Consumer complaint received 2020-08-12
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
On XX/XX/2020, approximately XXXX CST, I submitted my application via the Sam 's Club website for a Synchrony Bank consumer credit card. I was provided a notice that I would receive a letter. Understanding I have a fraud alert on my credit I presumed I would receive a call shortly following my contact verifying that I was the person who applied for the Sam 's Club Credit Card. 

At the same time I received notification that I would receive a letter regarding the decision on my card, my wife said she would apply and did so. When my wife applied she was approved for a {$2000.00} limit, but when she opened the credit card agreement she was met with a credit score number more than 200 points less than her actual credit score per XXXX XXXX and logging into her XXXX XXXX account ( XXXX XXXX was the reported score ). When logging into XXXX XXXX she was met by the very number that was also on her XXXX XXXX account. 

Feeling something was off I contacted Synchrony bank at XXXX XXXX XXXX XXXX and was speaking with an individual who was cutting out and had dogs barking in the background. While people are working from home I explained it was difficult to hear her and could she please forward my call to another representative who may be in a more appropriate location or in an office. The representative agreed to transfer me and the call abruptly ended. 

Annoyed, I called up my XXXX XXXX account and it too was 100 % consistent with the XXXX XXXX Reporting score ( more than 700 ). I called and spoke with a representative who advised there are multiple different scores available but the scores would never be 200 points different as was my wife 's experience.

Approximately XXXX XXXX CST I contacted Synchrony Bank for Sam 's Club Consumer Card and advised them I believed there was a problem. Sam 's Club/Synchrony Bank call center reports ALL calls are recorded so this would be great evidence. I explained to the lady there was obviously a problem and I would like to see if it could be resolved as I have had several Synchrony Bank accounts ( as they are one of the largest banks in the US ) as well as maintained a Membership with Sam 's Club for more than a decade. 

The operator listened to me ( occasionally it sounded as if she was stifling a laugh but I gave her the benefit of the doubt she may have congestion or some other ailment. The operator said " I'm sorry, there is nothing I can do. '' I said is there a manager or director who could assist me? She replied, " yes, I can transfer you to my supervisor '' and immediately the call was disconnected yet again. 

I'm attaching a screenshot of my XXXX XXXX score with a date/time stamp included. This was consistent with the reporting of my actual TransUnion account as well. I verified the spelling of my name and last 4 of my social with the operator who I was hopeful would assist me. I paid off a Synchrony Account three months into the 48 mos 0 % interest credit offer for my lawn mower. I offered to fax any verification documents to the underwriting department with Synchrony insisting there was a clear problem with the system, or at least the reporting. 

Synchrony Bank will lose my business as I will no longer pursue credit options with their institution. Synchrony Bank is reporting inconsistent credit scores from major credit reporting agencies ( none of which were actually given permission to hold any of my personal information anyway ). Synchrony Bank does not allow for a dispute resolution, or other means of resolution without seeking outside assistance. I would employ the CFPB to investigate how many other applicants were denied with incorrect reporting numbers by Synchrony Bank for the Sam 's Club Consumer Credit Card. I also want my reporting with Synchrony Bank immediately corrected and a formal apology by their CEO ( which I know will never happen because that means someone would actually have to accept responsibility for a problem ).

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