Consumer complaint received 2021-12-11
Company: SYNCHRONY FINANCIAL
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/2021 I was trying to pay my XXXX XXXX bill on my online app.I received an error message to call customer services The first representative that I spoke with was XXXX I gave her my information and she stated to me that my account was closed due to fraudulent activity.I said since when? XXXX stated it was done on XX/XX/XXXX XXXX replied Today is XXXX XXXX, XXXX stated that a letter was mailed out to me on XXXX XXXX In which I explain to her I never received it but why didnt think of any bank call me immediately once they was notified about any fraudulent activity on my account. I am your Consumer and your customer, at this moment I feel as though my privacy had been breached. I stated to XXXX I have two other accounts with synchrony bank, where they affect it? XXXX stated to me no they werent. So at this time I am perturbation. XXXX stated they probably havent received the update paperwork? I said that doesnt make any sense you have documentation that it was fraudulent activity on my account you should close all of my accounts, but my other two accounts are open and active? I thought all of my accounts were under the same entity.Im calling in to make a payment in which I do every month.And I never will if I wouldve called if my account wasnt close through the web portal. But synchrony bank knew about this matter for six days and never reached out to me So at this point Synchrony bank is actually committing Fraud at this moment!!! By Excepting information in regards to me and my personal account information with synchrony bank.I asked XXXX well the documentation that you Currently have, is my wet signature on a document? XXXX stated to me I Can not disclose any information about this issue you need to call the credit Bureau.And thats what I did I called XXXX XXXX XXXX and XXXX and they all stated that they dont have any fraud alert or any reports about any fraudulent activity. I called synchrony bank back. I was transferred back to the Fraud department representative by the name XXXX, soon as he came on the phone he basically repeated everything that XXXX the previous representative said, so I explain to him when I got off the phone with XXXX. I called XXXX XXXX XXXX XXXX in which all of them stated there was no fraud alerts or any fraudulent activity that has been done on your accounts. So I stated to XXXX I didnt call My car in as lost or stolen so how is someone else able to call them or send any documentation to your department and have my account close? And why didnt Synchrony Bank , reach out to me concerning this matter Immediately, I Said XXXX XXXX me oh that was a letter sent out to you you should be receiving it soon as this so I am your Consumer your customer and Account holder. But have to wait for a letter? but something That happened 6 days ago. But some I know person can send over documentation About me and my personal information and have my account close so thats a form of identity theft!! XXXX stated it was XXXX XXXX who sent over documentation that my account was fraudulent and had fraudulent activity detected on there. I said well I just spoke to them and they stated they dont have any fraudulent Activity or any fraud alerts in reference to this account I even went on some out websites for all the credit bureaus and I didnt see any alerts either, So at this point my stress Beyond controllable, My anxiety was elevated cause Im so concerned about my credit report being affected by this damaging allegations And as you can see I have exceptional credit history for all of my accounts throughout the years.So XXXX apologize , stated your right maybe we need to review our policy and procedures on how we conduct Matters like this moving forward. Then he stated XXXX XXXX your account is completely closed and I asked Why arent all of my accounts showing the same status, Im still the same person on all of my accounts But only one is reported for fraud? that didnt t seems suspicious? The only XXXX XXXX was the one that sent all the documentation without my wet signature on there so how is that validated Synchrony bank did not call me to ask me any questions about this matter? So how was it for Verifiable, factual information? So XXXX Stated there was nothing he can do, my account is completely close and under investigation and once I receive the documentation by mail I have a certain timeframe to send it back so my old Credit card can be reinstated.I told XXXX XXXX worry about reinstating my car because I Dont want to be a part of a financial institution that do not value, respect, protect their consumers. I feel so embarrassed I feel so upset I feel totally depressed They put me in a XXXX XXXX, because I worked really hard to keep my credit and all of my accounts in good standings. Im definitely expecting to hear from the CEO of Synchrony bank XXXX XXXXAnd also Im seeking some form of compensation for the pain disrespect and suffering that I endured dealing with the situation. respectfully

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