Consumer complaint received 2025-08-31 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:
I had an installment loan with Synchrony Bank that was due on the XXXX of each month and for the entirety of the loan, I have never paid this account 30 days late. 

My XX/XX/XXXX 2025 statement that I received in the mail for this loan had a DUE DATE of XX/XX/XXXX2025. Payment was made 4 days early on XX/XX/XXXX 2025 in the amount of XXXX. This was the full monthly amount due. Payment confirmation from my bank is XXXX. This date was also confirmed by the lender. XX/XX/XXXX2025 payment was not late. 

My XX/XX/XXXX 2025 statement that I received in the mail with a DUE DATE of XX/XX/XXXX 2025 was then reported to XXXX  credit Bureau by synchrony Bank as being 30 days late as of XX/XX/XXXX. 

From XX/XX/XXXX 2025 ( due date ) to XX/XX/XXXX2025 was only 17 days and my next payment was not even due yet. I had received my XX/XX/XXXX2025 statement with a due date of XX/XX/XXXX2025. 

On XX/XX/XXXX2025 I called Synchrony Bank and spoke to XXXX to pay my XX/XX/XXXX payment in full in the amount of {$1100.00}. XXXX gave me a confirmation code of XXXX. She then stated my next payment would be on XX/XX/XXXX. I stated that she was wrong, that this was my payment in full on the loan. She looked into it again and said yes, I see this is your last payment due on the account. However, this also confirms that my payments are due on the XXXX of the month. 

During this time on the phone I also disputed my credit report with Synchrony Bank. I was transferred to a synchrony supervisor with the name XXXX. I stated to him that I have never paid this account 30 days late and even XXXX had confirmed that it was not being paid 30 days late. By paying my XX/XX/XXXX payment on XX/XX/XXXX2025 XXXX stated it was still only 27 days late. However, Synchrony Bank had reported this account 4 weeks earlier as being 30 days late for XX/XX/XXXX. ( 2 weeks before my due date of XX/XX/XXXX ) I was given a complaint code of XXXX. 

I wanted to file a formal dispute to have this looked into and rectified so I was then transferred to XXXX with an ID # XXXX. He was in the Synchrony 's collections dept. He also confirmed that he didn't see the account as being paid 30 days late and said he was putting in a credit reporting review on my behalf. He stated it would take a few days. 

Also, on XX/XX/XXXX I filed a dispute with XXXX  online to look into this. After about XXXX week XXXX  came back in favor of synchrony bank. I have the report results dated XX/XX/XXXX25. This report shows the date of last payment being corrected from XX/XX/XXXX/2025 ( which synchrony bank initially reported it as ) to being paid on XX/XX/XXXX. This is now correct, however, XXXX  left the 30 day late as being reported on XX/XX/XXXX and also a balance as not being paid. I called XXXX  to again explain that the dates plainly show its not 30 days from XX/XX/XXXX due date to when it was reported as being 30days late on XX/XX/XXXX. The woman representative said she can see it too but I would need to re dispute it and If I had any supporting documentation to submit that as well. 

On XX/XX/XXXX2025 I called Synchrony Bank to try to resolve this issue and spoke with XXXX. I was then again transferred to collections because she said they were the ones who would be reporting my account to the credit bureau. I spoke with XXXX in collections and he stated that he didnt see any late payments in their system so he had to transfer me to customer service who could send the confirmation to the credit agency since there was nothing in the collections dept. I was then transferred to XXXX ID # XXXX. He was in the installments customer service dept. He also stated he did not see anything late being paid and since there was nothing in their system showing I made anything late there was nothing he could send to me or the credit bureaus to correct any situation I might have. He said there was nothing to send. So here I am bouncing back and fourth between XXXX  and synchrony bank. Neither one would take any responsibility for correcting this issue. XXXX then stated he would submit another credit bureau review and that it would take 30 days. 

Also, on XX/XX/XXXX I again filed another dispute with XXXX  for this account. This time I uploaded all the necessary documentation with XXXX 's statement, XXXX 's payment, XXXX 's statement, XXXX payment in full and all my notes of who I spoke with at synchrony Bank with all my confirmation codes and complaint confirmation # 's. 

On XX/XX/XXXX my results from XXXX  came back again stating that what synchrony bank is reporting is accurate. The dispute report again shows XX/XX/XXXX payment being made ( early for my XXXX due date ) and XX/XX/XXXX my account being 30 days late. ( 17 days apart from my XX/XX/XXXX to XX/XX/XXXX date. ) On XX/XX/XXXX2025 I called XXXX  and spoke with a supervisor named XXXX with ID # XXXX. He stated that there was nothing XXXX  could do to fix the situation because the lender keeps stating that the information is accurate. I stated that anyone with two eyes can see that the dates being reported are not 30 days apart and that they are printing up a report from my dispute with results that state 17 days ( before payment was due ) as being 30 days late marked on my credit. All of which was before my payment was even due on the XXXX. XXXX the supervisor then said they can not do anything to change the report if the lender keeps reporting it that way. I asked him what the purpose was of reporting a dispute and conducting an investigation with XXXX  if XXXX  can see the information is wrong but will not change it based on the lenders inaccuracies. Where was the consumers protection in a matter where the lender has it wrong? I also stated that XXXX  is just regurgitation the same false dates without doing any due diligence. And that anyone who can check a calendar can see the reported dates are not 30 days apart. He said they can not change anything unless the lender changes it and I could contact the lender or file another dispute with them, but if the lender denies it then they still can not fix it. XXXX did however conceed that what he saw also was not 30 days but that XXXX  just reports what the lender again reports even if it is a dispute. That the lender has to correct and agree with the dispute, not XXXX. This is bad practice and illegal to continue to report something you can clearly see is false. I told him to notate on my account that I am contacting CFPB and reporting both Synchrony Bank and XXXX  in this matter. That they are illegally reporting false late dates when it can clearly be counted on a calendar that this account was not 30 days late, and that it was reported late even before my next payment was due. I explained to him that he can see their own investigation in the matter ( report results ) showing payment made on XX/XX/XXXX for a XX/XX/XXXX due date and then marking XX/XX/XXXX as my account 30 days past due. That is false!! Also XXXX  's report as of XX/XX/XXXX still did not show my account being paid off in full. As of now my account still shows a balance due.

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 monetary relief