Consumer complaint received 2017-11-10
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In XXXX and part of XXXX I was out of town. I was paying my bills on XXXX/XXXX/XXXX. I opened up my Walmart MasterCard statement with the closing date of XXXX/XXXX/XXXX. I proceeded to write a check for the amount of {$3500.00} without looking at the entire statement. I knew at the time that the payment would be late and would be charged a late fee. On the statement that closed on XXXX/XXXX/XXXX my balance on the statement was {$5300.00} including a {$27.00} late fee and {$65.00} in interest. I deducted the first amount from the balance and sent the card {$1700.00}. I did not look at the rest of that statement, knowing I owed on some charges for this month also. On the statement closing on XXXX/XXXX/XXXX I realized I had n't charged anything in the last month. I had been charged {$370.00} for XXXX that I or my family had not purchased. I called Synchrony Bank and talked to a fraud agent named XXXX. XXXX asked me several questions regarding my account. He informed me that I had more XXXX charges on the two previous statements totaling {$2200.00} and that I had more charges on the statement that was closing on XXXX/XXXX/XXXX of {$320.00} in XXXX charges. XXXX closed out the account on XXXX/XXXX/XXXX and issued a new card and number. He also assured me It would be taken care of and not to worry about it. The investigation would take up to 90 days, so I was very nervous about it. I also called XXXX and made a complaint to them and they were going to investigate it too. I was assured by both entities that the process would take time to investigate and to not worry, that I would get reimbursed. When I received my next statement closing on XXXX/XXXX/XXXX Synchrony Bank had reimbursed my account and I had a credit of ( {$2200.00} ) on my new card. I was relieved to see the credit in my favor and believed all was said and done. On my statement with the closing date of XXXX/XXXX/XXXX, I had looked at my statement and Synchrony had put {$2700.00} worth of XXXX charges back on my statement. During this time I had made some purchases for different places in the total amount of {$1000.00} from XXXX to XXXX/XXXX/XXXX. Synchrony Bank only reimbursed me {$320.00} on this statement. My new balance that I owed was {$1400.00}. I called Synchrony Bank and talked to a man named XXXX and he connected me to a woman named XXXX in the dispute department. She told me to just pay the minimum, which was {$35.00} and I did. I made a couple more purchases on XXXX and XXXX of {$2700.00} on a refrigerator and a XXXX XXXX.I sent Synchrony Bank {$1000.00}. I was also charged {$64.00} in interest and late fees charged of {$35.00} on the statement closing on XXXX/XXXX/XXXX my balance owed on this statement was {$4200.00}. On the statement that closed XXXX/XXXX/XXXX my balance owed was XXXX. I had interest charges of {$56.00} and a credit of {$14.00} in rewards. I paid {$100.00} on this statement. On the statement closing on XXXX/XXXX/XXXX my balance is {$3200.00} including interest charges of {$50.00}. I paid {$100.00} on this statement on XXXX/XXXX/XXXX. I received several letters from Synchrony Bank over the last few months. I was told in one that I benefited from use of card/participated in purchases so I am responsible for the account balance. I talk to another man on XXXX/XXXX/XXXX and even after I sent in more documentation from XXXX that they were not my charges, told me I should be responsible for the fraudulent charges because I did n't look at my statements and the charges went on for 4 months, when actually it was only to billing cycles and that I had made payments in full for those two months. I got very angry and upset with this man. I could n't believe he was treating me so bad. All 's I wanted was to have my money reimbursed. I am at my wits end with both the entities. The call from the Bank was recorded. Please help me get reimbursed soon.

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