Consumer complaint received 2024-03-25 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with customer service
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I applied for credit at XXXX XXXX XXXXXXXX. XXXX 'XXXX  XXXX submitted the application to Synchrony bank with the incorrect name and address. The credit was approved with my social security number but the wrong name. It should have been caught and denied, especially since I have another account at Synchrony Bank already. When the manager gave me the approved credit. I noticed the name and address were wrong. I told the manager XXXX about the mistake and he told me he corrected it. Later I received an email that stated my bill was past due, but I never had received a statement or the credit card. I immediately called Synchrony Bank and spoke to XXXX on XX/XX/2024 to let her know that I hadn't received a card or statement. When XXXX tried to verify my identity, XXXX determined that the card had been issued to the wrong name and address. XXXX said she would send some mail to my correct address and that the card had not been activated and there were no charges. But had to be incorrect, because they were saying I was past due. I did get tires that were charged to the card in the amount of XXXX, but because the gave credit to the wrong name at the wrong address, which should have never happened, I wasn't receiving the bill. The paperwork she sent is requesting me to send a copy of my ID to them. Because this is already a mess and they used my social with the wrong name I am uncomfortable sending my license through the mail and they will not put my correct last name on the credit even though it was their mistake. I verified with them all the questions they asked me on the call and they still will not put my correct name on the bill, but they had no problem changing my address to the correct address. On XX/XX/2024, I went to XXXXXXXX XXXX XXXX  to ask for help since the problem originated with them in the first place. XXXX the store manager called Synchrony Bank and spoke to a rep, they wanted to speak with me, and I verified my identity by answering all their questions, but still got no where. I asked for a supervisor and they gave me to XXXX employee number XXXX. XXXX told me I could fax my ID instead of mailing it. I had already proved who I was verbally, and XXXX XXXX XXXX  were telling them it was XXXXXXXX XXXX XXXX mistake but XXXX refused to acknowledge it. I asked why Synchrony would approve credit with a name that did not match the social, and why Synchrony would approve credit since I have another account with them. She was less then helpful and when I asked to speak to someone else that would listen to what I was saying, she told me there was nobody else, she was at the top. I ended the call very upset that I am being put through all this when it should be a simple fix between the two companies that made the mistake, not me. After all that I was told that the other manager named XXXX that helped me at the tire store originally and he is the one that made the mistake had been transferred to another store. I then went to that store immediately and XXXX called Synchrony in house using a direct line to Synchrony. I am not sure who XXXX spoke to, but they wanted to talk to me. The guy on the phone kept calling me by the last name that is not mine. I corrected him 4 times and I became upset. XXXX took the phone XXXX told them it was his mistake, and he had my ID in his hand and they still would not correct the problem. I do not want my credit destroyed because of the XXXX 's Tire error and Synchrony Bank error. This should have been easily resolved by Synchrony and XXXX 's XXXX. The situation has cause me to be sick and worried about my credit, who got the other card and where was it sent. I just want it resolved and acknowledged that it was an error caused by them and fix it and apologize for the way they treated me.

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 non-monetary relief