Consumer complaint received 2023-05-25
Company: SYNCHRONY FINANCIAL
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Since discovering the unauthorized suspected hacking and/or cloning or duplication of my Synchrony Care Credit and duplication of my Synchrony PayPal card in XXXX to present, Synchrony has not followed either their contractual agreement to not allow for unauthorized cards without notifying me OR followed any of the Consumer Protection Laws filing a anti-money laundering suspicious activity reports. As shared with 2 other banks, FBI, IRS, Attorney Generals in XXXX, XXXX and XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX local and state police- I am certain reports were never filed because I would have been investigated as the crimes were conducted using identity fraud in both of these accounts.

1. In XXXX, my Care Credit card was resolved when Synchrony learned my XXXX for my XXXX  XXXX was used to illegal transfer funds. The criminal had no idea the insurance check from XXXX for XXXX was in transit from my home in XXXX  to Care Credit. Therefore, the hacked payments of XXXX authorized by me took 2 reports for you and I to know the balance was paid in full by a criminal who assumed their hack of the XXXX monthly payments would go to their account. Instead, the insurance paid XXXX in full and there would be no more than 3 payments of XXXX. However, I did not know this balance was paid. I found log in information for carecredit on my computer with an unrecognizable log in. In fact, I never set up an account page, just auto payments of XXXX from my XXXX XXXX XXXX to Care Credit. According to XXXX    XXXX XXXX XXXX desk agents in XXXX, this is a common crime in laundering. 
2. I was one of the first consumers to own PayPal for primary use on XXXX in XXXX. 
My record is spotless and I actually ( age XXXX ) didn't realize it was a credit card, thought of it as a transfer funds for the longest time. Therefore, I have no record in 19 years of transferring funds to my PayPal, especially XXXX in and out of my XXXX XXXX XXXX ( now owned by XXXX ) to a PayPal card. I have no record, however, according to the teller at XXXX in XX/XX/XXXX, while under a restraining order, XXXX XXXX accessed and duplicated my PayPal to what I know suspect is laundering over XXXX. I asked the XXXX XXXX XXXX XXXX where did the money go? She said your PayPal. Please review my records. It did not go to me. However, I have submitted the dates and amounts using XXXX as shared by XXXX XXXX XXXX staff is Joint Venture ( XXXX ). Simply depositing funds in my individual account allowed the suspect access to my account. I lived in XXXX  and was charged in XXXX, XXXX  for a balance inquiry. I originally thought he took funds from my account, however, IT WAS ALL unknown deposits and withdraws to PayPay credit aka identity fraud or using my name to commit crimes. The police don't care, or help. 
Beginning this horrendous hamster wheel in XXXX, XXXX XXXX ( location of XXXX XXXX  ) told me to go to XXXX  XXXX PD as I live there, stating the law recently changed. XXXX  XXXX said XXXX XXXX was lying. Economic crime unit in XXXX XXXX, home of the criminal but also XXXX XXXX  during tracked transactions, said they'd get back to me, but nothing. FBI agents in XXXX XXXX  said, not much I can do. FBI XXXX- collectively ( there's ALOT more than Synchrony Bank ) duty agent and cyber crime expert said, " this is obviously fraud. '' XXXX XXXX responded that I am obviously the victim of crimes and should notify police. The chief of police in XXXX, XXXX  said, " now you have to prove he was sitting in a chair in XXXX when he committed these crimes using your identity. '' XXXX. Without records from Syncrhony as to where my funds went, XXXX XXXX redacted with a mercant ID ending XXXX that is not my account. on XX/XX/XXXX XXXX was processsed to where. You can not redact my records from my account. 
4. PayPal hired attorneys to serve subpoenas to recoup funds from consumers. I had to take a day off of work, go to court, present to a judge that I need records to see if I owe PayPal or they owe me given the XXXX of unauthorized transfers. The overburdened judge agreed. I would rather have relentless emails and phone calls than lawyers making money to cause more trauma, more loss to consumers when PayPal needs to release records IN MY NAME. Then, only then will anyone help me clear my name. This is clear laundering. Money in/out, no idea where it came from totaling XXXX from XX/XX/XXXX until XXXX XXXX when I closed the XXXX  account before their merger. Fortunately, I have my records from XXXX. I've spent years asking XXXX XXXX XXXX, who blamed the merger, XXXX XXXX, blamed XXXX, The XXXX XXXX XXXX said there were crimes, go to the police. WITHOUT non redacted records I can not go anywhere. 
5. I have a court date XX/XX/XXXX sued by Synchrony Bank. The attorney 's office needs to stop and Synchrony Bank most recently told me to tell their fraud XXXX, who said I benefitted. I HAVE XXXX PAYPAL account since XXXX. Please locate any and all accounts in my name used to commit crimes ( ID XXXX on statements ) from XXXX to present.. 
6. Send me a statement for court that we continue to identify my balance and your balance to me again as with Care Credit. You must look for accounts in my name, as it was either cloned or hacked. I have no record on my Care Credit or PayPal that matches what you found. You can't keep the records or not work with me and then send a sheriff to my house with a subpoena twice. Its awful and abusive.

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