Consumer complaint received 2025-01-13 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Credit monitoring or identity theft protection services — Problem canceling credit monitoring or identify theft protection service
Company: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
Synchrony Bank/Credit care XXXX XX/XX/XXXX I Notified Synchrony Bank about missing payment on my account, I Informed them that after viewing my bank account statements there were several undocumented payments, and I proceeded to give them the web transaction number for each payment dating back to XXXX of XXXX. I was asked by the representative to fax these documents to the Research payment department @ XXXX which I sent on XX/XX/XXXX through XXXX. I called on the following day Saturday and was informed by a representative that there were some interest adjusted back to my account but if I wanted to discuss the missing payment I would have to speak with a manager but during transfer the call was disconnected. At this time while going through my documents I discovered that some documents were missing during my transfer so I sent an additional fax from XXXX to the same location on Saturday XX/XX/XXXX of missed payments proof, afterwords I notified the company to discuss my account because I noticed a late fee was charged. I questioned this because I was told that the account would be on hold until the matter was resolved, the agent stated this charge was applied regarding the XXXX payment, I stated thats why I disputed my payments because Ive made more payments on my account than whats being reflected, the agent stated if the dispute is resolved in my favor the charge will be removed and from this point on the account is frozen and no additional actions will be taken on the account and my payment are on hold. On Sunday I received a call from XXXX my credit protection plan stating that there has been a drop in my credit score due to a credit line decrease. I checked my credit and Synchrony Bank/Credit care had decreased my credit line from {$3000.00} to {$640.00}. I call them Monday morning I spoke with XXXX to inquire the reason for the decrease and her reply was related to my credit report which she stated they had emailed to me. I asked the reason for the credit inquiry because I have been a customer since XXXX of this year, she stated inquiries are done every three months, I replied well its not time for an inquiry based on my time with youll and her reply was they do them every month ( corrections ), I then replied that nothing in my credit has changed since I applied for credit with you, everything is the same from the time I applied so I didnt see the reason for the decrease. Suddenly she stated that I was correct about nothing changing in my credit and if I disagreed I could file a dispute with the credit agency, I responded I feel my problem is with you directly and I wanted to have my balance reinstated because I feel it was a retaliation for the dispute that was filed, she said there was no way to re adjust my balance other than applying for a balance increase. I stated I was not interested in applying for a balance increase. And that my plan was to speak to a lawyer.

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