Consumer complaint received 2024-11-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: SYNCHRONY FINANCIAL
State: LA

Complaint narrative:
This complaint is in regard to a letter I received on XX/XX/XXXX from CareCredit/Synchrony Bank that they decided to close my account to my surprise. After reading the letter I noted a few details that were very vague and some incorrect statements. I tried for 4 days to get a customer representative on the phone although navigating their phone tree is nearly impossible many times ending in a dead end or back to the place I started. I was able to speak to a representative on XX/XX/XXXX and asked for further details on why my account was closed as the reasons listed were either incorrect or vague. The representative stated she could not provide me with any information regarding the letter I received as she didnt have access to it and there was no one she could refer me to for answers. This was very disappointing as this has had a negative impact on my credit score and Ive been working very hard to bring it back up past 700. This unfair business practice has negatively affected my financial future and set me back. In the attachment to this complaint pages 1 & 2 is the letter I received, and the following pages are evidence that some of the information in the letter is incorrect. I would like this account removed in addition to the comment made in my report from synchrony bank removed also. 
The reasons they have listed why they closed my account are as follows : 1 ) Lack of real estate secured loan I own my home never had to take a loan out to buy it so this reason should be invalid.

2 ) Balances on bank cards are too high this is the only card I have a balance on and was about to pay it off just as I did last XXXX so their reference to cards is incorrect. 
3 ) To few accounts paid as agree the last time a late payment was applied to my credit score was XXXX, so 6 years ago when I was unemployed, and all those accounts was paid off by XXXX. 
In the last paragraph it states, the credit score may differ from the score you may obtain from a consumer reporting agency. One the next page they state my credit score was XXXX on XX/XX/XXXX. Then in the last paragraph they state, while the date of the credit score may not be recent, your score has likely not changed significantly since this date. Then tell me to reference XXXX for my credit score. This is all incorrect as evidenced in the remaining pages of my attachment. On XX/XX/XXXX I checked my score on XXXX, it was XXXX, and according to the graph it has been in the XXXX since XXXX, nowhere near the XXXX they stated it was on XX/XX/XXXX in the letter. 
On the next page it lists my payment history as excellent, no derogatory remarks excellent, and total accounts excellent. The last two pages show my payment history with synchrony bank and there are no late payments as you can see. 

So, I believe this decision to close my account was unfair as synchrony bank used incorrect data and general nonspecific statements to make their decision. This has negatively impacted my financial future.

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