Consumer complaint received 2019-03-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: SYNCHRONY FINANCIAL
State: NC

Complaint narrative:
I contacted Synchrony Financial on XX/XX/19 to send a duplicate card. This representative gathered unnecessary personal information under the guise of " verifying the account '' although it had already been verified. This information was not the standard verification and just partial information but entire requests for full address, SS #, card numbers, account specific information, DOB, and more. This bothered me at the time but I didn't think that this representative would fraudulently take action on my account that was not authorized. I logged into my mobile banking later that evening to be told to call at a XXXX #. When I called I was advised they had closed my account and all of my statements, promotions, and banking information was now gone. The balance remained so they would open a new account with my balance, without my permission or consent. This results in my credit age appearing lower than it should because it is averages the length of the accounts and this one now shows closed with a new account opened. The representatives were unable to undo what the representative had done and when I requested a supervisor in the complaint division I waited on hold for 20 minutes to reach a supervisor at XXXXXXXX XXXX on XX/XX/19 that advised that department closed at midnight ( XXXX XXXX ) and that there was nothing she could do to help me. When I told her this was unacceptable and that I was on hold for that length of time instead of being transferred properly in the first place she transferred me to the complaint divisions line anyways which resulted in me waiting for a live rep for another 23 minutes before the automated system then stated they were closed and ended the call. I spent hours attempting to get these people to understand that this is the 3rd time they have done this same thing on 3 out of our 11 open accounts with them, we have always maintained perfect payment history and had more credit than we have needed in the effort to improve our credit over time. This company is now single handedly damaging our credit and preventing us from moving past them to companies that value our business by reporting closed accounts, incorrect balances, and adverse actions that are not truthful. This was specifically on the CareCredit account. We additionally had a Synchrony Home card opened without permission that used to be a XXXX XXXX account that has also had adverse action on our credit as a result of this company choosing to violate our right to exercise control over our own credit. There have been nothing but problems with every single account and every time we contact the support division they make the situation worse. We only use the Synchrony Financial cards because the stores we frequented used that for the finance cards, had we known that prior to financing we would have used one of our other credit card companies instead. This will be the beginning to us closing the 11 accounts we have which total over 30k in available credit.

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