Consumer complaint received 2025-07-25 00:00:00
Product: Credit card — Store credit 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: PA

Complaint narrative:
CFPB COMPLAINT XXXX  FAILURE TO CORRECT MISLEADING CREDIT REPORTING * * Complainant : * * XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX DOB : XX/XX/XXXX SSN : XXXX * * Subject of Complaint : * * XXXX  Failure to Accurately Report Credit Utilization and Refusal to Correct Misleading Closed Account Information * * Date of Dispute : * * XX/XX/XXXX * * XXXX  Confirmation # : XXXX XXXX XXXX XXXX XXXX Entities Involved : * * - Credit Bureau : XXXX  XXXX XXXX XXXX - Furnisher : XXXX - Account Number ( last 4 digits ) : XXXX  XXXX - Disputed Account Balance : {$3400.00} - Credit Limit : {$4100.00} - Account Status : Closed by Credit Grantor Complaint Narrative : I am filing this complaint against XXXX  for its failure to correct misleading and materially inaccurate credit reporting regarding a closed revolving account with XXXX. 

On XX/XX/XXXX, I formally submitted a dispute to XXXX  requesting correction or removal of a XXXX account that is skewing my credit utilization rate. The account is closed by the credit grantor, yet XXXX  continues to report the balance of {$3400.00} without counting the {$4100.00} credit limit toward my available revolving credit. 

This misreporting artificially inflates my revolving utilization to over 90 %, when my true utilization ( excluding this closed account ) is only 1.5 % {$57.00} used out of {$3800.00} available. This discrepancy has a severe negative impact on my FICO Score, lowering it by an estimated XXXX to XXXX points, despite my excellent payment history and low active utilization. 

In response to my dispute, XXXX  did not delete the account or correct how the account is calculated. Instead, they merely added the notation Account Closed by Credit Grantor and reported the account as Pays as Agreed, but made no changes to the fields that affect credit utilization. As a result, the account remains misleading and continues to harm my credit standing. 

This violates my rights under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681i and 1681e ( b ), which require credit reporting agencies to : - Maintain maximum possible accuracy in consumer reports - Correct or delete incomplete or inaccurate information following a dispute - Fairly reflect data in a manner that does not mislead potential lenders Despite XXXX  knowledge that the credit limit is not being factored in due to the closed status, they refuse to remove the account or update it in a way that accurately reflects its impact on my credit profile. 
What Would Resolve the Issue : I request the CFPB require XXXX  to : 1. Delete the XXXX account from my credit report entirely under FCRA 611 , as the account is closed and no longer relevant to active credit use ; OR 2. Correct the reporting so that the {$4100.00} credit limit is included in my revolving utilization ratio despite the " closed by credit grantor '' status in line with how FICO scoring models are designed to treat closed accounts with balances.

3. If the account is not deleted or corrected to update the {$4100.00} credit line amount available, I demand XXXX  provide all documents they used in reporting this account and used during my dispute investigation. 
Supporting Documents Attached : - Copy of my formal dispute letter dated XX/XX/XXXX - XXXX  dispute results ( Confirmation # XXXX ) - Credit report summary showing misleading utilization and FICO score impact

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