Consumer complaint received 2020-03-26
Company: SYNCHRONY FINANCIAL
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
I was notified that I was part of the XXXX  data breach via a letter on XX/XX/XXXX. I was also notified my information was appearing on the dark web. I signed up for credit monitoring tools. On XX/XX/XXXX I was notified by my credit reporting tools that my credit report was released to Synchrony Bank by Paypal XXXX XXXX XXXX without my consent or application. I immediately called same day and reported that as fraud. Both organizations blamed the other for approximately one month from XX/XX/XXXX as I continued to call back and attempt to get the inquiry removed from my credit report. The following month I received a letter from citibank per a request to open a checking account which I did not request or apply. I notified citibank who immediately took action and helped me file a 7 year fraud alert on my credit report with XXXX who also did same with the other to credit reporting agencies. 

HOWEVER, citi sent me a link to do same with Chexsystems since this was a request for checking account in my name. I followed exactly the steps Chexsystems recommends which included filing an FTC report, coming to this website for CFPB, and requesting a copy of my consumer disclosure report from Chexsystems on XX/XX/XXXX. The letter I received yesterday, XX/XX/XXXX, from Chexystems in response to my XX/XX/XXXX request for extended fraud alert stated that the report I filed does not clearly support identity theft or fraud relative to information in the consumer file at chexsystems for the reason that the documentation I provided is not signed by a law enforcement officer. I sent them documentation of two supposed applications in my name, the FTC report and documentation from Citibank and proof of the data breach which was also documented in my FTC report. I followed every guildeline chexsystem  listed on their website and verbal automated instructions!!! and proof that I was part of a data breach. But they don't want to give my file protection because I didn't get a signed police report even though that is not part of their own required guidelines? So I just lost another month without protection and received another letter of an application being made for a checking account with State Farm Bank in my name in the meantime! I am going to go to the police department today. But their automated system does not tell me how to provide the addtional information or a live person. 

I would like to file a complaint against chexsystems for not locking down my reports when notified and also a complaint for not providing me a copy of the report as they were required to do within five business days per request submitted successfully with reference ID for this request of XXXX which stated the report would be mailed within 5 business days. Additionally, I would like to file a complaint that I am unable to get this resolved with Chexsystems  directly as none of the numbers on their letter actually go to any live agent or persons and the recorded messages all say to take all the steps I already took. So there is no way for me to get my consumer report that I am entitled to receive or to submit additional information that their letter said was required ( even though it isn't listed as required in the automated recordings ). Lastly, I would like to file a complaint against Pay pal XXXX XXXX XXXX  for never having resolved my dispute directly. 

Finally, I would like to commend Citibank for a job well done on their part and for assisting consumers on how to get their credit secured to the best of their ability!

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