Consumer complaint received 2022-12-22
Company: SYNCHRONY FINANCIAL
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2022 I received a text alert that my card was used for a purchase at XXXX for {$100.00}. I immediately called ( on XX/XX/2022 ) and reported the charge as fraud. I spent well over an hour, confirming that I still had the card and I did not make any purchases. Prior to the fraud, card had a XXXX balance. The representative told me that he filed a fraud report ( have screen shots of chat ) and that I wouldn't be responsible for the bill pending investigation and that the card had been cancelled and a new card would be recieved within ten days. On XX/XX/2022, I received another text stating my bill was due. I called again ( on XX/XX/2022 ), after finally getting to a XXXX in the fraud department which took another hour, I was told that the representative I spoke to in my first call didn't actually file a fraud claim and instead listed my call as a lost card. I informed the XXXX that I never recieved a new card and the sent a new one via XXXX. I was unable to login to my account between XX/XX/2022 and XX/XX/2022 due to not having the new card. On XX/XX/2022, I recieved another text message that my account was now deliquent and would be reported to credit agencies. I once again called and spent almost two hours on th phone and was transferred to 4 different representatives. I was told that there was nothing they could do because they have 30-60 days to determine the outcome of my fraud claim which they said began on XX/XX/2022. Not the XX/XX/2022 date of when it was initially reported. This gave the company an additional 30 + days with no recourse for me. The credit card company has now added the fraudulant charge TWICE to my account along with late fees and interest. The bill is now {$230.00}. When I spoke to the XXXX on XX/XX/2022 I was told that they had to add the fraud charge to my account twice and I would know within 60 days if they agreed this was a fraudulant charge. I informed them that I filed the claim on XX/XX/2022 and have proof that I said it was fraud. They said there is nothing they can do about that and that if they decide in my favor I won't be responsible for the charge. No one could explain why the fraud charge was added to my account twice - once on XX/XX/XXXX and again on XX/XX/XXXX. I have no history of XXXX charges and I can no longer see the initial fraudulant charge because when they send you a new card- you are required to create a new account and do not have the history to your previous account. I have spent 5 hours between three phone calls while this company continues to add charges, fees and interest and provides no insight or assistance into what is happening on my account in my name. They have reported this balance to the credit agencies. I have never seen a credit card company act in this manner. ALL OF MY CARDS ARE PAID IN FULL EVERY MONTH and I value my credit. This card, opened at a XXXX 's XXXX  many years ago was for a promotional membership and has a credit limit of {$300.00}. This is now appearing as a " high balance '' ratio on my credit score since they've added the fraud chargetwice along with late fees and interest.

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