Consumer complaint received 2020-02-24
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
XX/XX/XXXX - I received call from Synchrony Bank ( Finance Company ), to ask if I was happy with my recent purchase. The purchase they were referring to was made from XXXX XXXX XXXX in XXXX XXXX on XX/XX/XXXX for a bed and other furniture for a total price of {$9800.00}. 
This is a fraudulent transaction to my account, this was NOT my purchase, nor was it authorized by me. 
The Fraud Department at Synchrony advised me that they would close my account and I would not be responsible for the charges pending their investigation. 
XX/XX/XXXX - I contacted the XXXX XXXX XXXX in XXXX XXXX and spoke to XXXX ( who I believe is the owner ). I explained the situation, and XXXX advised he would look into it and call me back. I never heard back from him. 
I received a letter from Synchrony Bank Fraud Investigation Unit dated XX/XX/XXXX with a Fraud Investigation Form, which I filled out and returned stating that this was not my charge and I had no knowledge of this transaction. As I had received no further communication from Synchrony, I was under the impression that these charges had been removed from my account. 
XX/XX/XXXX - I received an alert from my credit monitoring service that I was over the limit on my Synchrony account, and the outstanding balance is {$9800.00} XX/XX/XXXX - I telephoned Synchrony Fraud Department and spoke to XXXX. No employee will provide their last name. 
XXXX advised that my fraud dispute was DENIED by Synchrony Bank. He said they received correspondence from XXXX XXXX which showed my signature on an invoice dated XX/XX/XXXX, that supposedly matches the signature on this XX/XX/XXXX sales invoice. The ONLY purchase I have ever made from XXXX XXXX was from a store located in XXXX XXXX, CA ( no longer in business at that location ) on XX/XX/XXXX, financed through Synchrony Bank. That account was paid in full as of XX/XX/XXXX, and I have not made any further purchases on this line of credit. 
XXXX advised that the XX/XX/XXXX transaction was an in-person purchase and picked up by the customer from the XXXX XXXX XXXX. He asked me repeatedly, if I was sure that I didnt make the purchase and just dont remember. I can assure you, I would remember a nearly {$10000.00} purchase! 
I requested that Synchrony RE-OPEN the fraud dispute, which XXXX said would take about 60 days. I requested copies of ALL of the documentation they received from XXXX XXXX, as well as to be called by XXXX supervisor. 
I never received notification from Synchrony advising  that they were denying my fraud dispute, I just received a new bill from them in mid-XXXX for the full amount. XXXX said he was surprised I hadnt been sent a letter advising of the status, but he would request that a copy be mailed to me. In addition, he said he would request that a supervisor call me... but, it is up to the supervisor whether they choose to do so. ( Of course, the supervisor did not call me ). 

XXXX suggested that I contact the merchant re this issue. I have left numerous messages for the Manager at XXXX XXXX XXXX, with no response. 
XX/XX/XXXX I received a phone message from XXXX in the Synchrony Bank Fraud Department. I placed a return call to Synchrony and spoke to XXXX. XXXX advised that I could not speak to XXXX, as he only does the investigation, but does not speak directly to customers. XXXX advised that my fraud claim was being denied for the second time, due to compelling evidence they received from XXXX XXXX. Supposedly, the merchant supplied an invoice, application and pick-up receipt all signed by the customer. They claim that the signature on those documents matches my signature from when I purchased the bed in XXXX XXXX over 3-1/2 years ago. They also claim to have a copy of my drivers license. They are claiming the merchandise was purchased and picked up by me. 
Further, Synchrony now REFUSES to provide any so-called compelling documentary evidence to me. Instead, they suggested I go to the merchant in person. 
In my prior conversation with XXXX at Synchrony, he said he would request the documents be sent to me. Of course, they were never sent. 
During my XX/XX/XXXX conversation with XXXX at Synchrony, he actually suggested that maybe the XX/XX/XXXX purchase was a back-ordered item from 3-1/2 years earlier! 
XX/XX/XXXX My husband and I went to the XXXX XXXX store in XXXX XXXX, CA and met with XXXX XXXX. XXXX was unable to pull up any information on his computer regarding this transaction, he said the receipts are archived and he didnt have access. XXXX promised that he would contact the corporate office in XXXX XXXX, XX/XX/XXXX and request that all of the documents be emailed to me. It has been 3 weeks and I have not received a phone call or any correspondence from XXXX XXXX. 
XX/XX/XXXX I telephoned Synchrony Bank : Spoke to XXXX in Customer Service, Employee # XXXX ) She confirmed that my prior AUTHORIZED purchase from XXXX was paid in full as of XX/XX/XXXX. 
XXXX advised that the balance on the FRAUDULENT account is now {$9900.00} ( which includes late fees ). I then spoke to the following individuals : XXXX Employee # XXXX who stated the signature on the receipt matches the fraud investigation form. XXXX XXXX provided copies of receipts to Synchrony via Fax. XXXX asked me if I sign my name in cursive. He also said that Synchrony should have advised me to file a Police report right away. ( XXXX was the person I initially spoke to in XXXX, who never mentioned anything about filing a Police report ). I reminded him that HE had promised to send the evidence to me and never did. He said, that it is against Synchronys policy to provide that information to the customer. I reiterated, that this was NOT my purchase and requested that Synchrony RE-OPEN this Fraud investigation. 

XXXX Employee # XXXX ( Customer Service ) stated it is NOT true that Synchrony will not release evidence provided by a merchant to their customers. 
Transferred to XXXX in the Fraud Department. Employee ID XXXX XXXX is the first Synchrony employee who seemed to actually be helpful and sympathetic. XXXX agreed that filing a police report would be the appropriate course of action. XXXX advised that they received a copy of the receipt from XXXX XXXX XXXX in XXXX. Again, I made a request for Synchrony to email copies to me of ALL receipts and a copy of my ID used by XXXX XXXX XXXX for this fraudulent purchase. ( Unfortunately, that was a week ago, and still no evidence has been sent to me ). 
XXXX spoke to his investigator, and confirmed the case is reopened ( for the THIRD time ). The Fraud Department will review once again. 
This has been going on for OVER four months, and I have had no help whatsoever from XXXX XXXX XXXX ( or ) SYNCHRONY BANK. It actually seems like they are in cahoots on this! The treatment I have received is unbelievable and inexcusable. XXXX XXXX XXXX just ignores me altogether, and SYNCHRONY BANK just plays games and jerks me around, promising to provide information and then refusing. 
I have notified the three credit bureaus and put a FREEZE on my credit. 
I have filed a complaint with the XXXX XXXX XXXX, who advised me that the Merchant has failed to respond to them. 
I have filed a police report. 
I have written letters to both XXXX XXXX XXXX and SYNCHRONY BANK demanding that they share their so called " evidence '' with me, and remove these fraudulent charges from my account, and advise the three credit reporting agencies of same. 
I have excellent credit and this is putting a big stain on my credit, not to mention causing me a great deal of stress and anxiety. How can these companies claim that I made a nearly {$10000.00} purchase, yet they refuse to show any proof? 

My complaint is against the XXXX XXXX XXXX, and SYNCHRONY BANK. I am concerned that XXXX XXXX XXXX may be preying on other unsuspecting consumers with their unsavory and disreputable business practices. I have been a long time customer of SYNCHRONY BANK. Their behavior and treatment of me in this situation has been very suspect as well. 
================================================================= The contact for both companies is as follows : Synchrony Fraud Investigation Dept. 
XXXX XXXX XXXX XXXX, OH XXXX-XXXX  ( XXXX ) XXXX ( XXXX ) XXXX Representative : XXXX ( Employee ID XXXX-XXXX ) -- -- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX Managers : XXXX XXXX ( or ) XXXX Sales Rep : XXXX 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 explanation