Consumer complaint received 2021-05-31
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:
During the pandemic I was furloughed from my job XX/XX/XXXX. My income was reduced over 50 %! I work in service industry, and was not permitted to return to work because of my high risk factors due to underlying condition. 99 % of all my creditors were understanding offered assistance and payment plans. All of which I am back on track with and the accounts are all current and paid ahead of schedule. 99 % of them did not report any negative adverse derogatory statements to account/credit bureaus. Synchrony bank/Paypal Credit on the other hand did the exact opposite. 

I made several calls to the them requesting help during this unfortunate time. Prior to covid my payment record was 100 % on time with Synchrony bank and all my other creditors. When I would call to seek help from Synchrony I was repeatedly told no, once I was told let me check your payment history to see if you qualify for assistance. I was put on hold and she returned stating sorry but you don't qualify and not providing further explanation of why! I feel extremely discriminated against because I had perfect payment record prior to covid. There were times I called and I was transferred to a supervisor after requesting on, the supervisor was at home as most people were working from home. I could tell that patience was low, and focus and attention was elsewhere with whatever was going on in their background. I was told to call back another day, or to call credit consolidation. 

Everytime I call i seemed to get the same supervisor who provided the same poor service and an answer of no when I requested help. I began getting credit alerts and that my score had dropped over 100 points because of Synchrony negative reporting for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. They have changed the specific months between those four months. I have included photos showing the discrepancies. I complained to the company requesting correcting of this negative reporting they claimed to be working on but I find out they just added more late payment status to my account. These people are unfair and not empathetic. 

Despite my payment status they persist on ruining my perfect payment status despite my efforts of bring their mistakes to their attention. I am unable to speak directly to the credit department, instead I am speaking through an associate who creates a ticket and sends a message. The last supervisor I spoke with on XX/XX/XXXX who was named XXXX became defensive and stated " I don't want to argue with you '' they are working on it and asks is there anything else I can help you with. Her highly defensive tone and stating she didn't want to argue when it simply wasn't an argumentative conversation although she took my claims as such. She also did not seek to provide any help in the matter, she just wanted to end the conversation and get me off the phone which I've found to be common practice. 

Through my experiences with this company it has been evident that this is a sytemic issue, poorly trained associates whom are not trained at being compassionate, empathetic, hospitable, or to provide helpful solutions. I feel that I have been discriminated against during this time. If there was a system of being qualified based on past payment history, there is no reason why I should not have qualified because my payment history was stellar. 

The account is currently in closed status, the only offer the company gave me they asked if I wanted to close the account to halt interest and pay as little as {$10.00} a month. I agreed to doing that. They did not tell me that it would negatively affect my credit report, I was also not told that they would be stating on the credit report that THEY chose to close the account instead of the account being closed for to me choosing to close it. It was to my understanding that I was doing so temporarily by my choice until I paid down the balance. They instead NEGATIVELY reported this to the credit bureaus. 

I will attach documents of my payment history which shows the amounts paid and dates paid. You will see the flip flop in reporting dates change late payments change from month to month. After I dispute they just change things around instead of deleting the content. They don't account for payments made as shown. 

Apart from trying to resolve this directly with bank, I have also disputed directly with credit bureaus XXXX, XXXX, and XXXX  only getting generic computer generated responses that the account is valid.

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