Consumer complaint received 2025-10-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: SYNCHRONY FINANCIAL
State: LA

Complaint narrative:
Consumer Complaint : Synchrony Bank XXXX XXXX XXXX / Account Restriction Account : XXXX Pay Cash Rewards Credit Card ( last XXXX digits : XXXX ) Opened through : XXXX Membership Complainant : XXXX XXXX XXXX XXXX : Louisiana XXXX : XXXX individual on fixed income -- - Summary of Complaint I am submitting this complaint regarding Synchrony Banks repeated failure to complete their identity verification process, despite XXXX successful verifications and multiple confirmations from their system. My account remains restricted due to a minor name discrepancy that Synchrony has already identified, yet refuses to correct without a XXXX review. 

This has caused significant inconvenience, distress, and the inability to use an account I opened in good faith and verified multiple times. 


-- - Detailed Timeline XX/XX/year> Received a digital letter from Synchrony Banks XXXX Department asking me to contact them to verify recent charges. 

XX/XX/year> Spoke with XXXX XXXX at XXXX, who sent a digital ID verification link ( selfie + drivers licence front/back ). 
At XXXX p.m., received confirmation that verification was successful and issued passcode XXXX with instructions to call XXXX. 
When I called, I was told the passcode was invalid and that I would receive a letter within XXXX days with a new one. 
Later that evening ( XXXX p.m. ), I received a new digital letter stating the XXXX Department needed to verify the charges again. 

XX/XX/year> Called at XXXX a.m., was sent another verification link via text. 
Completed it, and at XXXX a.m. received a new passcode XXXX, which was also declared invalid when I called. 
Later that day, I received an email stating Your credit card is on the way. 

XX/XX/year> Received a digital letter asking me to mail a photocopy of my drivers licence and a copy of a utility bill even though I had already passed digital verification. 

XX/XX/year> Received another verification link at XXXX p.m., completed it, and was given passcode XXXX at XXXX p.m. 
Again, this passcode was rejected as invalid. 

XX/XX/year> Received another identical letter asking me to mail ID and a utility bill. 

XX/XX/year> Received an email confirming my XXXX payment had posted. 
Called Synchrony to advise I would be filing a complaint with the CFPB. 
Was transferred to XXXX XXXX, who sent me a fourth link for verification. 
Completed it and received passcode XXXX. 
When I called back to provide the passcode, I was connected with XXXX XXXX, who said this fourth passcode was also invalid. 

XX/XX/year> Received another identical letter requesting mailed copies of my ID and utility bill. 

XX/XX/year> Spoke with XXXX XXXX in the XXXX Department. 
She discovered the issue was a name mismatch : my ID reads XXXX XXXX XXXX while the account lists XXXX XXXX XXXX. 
She confirmed she would forward this information to the XXXX Department and that I would receive a response within 30 days. 


-- - Summary of Issue Despite XXXX separate successful verifications, each with system-generated confirmation codes, XXXX representatives repeatedly declared the passcodes invalid and refused to resolve the matter. 

Synchrony has acknowledged the problem ( a name discrepancy ) yet continues to hold the account under investigation, requiring me to wait 30 days for resolution. This unnecessary delay has created undue stress and interrupted my ability to manage the account I lawfully opened and funded. 


-- - Requested Resolution XXXX. XXXX lifting of the account restriction and restoration of full access. 


XXXX. Written confirmation from Synchrony that the name discrepancy has been corrected. 


XXXX. Explanation of why XXXX confirmed verifications were rejected as invalid. 


XXXX. XXXX that future Synchrony customers will not experience similar issues due to minor name variances. 




-- - Supporting Information I have preserved all emails, digital letters, and text message screenshots verifying the dates and passcodes referenced above, and I am happy to provide these to assist with investigation.

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