Consumer complaint received 2023-03-10
Company: SYNCHRONY FINANCIAL
State: CA
Product: Debt collection
Sub-product: I do not know
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
On XX/XX/XXXX, As I am attempting to purchase my first home I began monitoring my credit. I obtained my 2nd monthly updated credit report from XXXX XXXX. I observed an account for the first time on my credit report. A weird and unidentified account that was never on my credit report posted on all three agencies i.e. : XXXX, XXXX, XXXX. My credit reports all showing a history dating back to XXXX with 2 months late for this 1st time. A XXXX XXXX XXXX account that had never reported on my credit. I immediately contacted XXXX XXXX to dispute this fraud account as it was not my account. I then immediately contacted the company SYNCB as it is listed on my credit reports and later learned their company name is Synchrony Bank. In a heated argument with it's agents, as several of their agents forcefully attempted to obtain my real personal current details to match with their records. I was reluctant to provide them my real information as they had already confirmed non of the details they shared matched my details. However, I was placed under duress as this company 's agents would not assist unless I divulge my personal details. XXXX in particular, an agent for SYNCB assured me it was only to assure this account did not belong to me and that non of my information would be saved. However, after providing her with my DOB, email, and address. She then stated she had updated that account with my details against my wishes and authority. Furious I yelled at her as I did not authorize this and was miss lead by this company representative demanding her to delete my details, she refused, I ended the call. My spouse and I called back recording the call for my protection to complain about that representative and to have my real personal details deleted from this account. After much argument and fighting with their company representatives they finally connected the call with the fraud department. My spouse explained to the fraud department agent that we are recording this call and needed his approval, which he did agree and authorize on the recording. I informed him what customer service agent XXXX dishonestly did, and my spouse requested my personal information removed from that account for my protection. The Fraud agent stated to understand the situation and assured me that my details will not be updated on that account. The fraud agent proceeded to file a fraud dispute of the account after he confirmed that the original account information details did not match any of my personal real information details. In addition, he confirmed what his other agents have stated that the account was paid in full, as we were also told this, but he did not understand who or why was it even reported after 7 years. My spouse then asked for answers to a series of question. However, the fraud agent just kept saying he did not know and did not provide us with answers. When the fraud agent had requested my personal details for verification my spouse stepped asked him several question to assure it was only to confirm that the account was not mine. As heard on the recording he confirmed that none of my information was going to be saved on that account nor updated to my real details. My spouse also requested a copy of the filed fraud dispute and to send a copy of the fraud letter to the credit bureaus as heard in the recording. However, I never recieved our copy of the fraud letter. I never heard back from this company fraud department. However, on XX/XX/XXXX I received an email from Synchrony bank that my phone number, address, and other real personal information details was updated and saved on this account. The company and its associates misrepresented vital information to leur me to divulge my personal details so as to make it appear as if this account is mine when it is not. I was completely mislead. Again I have the call recorded with full awareness and authorization of the fraud dept agent.

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