Consumer complaint received 2024-03-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Public record information inaccurate
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
XXXX XXXX My mother applied for a home equity line of credit with XXXX XXXX  XXXX XXXX XXXX NY - they ran a credit report and my GE Capital account came up. 
I knew I had paid it off with a cashiers check on XX/XX/XXXX, from the XXXX  XXXX XXXX, NY XXXX XXXX I called GE Capital- now Synchrony Bank . I discussed the matter with an agent on the phone, and they did agree that my account had been satisfied. They would enter a dispute and mail out a letter to give to my mothers bank, stating that it was satisfied. 


The letter was written on XX/XX/XXXX and they received it two weeks later. I sent it to XXXX XXXX  XXXX XXXX, NY and it was satisfactory proof. I still needed to make sure the judgment was lifted at the XXXX XXXX clerks office. 





XXXX XXXX My husband applies for a home equity loan to replace our leaking septic tank and the garage roof which is collapsing and violating code. XXXX  XXXX XXXX assured us it would be within a couple of weeks. 

XX/XX/XXXX XXXX  XXXX XXXX finds judgement from GE capital a.k.a. Synchrony bank that was filed in the XXXX XXXX clerks office back in XXXX. The judgment had not been lifted despite payment satisfaction in XX/XX/XXXX. 








XX/XX/XXXX, XXXX XXXX  XXXX XXXX wants the judgment released before they will give us a loan. This is due to the fact that the judgment is a lien on our house. This is also despite the fact that the letter written by Synchrony was satisfactory for XXXX XXXX, and that the XXXX  XXXX XXXX wrote the cashiers check to pay off this debt. 


XX/XX/XXXX, I called the XXXX XXXX XXXX XXXX asked about judgments. I spoke with XXXX and she stated that I needed a satisfaction of judgment letter from Synchrony Bank. 
- I then called Synchrony Bank and asked for a satisfaction of judgment letter to be sent to the XXXX XXXX clerks office. I had the agent double check the address. I was told by the agent to give it 30 days to arrive at the XXXX XXXX clerks office. 

XX/XX/XXXX, I called Synchrony just to check on the letter status. The agent said it was submitted on XXXX XXXX. I asked who it was going to be mailed to. The agent at that time did not see it getting sent, but then saw a note which said validation completed XX/XX/XXXX. I then spoke with their supervisor who said it had been mailed out to XXXX XXXX. 

I called XXXX XXXX clerk of court and the judgment had not been lifted as of XX/XX/XXXX XX/XX/XXXX, XXXX I called XXXX XXXX again it was not lifted yet XX/XX/XXXX, XXXX 30 days, called XXXX XXXX clerks office nothing from Synchrony Called Synchrony - they said they had sent an electronic release. I told the agent it had to be original documents with signatures and raised seals. 

XX/XX/XXXX I called the XXXX XXXX clerks office nothing there yet. They were working on the mail from XX/XX/XXXX in the front office made sure that it said attention customer service on the mail that should be coming to them. 
Call XXXX at XXXX XXXX XXXX  Shes out for an extended time for XXXX  XXXX. I talked to XXXX. I let her know about the release. She will let the loan department know that they can check XXXX XXXX online. It would let us know if anything comes through. 

XX/XX/XXXX I called the county still nothing XXXX. I called Synchrony they said it was sent to the county court -asked me to wait another week I asked them if they could send me the copy and I would take it to the county - I was on hold for a considerable amount of time, and they then stated they could not send me a copy of the judgment release. I explain the situation about my loan for the septic and the garage roof falling in and they apologized, but said to wait another 10 days. 

XX/XX/XXXX I called the XXXX XXXX clerk and double checked the address. She told me to double check it with Synchrony. It was- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX with attention customer service. I then called synchrony at XXXX XXXX  and asked the agent to verify the address it was sent to. this was the correct address they had on file XX/XX/XXXX, I called Synchrony after calling XXXX  XXXX XXXX asked for a US representative they gave me this number XXXX, I talked to an agent who then transferred me and took the address of the county clerk. I then called Synchrony and talked to an agent who is now sending me to speak with someone in the back office. I spoke with XXXX, whose employee ID number is XXXX. She is a manager at recovery department at Synchrony. She said that on XX/XX/XXXX synchrony filed And the court rejected the original filing of an electronic document. It was resent the same day and sent back to XXXX XXXX XXXX. She said to wait 30 to 45 days. I stated it could not be an electronic filing, but she said to wait 30 to 45 additional days. 

XX/XX/XXXX its been 30 business days Im looking for a physical letter with a release of judgment. Ive got a confirmation number of XXXX which was a request for XXXX Synchrony bank had stated they would mail it out on XX/XX/XXXX and it would be an additional 30 days. 

XX/XX/XXXX I called XXXX XXXX at XXXX XXXX. I got customer service they suggested I contact the lawyers on the original document. I did so only to find that the lawyer group has gone bankrupt and one of the main signers of this document is deceased. 

XX/XX/XXXX, XXXX XXXX had nothing and they were up-to-date on mail received I called Synchrony Bank at XXXX XXXX. I spoke with the charge department they stated original documents were sent to an attorney in XX/XX/XXXX. I then spoke with someone in the XXXX department who gave me a document link number XXXX, they would send it down and have a notarized copy sent to both me and the court. 
Agent stated that XX/XX/XXXX a notarized copy was sent to the XXXX XXXX clerks office. I am getting two different stories here. Under my notes on the notarized copy I have the number XXXX. 
There is a tracking number of the original. The tracking number was XXXX. 

XX/XX/XXXX, XXXX XXXX  called XXXX XXXX clerks there is nothing I called Synchrony I was on hold for 34 minutes and spoke with two agents at XXXX. I was disconnected called back was disconnected again and call back again. I asked to speak with the XXXX department and XXXX said it was sent on XX/XX/XXXX released from the county clerk, he was checking to see when it was sent states it was sent on XX/XX/XXXX XX/XX/XXXX XXXX XXXX clerk XXXX XXXX  rest stated that I needed original documents, signature, raise seal. They were current with mail, and there was nothing from Synchrony. 
I called synchrony at XXXX XXXX  the direct line I called and asked for XXXX I was on the phone for an hour and 10 minutes. They are supposedly again sending another copy, they checked for correct address at XXXX I was transferred to a supervisor who again happened to be XXXX. I explained again that the county has no record of the letter being sent that they would not take electronic documents and then I have been dealing with this since XXXX. I did hear children crying in the background so I am slightly concerned she wasnt fully involved in my case. She claims that it was file number XXXX and it was delivered on XX/XX/XXXX called XXXX XXXX clerk and there was nothing XXXX the supervisor said that hardcopies mailed certified mail it was received at the XXXX XXXX clerks office I am again told that I must wait 30 days for this to be received by the XXXX XXXX clerks office. 



XX/XX/XXXX, I will be calling XXXX  which is XX/XX/XXXX and requesting the certified mail number. The postal worker in XXXX said that she can trace it, and see who signed XXXX XXXX clerks office XX/XX/XXXX, called XXXX. XXXX. I asked to speak to the attorney programs, my account, which ends in the number XXXX is a closed account and they would not give me the complete number. I once again had to give out my Social Security number. I spoke with XXXX who then said he would send me to a direct line which is XXXX. 
At XXXXXXXX XXXX I called the number given by XXXX and had to give my Social Security number again to an agent who then transferred me back to the XXXX department where I once again, had to repeat all of the information, according to their script, I was transferred again to a supervisor at XXXX XXXX  who claimed the letter had been sent certified mail in XXXX with tracking number that they would not give me. I spoke with XXXX, whose ID number was XXXX. He said that as of XXXX the request number XXXX was mailed on XX/XX/XXXX. 
XXXX XXXX. I am transferred to XXXX, who then gives me an index number of XXXX and a file number of XXXX and told me to check with the county clerks office to see if these were filed. I called the county clerks office and they claim to have received no such items. I had also asked XXXX if there was anyone else I could reach out to in this matter and they suggested that I send a letter to the back office team and gave me an address of. 
Synchrony bank, XXXX XXXX XXXX, XXXX, Pennsylvania XXXX with the attention of the recovery department in Synchrony. I ended the call at XXXX XXXX. 

XX/XX/XXXX, XXXX I called Synchrony Bank again under the assumption that something would be done. I was calling for the certified letter information because my postmaster in XXXX said they could track the letter and see who signed for it if it was indeed certified US mail. No one seem to be able to find this number for me. I was getting the same information that I have been- that it was signed and notarized for the county on XX/XX/XXXX of XXXX and that had reached XXXX XXXX XXXX XX/XX/XXXX. Once again I was given the file of XXXX and an index number of XXXX. I was advised to call the XXXXXXXX XXXX XXXX XXXX XXXX by XXXX XXXX clerk of court. 
I tried to call back Synchrony and speak to the attorney program center and the customer service rep could not understand me and would not pursue my request. 

XX/XX/XXXX, XXXX We sent a letter on XX/XX/XXXX to XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX the current hold up with synchrony bank, and XXXX XXXX hoping that he would be able to assist us in proceeding with the loan. 

XX/XX/XXXX we are mailing a letter to the Synchrony bank, attention Attorney Programs detailing our frustration with this event and appealing for assistance with a matter that shouldve been settled by the bank in XXXX. It has been over a year since the initial request for the judgement to be lifted had been made!!

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