Consumer complaint received 2023-10-12
Company: SYNCHRONY FINANCIAL
State: NC
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:
I received an email from what appeared to be XXXX in XX/XX/2023. This was not unusual as I am a frequent shopper and an XXXX XXXX card holder which allows me to discounts etc. The email looked legitimate to me. 

The message congratulated me for being a loyal customer and I was chosen to participate in a Loyalty Program to receive a free prize. I opened the email and the prize was a portable blender and juicer and all I had to do was to pay shipping cost of {$5.00}. I paid the shipping cost on my Belk MasterCard managed by Synchrony Bank. I was shocked when my Belk statement arrived as there were 2 charges on it that I DID NOT authorize. I immediately called the phone numbers listed on the statement to refute the charges. I was successful in contacting one of the companies which charged me for pictures taken at an airport. After threatening them with a complaint to the XXXX and the Attorney Generals office they removed the charge. 
I was not successful with the second charge of {$82.00} made to XXXX XXXX. The phone number on the statement was disconnected. I then called Synchrony Bank to dispute the charge that I did not authorize. They assured me that they would investigate. I assumed that they would remove the disputed charge. I was shocked when Synchrony bank sent me an email that stated they would not remove the disputed charge because I used my card to pay shipping on the free gift. I asked for proof that they investigated the disputed charge. They refused to provide me any evidence including the phone number and address of XXXX XXXX which led me to believe there was NO investigation. I filed a XXXX complaint on XXXX XXXX and my reply was that XXXX XXXX was no longer in business. 

I have had a Belk credit card for over 37 years and use it very frequently and I have never refused to pay my balance. I simply refuse to pay the fraudulent charge and now Im being harassed by Synchrony Bank calling me several times a day and believe it or not on Sunday mornings. I have called Belk Corporate office to voice my complaint. After many tries I spoke to a person, I was in tears explaining to her how I was defrauded. She reported it and I would receive a call within a week, which has not happened. I have canceled my Belk credit card and currently dont expect to ever carry one again. 
Synchrony Bank has also taken away my privilege of free shipping for Belk customers who charge {$1000.00} or more a year. I spent {$1000.00} in the first 3 months of this year! 
My credit score has dropped from XXXX to XXXX, however my score is exceptional as I pay the balance of all credit cards in full every month. 

I also received an email from XXXX XXXX, which is also managed by XXXX, offering again a free gift. The difference is I used my XXXX XXXX who recognized I was scammed and didnt charge my card a dime. Shortly after my dispute I received an email that said we were late paying our XXXX credit card, we did not receive a statement in the mail at all so we didnt even realize there was a payment due. Amazing how the timing of the missing statement coincided with my dispute with 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 monetary relief