Consumer complaint received 2019-12-04
Company: SYNCHRONY FINANCIAL
State: NY
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:
In XXXX of XXXX a syncrony bank care credit card was opened up. There was only 1 charge made to that card in the amount of {$3800.00} this card offered a promotion for no interest for 24 months. I have been making payments every month and on time. Upon reviewing the statement I had noticed that there were numerous purchase that were made that I did not do. Nor did my husband do who is the primary account holder. I immediately contacted syncrony bank and advised them of these fraudulant charges. The account was closed and new cards were issued ( which I would like to also state that the new cards they sent us at first were closed accounts ) we were told that they closed the accounts completely on us. I complained that that is not right to do as we did not cause these fraudulant charges and why should we be penalized? They eventually sent us another set of cards which are open ( but I don't no that for a fact because we have not made any purchase on these new cards ). They tell us now that the account is back open. It has been a horror show since this happened. My balance is completely incorrect and they are arguing with me that my balance is {$1400.00} when the balance should be {$970.00}. I have spent numerous hours and days on the phone with them being transferred to different departments. Customer service, then on hold then to the investigation unit, then on hold then to the fraud department then on hold then back to customer service. Hours upon hours and days upon days trying to resolve this issue. I have been given incorrect information as well many different times. In addition to this my minimum payment has always been {$160.00} per month as the balance goes down so should the minimum payment however I was told at one time that I had a minimum payment of {$400.00}. I have been running circles with this bank and it is has gotten to the point where I am completely fustrated. Today XX/XX/XXXX I called again to try and retify this and explained with one purcahse and making all the minimum payments and sometimes more than the minimum it's very simple to understand what my balance is being there is no interest on this card. I was told there are interest fees and late fees accessed to the account ( which should not be because I was also told in the beginging not to make any payments until the investgation is complete ) ( 3 months ) and they promised not to charge any late fees. I made sure of this but they still did. Even reversing the interest that shouldnt have been charged and reversing the late fees still leaves the balance incorrect. Upon being fustrated and getting all types of different answers I wish to complain about this bank. I was also told at one point that the credit reporting agency called them and told them the whole account is fraud. I told them no I never said that. I immediately called XXXX  and asked why they did that and was told from XXXX  they do not make calls to banks and report this. I am beyond aggravated as I want to pay this bill off and get rid of it already but not at an incorrect balance. I would also like to note my husband is the primary cardholder XXXX XXXX in case they need to look this up through the primary account holder even though I am co-applicant.

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