Consumer complaint received 2024-02-28 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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: CO

Complaint narrative:
CareCredit with Synchrony Bank reported my account as delinquent without any notification. I called them to rectify the situation, I explained to them the situation which they said they were sorry and understood. They agreed to a pay-for-delete letter and said I would receive the letter within 30 days and then I could call back and pay off my card. I waited the 30 days and when the letter came, it said that they were NOT going to remove the delinquent charge off of my credit report. By this point I was then 60 days delinquent and my mortgage lender was telling me not to pay the card as they would not remove the delinquent report if I paid it beforehand. I called them again and told them that they had promised this pay-for-delete letter but the only letter I got was them denying to provide it. Again they apologized and promised that they would send a letter to me and the credit bureaus and remove the delinquent report. I was told to wait another 30 days to receive the letter and then call in to pay my card off. Once I received the second letter, it was the same as the first letter, telling me that they were NOT going to remove it and I was now 90 days delinquent. They have continued to lie over and over again, provide false information, report my account when it should have never been reported ( it's medical debt ), tacked on excessive fees when they shouldn't have, refused to let me speak to managers, tell me that they 'do n't have phones in their legal department ' so I can't talk with them, lie and tell me they don't have a credit department. They will not provide all of my statements from the start of me opening the card, will not provide me with copies of the recorded phone calls for proof that they have lied, robo called me multiple times a day and when I pick up and try to talk to them they will admit that it's an automated phone system so they don't even have my account pulled up in front of them so they can't help. 
We are in the process of buying a new home and this has destroyed my credit down to a point that we can't qualify for the loan we need now. I just want to be done with them. I just want them to delete the negative report off of my credit like they continuously promised they would do. But because of their constant lies and inefficiency with properly trained customer service reps, I have become 90 days delinquent as I was told to wait for letters in the mail for my pay-for-delete agreement. Once the letters came, it was just more of their lies. 
They are a terrible business with even worse employees. I was not given adequate information when I signed up for this card and made to feel like it was the only way I could get the root canal that I desperately needed. As a single mom with a limited income, I felt pressured into getting this card. Now I feel scammed and taken advantage of by a company that consumers are supposed to trust in medical times of need. I now know this company has multiple class action lawsuits against them for these exact same reasons, unfortunately I can not join them as my state doesn't have a law that protects me against first party creditors ( which is a whole other issue ). 
Synchrony Bank needs to be held accountable for the livelihoods they ruin. It should be illegal how they run their business.

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