Consumer complaint received 2025-06-05 00:00:00
Product: Credit card — Store credit card
Issue: Getting a credit card — Problem getting a working replacement card
Company: SYNCHRONY FINANCIAL
State: SC

Complaint narrative:
I applied for a Synchrony Bank administered " Rooms to Go '' store credit card. My given name is XXXX XXXX. All of my credit reports and accounts are in the name of XXXX XXXX. 
I never received my card so I called the bank and they indicated the card had been issued to " XXXX XXXX ''? XXXX is a nickname, none of credit reports are in the name of XXXX. Yet they issued that card and very conveniently the card is lost. So I called the bank and asked for a new card with the correct name, they said I had to take a picture of myself and my license to receive the card in the correct name. Why should I have to do all of this, it wasn't required to get the card. I can use the account without the card. So I refused and asked them to verify me over the phone, they refused. Threatening me that I might not be able to use the card anymore. So since I didn't need the card anymore anyway having already had the merchandise delivered. I said no and hung up, I have several questions...... 

1. How did " XXXX XXXX '' get approved when all of my credit history is in the name of XXXX XXXX? 
2. Is this fraud, what is happening? 

Here is the letter I got from the bank........ 

Synchrony Bank XXXX XXXX. XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX SC XXXX Account Number Ending In : XXXX Dear XXXX XXXX, XXXX XX/XX/year> XXXX are contacting you regarding the ROOMS TO GO/SYNCHRONY BANK account referenced above. 
Per a recent phone conversation with you, we are writing to request additional information to confirm your identity and to protect against unauthorized use. Your account may be restricted from further use until we receive a copy of your valid driver 's license or government issued ID and one of the following documents : A copy of a current utility bill ( electric, water, natural gas or home telephone provider statement ) showing your current address ( For business accounts : Utility bill must include business name and address ) A copy of a bank statement showing your current address ( For business accounts : Statement must include business name and address ) A copy of a current rental agreement showing your current address OR a current mortgage document showing your current address ( For business accounts : Rental or Mortgage agreement must include business name and address ) Please remove or block your account number along with other sensitive, personal information, such as financial information. Send the documentation to the address listed below : Synchrony Bank Fraud Department Attn : XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Our goal is to provide you with the best customer experience possible. Once we receive the requested documents and are able to confirm your identity, we will take the appropriate actions to reinstate your credit card privileges. 
If you have questions regarding this matter, please contact our offices, Mon XXXX Sun XXXX A.M. to XXXX A.M. 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