Consumer complaint received 2026-03-10 00:00:00
Product: Credit card — Store credit card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: SYNCHRONY FINANCIAL
State: TN

Complaint narrative:
I am submitting this complaint regarding Synchrony Banks refusal to provide records requested under the Fair Credit Reporting Act ( FCRA ), specifically 15 U.S.C. 1681g ( e ), following a confirmed identity theft incident. On XX/XX/year>, a XXXX credit account was opened using my personal information without my authorization. After I notified Synchrony Bank, the bank investigated and determined on XX/XX/year>, that the account had been opened fraudulently. The account was closed, I was relieved of responsibility for all charges, and Synchrony indicated it had requested deletion of the tradeline from the credit bureaus. Following the fraud determination, I submitted a request pursuant to FCRA 609 ( e ) for copies of the business records relating to the fraudulent account. My request included, but was not limited to : Electronic application data Identity verification documentation IP address or device information associated with the application Any other business records relating to the opening, approval, or investigation of the account Synchrony responded stating that the application was submitted electronically and that no physical application exists. The bank further stated that the credit card application is not available due to internal record retention guidelines and declined to provide the requested records. This response does not address the requirements of FCRA 609 ( e ). The statute requires creditors to provide identity theft victims with copies of application and business records relating to a fraudulent account that are maintained by the creditor, including records maintained electronically. Synchronys response raises several unresolved compliance issues : The bank did not address whether electronic records associated with the application or account opening are maintained, such as application logs, device information, identity verification results, or fraud detection records. Synchrony did not clearly state that the requested records no longer exist. Instead, the bank stated that they are not available, which does not clarify whether the records are maintained but being withheld. Synchrony relied on internal record retention guidelines as the basis for declining the request but did not provide any information regarding whether records were destroyed, when such destruction occurred, or the applicable retention policy. Internal retention policies do not relieve a creditor of its obligations under FCRA 609 ( e ). Identity theft victims are entitled to obtain copies of records maintained by the creditor relating to the fraudulent account. Although the account has been closed, these records are necessary for me to investigate the misuse of my personal information and to assist law enforcement in identifying the perpetrator of the fraud. I respectfully request that the Consumer Financial Protection Bureau review whether Synchrony Bank is complying with its obligations under FCRA 609 ( e ) and require the bank to provide all application and business records maintained by the bank relating to this fraudulent account, or written confirmation identifying which records no longer exist and the applicable record retention policy governing their destruction.

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