent back to the company. I asked her to verify my address and to my surprise once again said a XXXX XXXX Nevada address. I said once again asked them to change my address to my CORRECT address.They wanted me to make a payment over the phone and stated that I had a late fee. I ask them to waive late fee due to not receiving my card or statement. I asked them if they would give me my account number so that I would be able to pay online they said that they were unable to give me that information over the phone. The representative reassured me that I would receive my statement and card in the mail within seven business days. in XXXX I received a ONLY a statement and no card. I setup my account online and stated making my payments. On XX/XX/2018 I open and was approved for a JCPenny 's credit card. In XXXX I called the company in regards to NOT receiving a statement and card. The representative wanted to verify my address and once again the representative rattled off a XXXX XXXX Address I mention to her that it was very odd because my Care Credit card had the same mistake happen. To my surprise the representative said that they are XXXX  XXXX and they partnered with JCPenny 's as well as Care Credit. She corrected my address for my JCPenny 's account and looked into my Care Credit account and mentioned that, that account still was under the XXXX XXXX I explained to her that I had already made an online account but I hadn't received my card yet after five months of waiting. The representative mentioned that my account was flagged for Fraud Behavior she transferred the call to the fraud department. I corrected my address for the 5th time with this company and asked them to please note on my account that my address is not to be changed. I also asked to make sure this would happen again and to waive any late fees because once again my account numbers for both card were to be changed. In late XXXX I hadn't received anything int he mail and I called and asked to be sent to a manger and they directed me to the fraud department I spoke to a representative and same thing happened the address was THE WRONG ADDRESS!!!! she said that she would express mail my cards to my correct address. I called the CFPB right after I got off the phone and spoke to a gentleman and he stated that if I didn't receive my cards in the mail that I should go online and make a complaint. I received my cards early this month XXXX and I knew that my payments are due for both cards on the XXXX of XXXX which is today that I am writing this complaint. I went online to setup my new accounts to pay my bills and on both accounts ONCE AGAIN my address is the XXXX XXXX address I am unable to change it to my correct address on the JCPenny 's account and I am wary to make a payment if my personal information is incorrect!

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 monetary relief