Consumer complaint received 2019-03-04
Company: SYNCHRONY FINANCIAL
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Company : Synchrony Bank ( d/b/a Care Credit ) Complaint :  Repeated refusal to provide copy of initial account agreement to prove both parties are jointly responsible/liable for the balance on the account ( as opposed to one primary, and the other - merely an authorized user ). 

On XX/XX/XXXX, I opened this Care Credit account for the support and XXXX  care of the many rescued ( abused )  companion animals that reside ( for life ) in my home. 

On XX/XX/XXXX, an adjunct card - XXXX  - was added for the sole purpose of a one-time purchase of prescription eyeglasses by XXXX XXXX XXXX, who was added as an authorized user for that expressed purpose at that time ... to the best of our collective recollection. 

Despite being paid off in a relatively short time, the account lay dormant for several years, until - at my behest - it was closed for non-use on XX/XX/XXXX. 

XXXX and I are divorced, and are amicably seeking to separate our finances : To that end, we have repeatedly asked Synchrony Bank to remove her from any and all liability for the remaining {$3700.00} balance ( out of a {$4500.00} limit ). 

They have stubbornly refused to provide proof that both of our names were added as account holders at the time the initial application that created this account was filed. 

It is our recollection and contention that she is merely an " authorized user '' who did NOT participate in the original application ( as required by law ) and should therefore NOT be liable for the remaining balance, and should indeed have her authorization revoked ( at our request ) and her name removed from the account ( and subsequently, have this account removed from her credit reports ). 

Despite numerous online and email messages being sent, the sole paper correspondence received that actually addressed this issue ( dated XXXX, XXXX ) completely ignored our request - and provided no contact information by which to reach the originator ( no phone, nor email address ), other than a post office box to which written correspondence might be directed. 

Completely useless and meant to delay actually addressing our specific request. 

Per Synchrony 's directions, XXXX had sent a letter on XX/XX/XXXX, requesting the actions specified above. 

Having received an inappropriate response - which failed to address our simple request - dated XX/XX/XXXX ( attached ) ... followed on XX/XX/XXXX, by yet another utterly irrelevant document ( also attached ) ... online correspondence from myself which had commenced on XX/XX/XXXX continued through XX/XX/XXXX ... accompanied by numerous, lengthy telephone calls amplifying our repeated requests. 

Despite clear, unambiguous, specific requests for the original account application, Synchrony Bank has refused to address that request and provide proof that both of us requested and signed the initial application that this account was approved and authorized by. 

Interestingly - and disturbingly - during these many weeks, " remarks '' were added and removed from our credit bureau reports ... remarks that we were unable to actually see, but that had decidedly negative impact on our credit scores - lowering each by several points. 

We firmly believe those remarks were retaliatory in nature, and included for the sole purpose of punishing us for our continued, dogged pursuit of the documentation requested. 

We are asking the assistance of CFPB to compel them to address this simple request and provide proof-positive of XXXX 's " account holder '' designation, as opposed to mere " authorized user '' status.

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