Consumer complaint received 2024-04-10 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Unable to open an account
Company: SYNCHRONY FINANCIAL
State: KY

Complaint narrative:
On XX/XX/XXXX, I applied for Synchrony Bank 's High Yield Savings Account online using the web and instantly received a notice that the application was being reviewed and will receive a response in a couple of days with little specifics. 

On XX/XX/XXXX, I received a mail from Synchrony Bank dated XX/XX/XXXX stating " your application has been declined because we are unable to verify your identity as required by the USA PATRIOT Act '' ( attached synchrony bank mail XXXX ) On XX/XX/XXXX, I called Synchrony Bank to find out why there hasn't been any attempt to verify my identity before rejection mail was sent out. Not even a prompt via email or phone to verify my identity before concluding on the application. I was informed Synchrony Bank pulled my information from a consumer reporting agency that showed my name was in an incorrect order ( that is, my first and last name were in the opposite order ). 
Instead of firstname : XXXX, lastname : XXXX, wherever they pulled my information had firstname : XXXX, lastname : XXXX instead I asked the customer service personnel to start a new application this time account application will be over the phone. After submitting application, she said the same thing that information pulled from a consumer reporting agency shows my name in the incorrect order and the only way to resolve this would be to provide a government-issued ID showing my full name in the correct order via an email she provided. I asked her to disclose which consumer reporting agent has my name reported inaccurately as it is within my right and also to dispute any inaccurate information about me, she said I should request that information by adding that to the email in addition to my ID. 

I knew my name in the wrong order was impossible especially since I had recently opened an XXXX XXXX XXXX account, XXXX XXXX XXXX Checking and Savings account, and a couple of credit cards including Amazon XXXX Credit Card issued Synchrony bank itself. 

On XX/XX/XXXX, I sent requested information and documents to the email provided including : 1. Government-issued Passport 2. Newly purchased credit report from the 3 major bureaus ( XXXX, XXXX & XXXX ) showing identification section displaying my name in the correct order. 
XXXX. Request for Synchorny Bank to disclose where they pull my information from to dispute any inaccurate information. 

There was no response up until XX/XX/XXXX when I decided to call Synchrony Bank again to get a status regarding documents submitted in reference to the application ID XXXX. 

I was informed government-issued passport I submitted will not be accepted and I should rather submit a US Driver 's license/State ID. I asked the personnel why should I submit a document I don't have and frankly don't want to have at this time and it's not against the law. As a US Person, at this point my passport should be enough to verify my identity anywhere I go. He still insisted they would not accept my passport and failed to provide a reason why my passport that I have been using to verify my identity in the XXXX since XXXX is not accepted by Synchorny Bank. 

So far, my passport hasn't been a problem with any bank, including XXXX  XXXXXXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX, XXXX XXXX, or my utility companies and phone & internet companies. All except XXXX XXXX XXXX who currently faces potential lawsuit for rejecting my passport and is currently reviewing the matter. 

My passport also wasn't a problem when I applied for an Amazon XXXX Credit Card and I had to scan my face and this very passport live with the assistance from Synchrony Bank customer service over the phone. 

During my continues interactions with Synchrony Bank customer service on XX/XX/XXXX, I requested an Adverse Action Notice be mailed to me right away stating reason why my application was denied because my attorneys would love a crack at that. The personnel rather wanted to close the application to make it seem like I withdrew my application however that wasn't going to happen and I still haven't received said notice till date. 

I had to insist on the phone that Synchrony Bank disclose the consumer reporting agency ( ies ) my personal data was pull from before I was informed of these XXXX consumer reporting agencies ( XXXX and XXXX ). 

I reached out to XXXX who apparently didn't have any file on me as of the time, even after interchanging first and lastname. 

XXXX however did have my file. I verified my identity with my passport, utilities and Tax ID document and turned out my name was in fact arranged in the right order with a hardcopy report on its way. 

I decided to get a last report from XXXX and not only my name was accurately arranged with XXXX, there was both pulls from Synchrony Bank regarding both applications on XX/XX/XXXX and XX/XX/XXXX respectively. ( attached XXXX, XXXX ) Myself and my attorneys don't want to state out possible reasons why my passport is currently circled out although were thinking it but will remain professional as possible. 

The takeaway here is my passport was issued in XXXX, so yes I have heard all sorts of ridiculous reasons why a service ( s ) would not be provided to me based on my origin country when I present my passport to certain businesses in the US. Whereas my business colleagues from countries like the XXXX don't face these issues to the best of my knowledge and from what I have personally witness from other countries consider " high-income countries or low-risk countries '' is simply mind blowing and usually always ends in a legal dispute. 

As I fall into these categories listed by Synchrony Bank, I don't see any other reason why I can't open account under the Fair Credit Reporting Act and in accordance with Section XXXX26 of the USA Patriot Act with my passport especially when Synchrony Bank doesn't have a walk-in branch. And also, Synchrony Bank does in fact have foreign customers. 
-To be a U.S. person for federal tax purposes -To have a valid U.S. residence ( or, if youre in the military, an APO, DPO, or FPO ) -A U.S. Social Security or Tax Identification number I should not be forced to get a US Driver 's license/State ID and my passport should be respected and considered a valid form of identification for especially banks under Federal Regulatory bodies.

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