Consumer complaint received 2020-08-06
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
Back in XXXX I co-signed for an account with Synchrony bank. My co-signor disputed some of the payments and apparently stopped making payments because of those disputes but I was never notified of the status ( I don't believe these underlying disputes -- which pertained to interest being charged when there was supposed to be 0 % interest -- were ever resolved either, although that's not the point of my dispute ). When I was finally contacted by a debt collector I contacted Synchrony numerous times to try and resolve the issue. I spoke with numerous customer service agents and never could get a straight answer ; all of the people I spoke with gave me different and wrong information about what was allegedly owed. Some of the agents indicated that my co-signor did have disputes open and others indicated that there was no such disputes showing in the system. After I noticed that the delinquency continued to show on my credit report I again contacted Synchrony and tried to pay off the balance ( intending to just deal with the underlying dispute later ) because the $ XXXX they said was owed was not worth the hit to my credit, which before this was over 820 points. I provided the representative at Synchrony with my banking account number to make the payment and authorized him to draw it from my account. I later learned that the representative who tried to take the payment missed a digit in my bank account information and so when he entered it the payment didnt go through. Of course he never told me that and I never received notice that the payment didnt post until I kept seeing the delinquency show up on my credit report. I later came to find out that Synchrony actually doesnt let you have two emails on the account, so even though this was impacting my credit and I had tried to make the payment, there was not a system in place for me to find out that the representative made an error. I continued to see the balance due on my credit report and when I finally called Synchrony again to get answers about why this was still showing on my credit report when I thought it had been paid I learned about the representative 's error and that Synchrony had sent the account to charge off status. I called repeatedly to get this fixed and no one would give me answers. I waited on hold for upwards of 45 minutes each time I called, and when I did get through to someone they would tell me they couldn't help me and would need to transfer me to someone else. No one could or would answer my questions. Often times the call mysteriously got disconnected after waiting on hold. I finally filed an official dispute in writing with Synchrony back in XX/XX/XXXX and never got a response -- not even an acknowledgement that my dispute had been received. I followed up again in XX/XX/XXXX and reattached the same letter with a different cover letter and never got a response to that either -- again, not even an acknowledgement despite the fact that I confirmed I sent both letters to the right address. Ive called many times since then, including most recently as XX/XX/XXXX, and they keep telling me that someone will get back to me but they have not. I am an attorney in good standing and have an exceptional credit history, My credit dropped significantly as a result of this and I would like someone to actually investigate my complaints and resolve them. Thank you.

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