Consumer complaint received 2023-08-22
Company: SYNCHRONY FINANCIAL
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
On XX/XX/XXXX my PayPal credit card with Synchrony bank had unauthorized charges posted on it in the amount of {$3300.00} from XXXX. I immediately contacted PayPal/Synchrony bank regarding this charge to let them know I did not make this purchase. I was informed that my account would be frozen, a new card would be issued and it would go to the fraud investigation team to investigate. During the investigation, the account would be credited and nothing would be reported to the credit bureaus. After that initial phone call, there were multiple credits, charges, adjustments, balance transfers that Synchrony bank did on this account as well as on the new account they had issued me. Information listed below are all transactions related to XXXX unauthorized charges. You will see how the charges were charged, retracted, re-charged multiple times causing mass confusion : *Statement date XX/XX/XXXX : Trans date XX/XX/XXXX : Original unauthorized charge made in the amount of {$3300.00} from XXXX *Statement date XX/XX/XXXX : Trans date XX/XX/XXXX : Charge on new account in the amount of {$3300.00} Trans date XX/XX/XXXX : Another charge from XXXX {$1600.00} and Adjustment return {$1600.00} *Another statement date XX/XX/XXXX on new account Trans date XX/XX/XXXX : Another charge XXXX {$3300.00} Trans date XX/XX/XXXX : Adjustment {$3300.00} Trans date : XX/XX/XXXX : Credit {$1600.00} Trans date XX/XX/XXXX ( post date XX/XX/XXXX ) : Credit {$1600.00} Trans date XX/XX/XXXX ( post XX/XX/XXXX ) : Credit {$1700.00} *Statement date XX/XX/XXXX : Trans date XX/XX/XXXX : Another charge from XXXX {$1700.00} and Adjustment return {$1700.00} *Statement date : XX/XX/XXXX Trans date XX/XX/XXXX : An adjustment to your account {$3300.00} & Balance transfer to new account {$3300.00} *Another statement date XX/XX/XXXX : Trans date XX/XX/XXXX : Adjustment {$3300.00} Trans date XX/XX/XXXX Balance transfer to new account {$3300.00} *Statement date XX/XX/XXXX Trans date XX/XX/XXXX ( post date XX/XX/XXXX ) Credit XXXX  {$1600.00} *Statement date XX/XX/XXXX : Trans date XX/XX/XXXX : Balance transfer to new account {$1600.00} twice *Statement date XX/XX/XXXX : XXXX balance Following are just some of the dates that I spoke to multiple representatives and was told each time I called that they DO NOT keep documentation of any calls yet the recording when you call states the calls are recorded. Each conversation ended with the same result : We will submit this to the fraud investigation team and you will be notified in writing of our decision. During this process, you will not be responsible for any late charges nor will this be reported to any credit reporting agencies. I called continuously as I would never receive this so-called letter in writing notifying me of their decision. 
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX I finally received a letter on XX/XX/XXXX stating " What we have done '' : 1. Immediately closed the account for your protection and to prevent additional unauthorized charges 2. Notified the credit reporting agencies to remove this account from your Credit Bureau Report 3. Flagged your information in our system to prevent additional accounts from being opened with SYNCHRONY BANK in your name without additional verification 4. Assigned your case to a fraud investigator This letter finally arrived 14 months after the initial fraudulent charges were charged to my account. It has become extremely frustrating and very confusing and now has impacted our means of buying a home as I found out that they did report negatively to the credit reporting agencies 3 times even though I was told multiple times that would not happen and received the letter stated above saying they " Notified the credit reporting agencies to remove this account from your Credit Bureau Report ''. Due to the lack of communication, the frustration and the negative impact they made to my credit, I had to pay off the account so they would not continue to negatively impact my credit.

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