Consumer complaint received 2023-11-12
Company: SYNCHRONY FINANCIAL
State: NV
Product: Credit card
Sub-product: Store credit 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:
Dear Sir XXXX Madam I will try to describe my current situation with my only XXXX XXXX XXXX. I must mention that XXXX is not my first language, so please forgive my shortcomings. 
Recently on XX/XX/XXXX, I spoke over the phone to a customer service XXXX on both of the credit cards regarding a fraud alert and wrong statement balance for charges not authorized or made by me or anybody with authority to charge on these XXXX credit cards by me as a revolving charge with the different services like gym membership, XXXX XXXX XXXX and so forth. 
So for the most part, beginning on XX/XX/XXXX I responded to a text that was sent to me from XXXX of the XXXX credit cards that I currently use as an alert to some suspicious charges for over a XXXX XXXX dollars that were charged on both of my credit cards. That called my attention. So from a balance averaging under {$350.00} a month to went up to over {$1200.00} according to their numbers. I took care of that thanks to the representatives, first XXXX credit card then the other. 
That was ok then. But come Saturday XX/XX/XXXX and there I was again disputing charges, except that this XXXX time I could not speak to the XXXX instead I was transferred to their fraud alert department. Customer service representatives for both banks do not work on weekends. 
XXXX alert representative later hung up on me, because he could not help me based on the fact that on his screen or sheet of balance only disclosed not the charges as they have been originated etc. because the previews account had been transferred over ( on XX/XX/XXXX ) but apparently the charges that I had called about to dispute were there still. He, the person on the other side of the phone could not argue or say nothing about those unauthorized purchases? total confusion and no answers. 
They both advise me to call back on operating days. And so here I am. Please help. 
The creditors involved are : 1 ) SAMS CLUB MC BY SYNCHRONY. Phone XXXX XXXX XXXX SamsClub.com/credit Approx.. monthly gym charge XXXX. with a previews total balance including the XXXX membership was {$650.00} according to the spokes person on XX/XX/XXXX Current balance as XXXX is ( - {$500.00} payment ) on XXXX # ending XXXX posted on XX/XX/XXXX and an existing balance for {$610.00} on XXXX # ending XXXX with a transferred balance on XX/XX/XXXX. for {$700.00} I don't recognize?? 
XXXX XXXX XXXX XXXX XXXX XXXX. Phone XXXX XXXX XXXX www.mypremiercreditcard.com currently disputing a previous balance of {$1200.00} for charges. I do not recognize most charges since the revolving charges for the cellular phone company amounts to less than $ XXXX. plus other charges but due to the lack of accessibility either via app. 
I can not be as exact as I wish. The current balance on this creditor as of XX/XX/XXXX is {$1300.00} XXXX Apologize for the lack of exact amounts but as I mention above due to the lack of access on XXXX and white paper statements I can not provide with such information. 
these creditors do not send mail consistently nor their telephone service work as it should since " only provides '' with limited information. That is, it mentions available credit and balance, it does not provide a cycle period Thank you in advance for your time and effort. 
Sincerely, XXXX XXXX

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