Consumer complaint received 2023-05-14
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I was solicited at the cash register and advised by Sam 's Club Master Card, I was pre-approved for a Master Card after making an in-store purchase using another one of my other Master Cards, sometime around the end of XX/XX/XXXX  and the beginning of XX/XX/2023. I received the Sam 's Club Master card and activated the card. I am a XXXX XXXX, during my first attempt to use the Sam 's Club Master Card via XXXX website to purchase a drone for commercial use, the card was declined. I called and went through the verification process. I was, cleared after verifying, I am the actual person making the online purchase. On XX/XX/2023, I used my Sam 's Club Master Card in the amount of {$200.00} and On XX/XX/2023 I used my Sam 's Club Master Card in the amount of {$280.00}. On Sunday XX/XX/2023, I made an attempt to use my Sam 's Master Card and my purchase was declined. I received an email advising me, " Synchrony Bank needs to validate your identity. '' I went through Synchrony Bank 's verification process, that included, scanning the front and back of my driver 's license, allowing Synchrony Bank to allow access to my cell phone and scan my face, imputing my information : Name, phone number including my social security number into their system via a link that was sent to my cell phone. After multiple verification attempts, I was advised by multiple representatives and a Supervisor, my information could not be verified and I would receive a letter in the mail advising me to provide additional information. Instead of receiving a letter in the mail, requesting additional information from me, I received a, " Digital Letter for your Sam 's Club Mastercard, '' email. Please see the letter attached to this complaint. " SYNCHRONY BANK Fraud Department, '' requested that I send the following to them via mail, hard copy : Per a recent phone conversation with you, we are writing to request additional information to confirm your identity and to protect against unauthorized use. Your account may be restricted from further use until we receive a copy of your valid driver 's license or government issued ID and one of the following documents : A copy of a current utility bill ( electric, water, natural gas or home telephone provider statement ) showing your current address ( For business accounts : Utility bill must include business name and address ) A copy of a bank statement showing your current address ( For business accounts : Statement must include business name and address ) A copy of a current rental agreement showing your current address OR a current mortgage document showing your current address ( For business accounts : Rental or Mortgage agreement must include business name and address ). 

I have been embarred and humiliated. Sam 's Club Mastercard/Synchrony Bank 's request seem sketchy and dishonest. I feel like I have been unfairly targeted and mistreated. Additionally, I currently have a Care Credit Mastercard with Synchrony Bank, I was approved to cover the expense for my pet 's XXXX not too long ago. 

I feel like this is an attempt for someone within Sam 's Club to access my personal identify information for their own personal gain. My mortgage company, utility bill, bank statement and another copy of my driver 's license information is irrelevant and not a need to know especially after I was solicited by Sam 's Club and Synchrony Bank and because I am already a card holder in good standing with Synchrony Bank. In fact, I recently made a payment on my Care Credit credit card with Synchrony Bank last week. I will not be providing my mortgage documentation, utility bill, driver 's license and bank statement to Sam 's Club and Synchrony Bank.

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