Consumer complaint received 2026-05-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: SYNCHRONY FINANCIAL
State: NJ

Complaint narrative:
} CFPB Complaint Escalation ( Failure to Investigate & Identity Inconsistency ) Consumer : XXXX XXXX XXXX XXXX : Synchrony Bank XXXX Amazon XXXX XXXX ) Account : Ending in XXXX -- - I am filing this complaint due to Synchrony XXXX continued failure to properly investigate and verify an account they are reporting on my credit file. -- - # # # FAILURE TO CONDUCT A REASONABLE INVESTIGATION Synchrony continues to claim the account was verified, yet they have failed to provide any documentation demonstrating : - A signed application or contract - Proof that I authorized this account - Any independent verification beyond internal records Their responses rely only on billing statements, which do not meet the legal requirements under XXXX U.S.C. XXXX ( b ). -- - # # # CRITICAL ISSUE IDENTITY INCONSISTENCY In their most recent response, Synchrony stated : XXXX The address provided differs from the address associated with the account. This raises a serious issue : - If the identifying information does not match, then the account can not be reliably attributed to me - Despite this inconsistency, Synchrony continues to report the account as accurate This demonstrates a failure to properly verify identity before reporting. -- - # # # PRIOR FRAUD CONFIRMED BY SYNCHRONY Synchrony also confirmed that : - A separate Amazon XXXX XXXX account ( ending in XXXX ) was previously determined to be fraudulent - That account was deleted from my credit file This establishes that fraud activity has already occurred involving this creditor, making their current verification process even more questionable. -- - # # # FORMAL DISPUTE IGNORED I sent Synchrony a formal XXXX dispute and XXXX XXXX XXXX request via certified mail, which was delivered and accepted. In that letter, I requested : - The original signed application - Proof of authorization - Full Method of Verification - All documents used in their investigation Synchrony has failed to provide any of this information. -- - # # # FAILURE TO PROVIDE METHOD OF VERIFICATION Synchrony has not provided : - The identity of the individual who verified the account - The documents used - Any explanation of how they linked this account to me despite conflicting information -- - # # # CONTINUED REPORTING OF UNVERIFIABLE INFORMATION Because Synchrony can not provide : - A signed agreement - Proof of authorization - A consistent identity match The account is unverifiable and should not be reported. -- - # # # REQUEST FOR RESOLUTION I request that the CFPB require Synchrony Bank to : XXXX. Conduct a proper investigation compliant with FCRA XXXX. Provide verifiable documentation proving this account belongs to me XXXX. Delete this account immediately if such documentation can not be produced -- - # # # CONCLUSION XXXX own statements confirm identity inconsistencies, prior fraud, and lack of documentation. Their continued reporting of this account is improper and violates federal law. I am requesting immediate deletion of this account. -- - Submitted by : XXXX XXXX XXXX

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