Consumer complaint received 2017-08-30
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I could not find an option that matches my complaint but selected this option. I have a account with XXXX Synchrony Bank XXXX XXXX excellent payment history.They outsource their Customer Service/Billing Dept. to XXXX or Phillipines and half the time a customer can not understand what they are saying or they provide answer to question you did n't ask. It frustrates the customer that causes to agree to anything just to get help. A few months ago I was diagnosed with XXXX XXXX and called XXXX Bank to XXXX XXXX and to get assistance with my account that would not affect my credit. They refused to assist with my account therefore I did n't have a choice but to allow the account to become past due. Although on the first call you tell them the financial hardship, they called me XXXX XXXX times a day asking for payment and telling the customer to borrow the money to pay them. I got so frustrated and stressed that I stop answering the phone. To harass the customer into borrowing money to make the payment, they started placing the same derogatory item on the customer 's credit report twice a month. Due to my identity had been compromised, I have a credit monitoring service. In the past 2 months, XXXX XXXX XXXX the same information on my credit report XXXX - 3 times in the month. I started questioning if that was legal. XXXX are the dates of everytime XXXX 's reported the same information as follows : XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and continues the harassing calls. on XXXX/XXXX/XXXX, I spoke with XXXX 's Synchrony Bank XXXX XXXX XXXX XXXX XXXX to get assistance with a payment arrangement for XXXX minutes where he told I can not help with your credit report, can you make the minimum payment and I was so frustrated until I told I would call customer service. Below is the complete chat log : XXXX AM : XXXX XXXX XXXX : Initial Question/Comment : Up until 4 months ago, I had an excellent pay history with XXXX. XXXX has been very hard financial year. Now, XXXX XXXX Disaster with a flooded home. I have n't been able to assess the damage because of more flooding. I need your assistance with the account without accruing additional late fees and negative mark on my credit report. 

XXXX AM : System : Welcome to XXXX 's Credit Services Live Chat. Your chat XXXX be monitored and recorded for quality purposes. A chat agent will be with you momentarily. 

XXXX XXXX : System : XXXX has joined this session! 

XXXX XXXX : XXXX : Connected with XXXX. Your XXXX XXXX for this chat is XXXX. 

XXXX XXXX : XXXX : Hello XXXX. Thank you for contacting us today and I apologize for the inconvenience. 

XXXX XXXX : XXXX : I hope you and your loved ones are all okay. 

XXXX XXXX : XXXX : XXXX I take XXXX minutes to review the account? 

XXXX XXXX : XXXX XXXX XXXX : Yep, everyone is ok. Thanks for asking. Would it be possible to skip and/or bring the account current to reestablish my good standing with XXXX 's? 

XXXX XXXX : XXXX : Thank you. The account requires additional verification and for us to proceed, XXXX I ask for your mother 's maiden name and the last transaction on this card? 

XXXX XXXX : XXXX XXXX XXXX : sure ... Maiden name XXXX ... last payment XXXX XXXX AM : XXXX : XXXX I also have the last XXXX ( XXXX ) digits of your social security number and date of birth for verification? 

XXXX AM : XXXX XXXX XXXX : XXXX # XXXX DOB : XXXX/XXXX/XXXX XXXX AM : XXXX : Thank you. I am checking the account now. 

XXXX XXXX : XXXX XXXX XXXX : I realize my account is past due ... XXXX has been nothing but issue financially and health XXXX AM : XXXX : Thank you for your patience. Since you are a valued customer, the {$38.00} late fee and {$6.00} interest have been waived. Adjustments will reflect within XXXX hours and on your next billing statement as well. The new estimated total balance will be {$260.00}. 

XXXX XXXX : XXXX : In addition to our e-service payment, you XXXX also want to try out our other free payment options like making your payment in the store or through our automated system over the phone without a fee at XXXX. 

XXXX XXXX : XXXX : For payment assistance and payment arrangement options, I will need to transfer you to XXXX of your chat account specialists. 

XXXX XXXX : XXXX : Is this okay with you? 

XXXX AM : XXXX XXXX XXXX : sure XXXX AM : XXXX : Thank you. 

XXXX AM : XXXX : Were there any other concerns that I can help you with before I transfer the chat? 

XXXX AM : XXXX XXXX XXXX : No, you 've been Great XXXX AM : XXXX : Your satisfaction is a great compliment for us. The chat will be transferred now. 

XXXX XXXX : System : You are being transferred to another queue. Please stand by ... 

XXXX XXXX : System : XXXX has left this session! 

XXXX XXXX : System : XXXX XXXX has joined this session! 

XXXX XXXX : XXXX : Connected with XXXX XXXX. Your XXXX XXXX for this chat is XXXX. 

XXXX AM : XXXX XXXX : Hello XXXX, thank you for contacting Synchrony Bank regarding your XXXX 's Card. 

XXXX XXXX : XXXX XXXX : This is an attempt to collect a debt ; any information obtained will be used for that purpose. 

XXXX AM : XXXX XXXX : While I check the information for you, XXXX I know, has there been any changes in your mailing address, email ID or your telephone numbers in the past 30 days? 

XXXX XXXX : XXXX XXXX : Please do not worry, I will be happy to help resolve your query. 

XXXX AM : XXXX XXXX XXXX : no XXXX AM : XXXX XXXX XXXX : I hope so XXXX AM : XXXX XXXX : I Appreciate you confirming the contact details. 

XXXX XXXX : XXXX XXXX : I am sorry the delayed response due to the technical issue. 

XXXX AM : XXXX XXXX XXXX : no problem XXXX AM : XXXX XXXX : XXXX, I can understand that thing 's are little difficult for you and hope thing get better for you soon however as I can see that you spoke to the customer service and they have processed XXXX late fee for you. 

XXXX AM : XXXX XXXX XXXX : I 'm concern about my payment on XXXX/XXXX/XXXX and my credit report XXXX AM : XXXX XXXX : XXXX, I wish I could help you with this however as I am from the collection 's team of Synchrony Bank I have the limited access to the account Thus I would request you to please contact the credit bureau to check the details. 

XXXX AM : XXXX XXXX : XXXX I know XXXX AM : XXXX XXXX XXXX : credit bureau? 

XXXX AM : XXXX XXXX XXXX : you report to credit bureau monthly when my account is past due XXXX AM : XXXX XXXX : In regards to the credit report I will not be able to help you and XXXX I know if you need assistance with the plan in making the payment XXXX AM : XXXX XXXX XXXX : I can see XXXX past due payments on my credit report. 

XXXX XXXX : XXXX XXXX XXXX : I am asking about my XXXX/XXXX/XXXX payment. Can it be skipped and account brought current to reestabliosh my good standing with the account XXXX XXXX : XXXX XXXX XXXX : XXXX the late payment be reported to the credit bureau? 

XXXX AM : XXXX XXXX XXXX : I 'm not asking for assistance with the credit report itself ... just you will not report a late payment past XXXX/XXXX/XXXX which you have control for reporting XXXX AM : XXXX XXXX : As a bank we need to report to the bureau every month and If you make a payment post the due date or if you do not make the payment for the amount due you will incur a late fee which is charged by the system. 

XXXX AM : XXXX XXXX : XXXX I know the amount which you are willing to pay today as I see that the amount due is {$160.00} which include the amount delinquent : {$120.00} and minimum due : {$48.00} and the due date : XXXX/XXXX/XXXX Would it be possible you to pay the amount due to avoid the late fee. 

XXXX XXXX : XXXX XXXX XXXX : maybe I 'm asking the right question. Is it possible to skip the XXXX payment and account brought current? That would eliminate the past due credit reporting XXXX XXXX : XXXX XXXX : XXXX, that option is not there to skip the payment. 

XXXX XXXX : XXXX XXXX XXXX : Ok, so basically you can not assist me? 

XXXX AM : XXXX XXXX XXXX : I am aware the account is past due. I 'm asking if the past due can be added to the end of the account to bring it current XXXX AM : XXXX XXXX : XXXX, I wish I could help you with skipping the payment however that option is not available as I am from the collection 's team of Synchrony Bank I have the limited access to the account. 

XXXX XXXX : XXXX XXXX : XXXX I know the amount which you are willing to pay today? 

XXXX XXXX : XXXX XXXX XXXX : why did they transfer me to you? I was told you could help with that. 

XXXX AM : XXXX XXXX XXXX : I do n't understand ... XXXXThis is so confusing XXXX AM : XXXX XXXX XXXX XXXX I know if you need some payment assistance or payment arrangement options. 

XXXX AM : XXXX XXXX XXXX : XXXX 's why I was transferred to you. So if there is n't any options it ok. I 'll end the chat. XXXX is only Synchrony Bank company that could not assist. 

XXXX AM : XXXX XXXX XXXX : We can end the chat now XXXX AM : XXXX XXXX : XXXX I ask you few question in order to check if the account XXXX qualify for XXXX of the our payment plans. 

XXXX XXXX : XXXX XXXX XXXX : we can end chat now. All I need was to see if my account was eligible for a payment plan. I 'm really frustrated so I 'll call collections instead I had an excellent pay history with XXXX 's and all I need was assistance to make sure my account would remain in good standing. Synchrony Bank does n't care what type of situation their loyal customer are having " THEY DO NOT CARE ''. 
I requested assistance that my other creditors arranged for me.

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