Consumer complaint received 2024-12-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
Synchrony Bank, who had forgiven my debt and verbally expressed that the debt was completely forgiven, no money was owed and that the balance owed is {$0.00} who also issued a 1099-C as well for the XXXX tax year, is continuing to report to the credit bureaus that the debt is still active as a charge off and that the balance is still active at {$2200.00} owed. I have attempted to call Synchrony Bank several times over the course of the last 3 years to rectify this as it has prevented me from being able to get financial assistance, apply for credit cards/loans and has negatively affected me mentally. Every phone call made to them, I am told something different. At XXXX point I was told that the credit would be updated to reflect the forgiven debt status, this was back in XXXX of XXXX. After 6 months my credit was not updated, I again attempted to contact Synchrony to get this resolved. Again I was told that it would be updated and to call them back in 2 weeks as the internal investigation would be complete. I did as instructed, only when I contacted them I was told that the precious person did not properly initiate the internal investigation and that they would have to do this again and to call back in 2 more weeks to check the status. I contacted them in 2 weeks as instructed and was told that the information being reported is accurate to their records. When expressing my concerns about the reporting, I asked again if the debt was forgiven and was reassured that it indeed was. I then asked for this in writing at the time, the agent stated that they can not provide this in writing, when I was told this, I expressed that I wished to speak to a supervisor regarding this matter. The agent refused and then repeated that Synchrony can not send anything in writing and only offered to resend the 1099-C. This all took place between XXXX to XX/XX/XXXX. After believing that my credit report would be updated after all of this, in XXXX of XXXX, almost a year after being told that the credit would be updated to reflect the debt being forgiven. It was still showing the debt as active. I had contacted Synchrony again, the agent spoken to at this point had expressed that another internal investigation would be opened into this situation and would be escalated and to check back in 1 week. I did as instructed and called back, I relayed the situation to the agent and to check the status of the latest investigation, this time I was told the information was to be updated to reflect the forgiven balance and status and to be patient as it is sent to the credit bureaus. I then checked my credit in XXXX of XXXX to see if it had been updated, it still showed the balance as active and nothing that was told to me was updated. I called them back to express my frustration, to this I was told the information was updated and to be patient. I again waited 2 more months to see if this was updated. Again, nothing was updated. It being close to XXXX of XXXX, I was incredibly upset with this, it being over a year and nothing being done and taking a major toll on my mental health. At the end of XXXX of XXXX, I contacted them to try and resolve this, with this agent ( Named XXXX ), I was told the information would be deleted and the account would be deleted as it was forgiven, the agent reassured that in a week it would be updated and taken care of and to call back. I called back after 2 weeks to just be sure enough time was given, This new agent stated that it was not going to be deleted like I was told, I requested a supervisor who also told me that I was given false information by the agent before and the charge off would remain on my credit until XXXX. I had expressed frustration with the supervisor that I have been dealing with this for almost 2 years and nothing is being done. She stated an investigation would be opened, when I asked for a letter explaining this process I was again denied this request. 

Synchrony Bank has caused me nothing but issues over the last 2 years trying to rectify this situation as the account was closed in XXXX and I couldn't repay due to covid making employment difficult. I have been working to get this fixed and updated because it has caused me to be denied credit cards, home loans etc. The amount of stress has caused me XXXX  XXXX to the point of near XXXX. I have been told that if the account was forgiven that my credit should reflect this as {$0.00} balance but Synchrony continues to not give me answers or work to update my credit and also give me different answers every time I call.

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