Consumer complaint received 2017-04-25
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
In  XXXX   XXXX  I visited the GAP Store, the retail cashier offered me the  GAP/SYNCHRONY  BANK Credit Card to be used at their stores and at any other stores that acc epts VISA, I explained her that I didnt have SSN ( Social Security Number ) only ITIN ( Individual Taxpayer Identificatio n Number ) but she said that it wasnt necessary and proceed to fill the computer template with my information ; everything was ok and told me I should receive the card in a couple of weeks.     After I received the card during  XXXX   XXXX  I tried to activate it in their website but it wasnt possible because a SSN was required. A few days later I called customer service to report this incident and they requested me to send by fax a letter including my ITIN and proof of it, and I should wait 30 days for them to process the information. The fax was submitted per their request on  XXXX   XXXX   XXXX , after the period of time they established I called customer service again and the card was finally activated without any issues.     I started using the card in  XXXX   XXXX , I called customer service to check the balance and the payment due date because I was unable to login to the website and access this information, the last 4 digits of the SSN were requested, I entered the las t 4 di gits of my ITIN unsuccessfully. The representative told me those numbers didnt match and I explained them again that I didnt have SSN only ITIN and they requested a letter. They had in my account a different SSN and the fax with my ITIN supposedly wasnt received in the correct department and asked me to resend it and to wait another 30 days for them to process it ; in the meantime I could make the payments thru the phone using a debit card, but charging me {$10.00} for each payment done in this way, the 1st payment was due o n  XX/XX/XXXX  and it w as paid on time. After this date, every month I call them to make a payment and explained this situation to every customer service representative.     It was suggested to me to contact the fraud department and Ive being calling the m 2 or 3 tim e a month to find answers about this and how to proceed to have the correct information in my account. Sometimes theyve said the ITIN is not accepted and Ive questioned them why the card was activated under this circumstances. Other times theyve said occasionally they accept the ITIN but arent aware of why it wasnt in my case.     Based on this situation and because they havent figured out how to fix this problem I filled out my SSN application, went on  XXXX   XXXX ,  XXXX  to th e Social Security Administration offic es and submitted it ; my SSN card was delivered to me afte r 2 w eeks.     I called customer service and fraud department once again to explain them Im a SSN card holder now and asked me to send a letter by fax requesting them to update my account information with my SSN, the letter was submitted on  XX/XX/XXXX  with a copy of proof of my SSN card.     At the same time SYNCHRONY BANK sent me a letter with  XXXX   XXXX  forms ( copies attached ) with  XXXX  different SSN they are related to me and want me to sign them to authorize the bank to research with th e Social Security Administration  if any of these SSNs correspond to me. I called the  Social Security Administration o ffice and verified if these numbers were actually related to my name ; their representative have informed me the only record they have with my exact name is the one that they assigned me in  XXXX   XXXX .     At this time the card has been deactivated by the bank until this situation is clear out. They insist me to send the  XXXX  forms signed to verify my information. Ive explained them thos e SSN  numbers are not related to me and that was confirmed by the  Social Security Administration o ffice, in addition Ive told them that Ive submitted them the letter with all my correct information to update my account. Sometimes the customer service representatives have been rude and they have hanged up the phone on me. I insisted them that I wont sign those forms because I can be subject to a fine.     Ive asked them if the letter with my explanation and SSN copy was received and nobody cant tell me if so, neither if they will update my information, theyve suggested to wait another 30 days and see what happens.     Since I activated the card Ive tried to fix this situation unsuccessfully, now they want to correct this situation they have created themselves with those forms that Im not comfortable to sign, neither have they taken in consideration all the information I sent them already. Nobody has offered me a solution to my complaint and it has created more problems with other credit institutions.     I dont know what to do or how to proceed, with the objective to capture new customers theyre not following the right procedures and theyre affecting me.

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