Consumer complaint received 2023-04-27
Company: SYNCHRONY FINANCIAL
State: NV
Product: Credit card or prepaid 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:
On XX/XX/XXXX I started receiving emails that a purchase was made using my JcPenney card. I immediately called and was told there was nothing they could do while they were pending. I was then transferred to fraud and they closed the card and said they would check the transactions once they posted. I ended up receiving a letter a few weeks later that said they were just authorizations but nothing posted which was incorrect. Once of the pending transactions ended of posting for {$54.00}. 
I then called back on or around XX/XX/XXXX to asked about the transaction. The offshore fraud agent I spoke to told me I was wrong and that I did the transaction and there was nothing fraud. He told me the amount owed had just been transferred from another closed card with JcPenney. I continued to explain to him what happened and that I wanted the dispute reopened or I wanted to file a dispute on the {$54.00}. He kept trying to transfer me to customer service and I told him there was no point and that I wanted to file a fraud dispute. He mumbled something and told me fine he would close the card. He did whatever he did in their system and told me it was filed. On XX/XX/XXXX I received a letter stating they closed my card, issued a new one, temporarily credited the disputed amount ( they never provided any provisional credit at all ), and notified major credit bureaus ( which they did not do either ). 
I waited until XX/XX/XXXX and reached out via message on their website to inquire about the case and said my next step was to file a complaint. Instead of helping me they just forwarded my case to the office of the president or their corporate office. 10 days later, XX/XX/XXXX, I received a call from someone named XXXX XXXX who said she was handling my case. She told me she had all the info and was going to get it taken care of. I asked about the charge and it making the account past due and credit. She said once it was completed, they would take care of all that. 
I have not heard a word back since that call. On XX/XX/XXXX, I called XXXX XXXX at the number she provided to me which is XXXX XXXX. I left a message asking for an update. As of today, XX/XX/XXXX I have not gotten a response. Due to the carelessness of the previous agents that I spoke to and now by XXXX XXXX, my account is showing past due 60 days, was reported to all 3 credit bureaus as past due and dropped my credit score over XXXX points. This negligence is unacceptable. They never followed through with one thing they were going to do and have now caused problems with my livelihood, my finances and my reputation. This card did not have a balance other than the fraudulent charge and had they provided provisional credit as stated, this would have never shown past due and would have never been reported to credit bureaus. On the message I left for XXXX XXXX, I asked that all fees on the account be reversed immediately, provisional credit be issued and all notifications to credit bureaus be rescinded immediately. None of this has been done. I want this charge reversed, all negatives sent to credit bureaus removed immediately and the card closed.

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