Consumer complaint received 2021-04-26
Company: SYNCHRONY FINANCIAL
State: MN
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
I received a Credit Score decrease alert from XXXX  on XX/XX/XXXX. By XX/XX/XXXX, I had pulled my credit reports from all three bureaus and began investigating the issue of a Fraudulent Credit Card account called SYNCB/PPC that was opened in an alias of my name that I have never used on XX/XX/XXXX, which at that time had an outstanding balance of {$3700.00}. I contacted XXXX  for advice on reporting this fraudulent account and was provided action steps for identity theft victims and advised to contact PayPal to report the crime. XXXX  worked with me further to place a credit freeze and fraud alert on my credit file at all three bureaus. PayPal at that time ( put me through to XXXX who verified there was an account using my social security number. I was told they would close the account and begin an investigation. As directed by XXXX, I opened a complaint with the FTC this same day XX/XX/XXXX through their Identity Theft resolution process and found out that I have been part of the XXXX  breach. I took additional steps to file a report with the XXXX Police Department, again, on this same date. Since XX/XX/XXXX, all 3 bureaus have removed this erroneous account from my credit report. However, fast forward to XX/XX/XXXX, I began receiving attempt to collect letters from PayPal about a different account with the same amounts. I called the fraud department of XXXX and was again transferred to Synchrony Bank. By this time I was very confused by there being a new account number opened with Synchrony when there is a freeze on my credit account. At that time I was informed that they ( Synchrony Bank ) had transferred the amount from one account to another one due to the results of their fraud investigation. The agent I spoke to could not find the results of the investigation but closed the new account. I never received a letter regarding their findings before this and requested in writing via certified mail the same day, that Synchrony provide me with all records related to the account, including : Account applications made on paper, online, or by telephone, Account statements or invoices, Records of payment or charge slips, Delivery addresses associated with the account, Records of phone numbers used to activate or access the account, Signatures on applications and accounts, Investigators report. I had not ever received a statement for this credit card during this entire time. However, during this same XX/XX/XXXX call I was asked for my address and my full name including middle name to update their system which I did not provide as I thought it was odd since I sent in documents to Synchrony in XXXX with a photo ID and written affidavit. Around XX/XX/XXXX, I received a large envelope full of duplicate statements to my home which is the first time I have ever seen a statement for this account or with a complete account number. However, I was not furnished with any of the other document that I requested. I contacted the XXXX  Attorney Generals Office and provided them information regarding the fraudulent account and struggle with a resolution. Around XX/XX/XXXX or XXXX I received a letter stating that Synchrony 's investigation showed the account belonged to me as a " payment was made '' to the balance due on the account. It seems at each point of contact to resolve this issue, Synchrony Bank and/or PayPal ( I just don't know at this point whether they are the same company or separate ), have taken steps to update their system with my information ( as the victim ) to associate this fraudulent account and subsequent activity. The latest attempt is a letter arriving in the mail today XX/XX/XXXX stating they're contacting me to " provide an important update on your PayPal Credit account '', and they need me to log into an account or call them to provide updated email information for this fraudulent account. I am beyond overwhelmed and feel violated by the perpetrators of this crime and these two affiliated banking organizations.

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 non-monetary relief