Consumer complaint received 2020-07-24
Company: SYNCHRONY FINANCIAL
State: CA
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:
In XXXX I have called Synchrony credit card and requested the closue of all the Amazon cards. They never did. On XX/XX/XXXX I have received a statement from Amazon.com ( Synchrony credit card ) for a charge made on XX/XX/XXXX Amazon Digital Seattle Prime Instant Video Membership XXXX {$9.00} that I have never opened or used. This does not even show into my Amazon account so I can't cancel from my account. I have called the credit card, requested an investigation, asked for the account and membership to be closed since I was not getting anywhere with Amazon. I talked to XXXX XXXX ( ID : XXXX ) who has informed me the charges would be reversed and then connected me with the Fraud department, reference XXXX. The Fraud department, instead of assisting me to address the issue at hand and close all cards opened under my name were trying to convince me to keep a service that I have no idea what it is and never have used. They asked me if I think this is identity theft. Obviously someone is using my card that I have never used and opened an account with Amazon that is not linked to my account. After one hour of back and forth they assured me the account will be closed and charges reversed. Synchrony never reversed the charges or closed this fraudulent subscription. In contrary, they have opened another account on my behalf, without my consent or authority and a new card was sent to me. Today I have received another statement for the same service charged on XX/XX/XXXX Amazon Digital Seattle Prime Instant Video Membership XXXX. I have called Synchrony bank and talked to XXXX who refused to provide me with her ID. She transferred me to the Fraud department, which is obviously located in another country, and I talked to XXXX XXXX ID XXXX ). She refused to file a dispute or close my account. She stated that the Fraud investigation didn't think it was a an identity fraud since I have opened this account in XXXX. Yes, I did open this account in XXXX, requested to be closed in XXXX ( which they did not ) and there is a fraudulent charge in my card that needs to be investigated. The Fraud department didn't investigate the charges and let them continue. I have requested to talk to a manager and after 20 min  hold I talked to XXXX ( IDXXXX ). After back and forth he agreed to close my account. However, he stated he can't open a dispute against the charges, though he is in the Fraud department. Strange. He told me to call tomorrow the Fraud Investigation. This is what I did last time and nothing happened. Obviously Synchrony is hand in hand with Amazon and scams people and they refuse to close the accounts. I am appalled by this scheme and require an investigation and the closure of this fraudulent account. The only thing I saw Amazon added on my behalf on XX/XX/XXXX and I closed immediately was Amazon music settings and even though I have cancelled ( see evidence attached ), they still add it each month to my account.

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