Consumer complaint received 2018-11-06
Company: SYNCHRONY FINANCIAL
State: CA
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:
Previous Complaint Number XXXX - was closed due to Synchrony Bank responding. 

Update : On XX/XX/XXXX, I missed a call from XXXX XXXX. I returned her call within an hour and left a message. I continued to call her for the next several days, always leaving a message. I received a letter stating Synchrony bank admitted the mistake and was going to take actions to correct it. I sent the letter to my lender to order a rapid re-score. They declined the request due to the letter not meeting the requirements of the credit bureaus. They are requesting a revised letter that does not have future tense verbiage. They'd like a copy of the request sent to the credit bureaus. 

I called XXXX XXXX today and left her another message. I also went on-line and gave a report on the previous case number. I am in escrow to buy two properties and need to have this resolves asap. 

Previous Complaint : On XX/XX/XXXX, I applied for a mortgage and if this is not resolved, I will be declined due to an account misreporting on my credit report. Late last year, XX/XX/XXXX or XX/XX/XXXX, I paid off a XXXX charge card in full by contacting the creditor directly and making a payment with their representative. During this time, I had also purchased a new home and moved to a new address. I confirmed during over an hour long string of conversations with Synchrony Bank ( XXXX change card service provider ) that the creditor had received a XXXX XXXX return and that they never updated my account with the correct address to properly notify me of an amount due. I was never contacted via telephone or mail that there was a balance/charge on this account. The charge appears to be an annual service fee or some known charge based on the credit report I was able to review with my mortgage broker. My broker and I conferenced called the creditor at the number provided by the credit report : XXXX XXXX XXXX. We were then transferred and disconnected to another department XXXX. We were on the phone for over an hour, transferred to several representatives that continued to say sorry for their mistake, but could not resolve the issue. Then we were told to call the account resolution department at XXXX. This department then informed us that they no longer have access to the account and that we need to call XXXX XXXX at XXXX. The following morning, I called XXXX credit and was told it takes three days to " unlock '' the account so they can speak to me about it. Today, I called XXXX credit and they confirmed they purchased the account on XX/XX/XXXX. They gave me a balance of {$57.00}, which I have decided to pay immediately as to not further damage my credit. 
XXXX credit is not currently reporting the account as of the report pulled on XX/XX/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