Consumer complaint received 2023-07-23
Company: SYNCHRONY FINANCIAL
State: TX
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:
I am writing to file a formal complaint regarding the fraudulent charges and the subsequent mishandling of my case on my Lowes Consumer Credit Card, managed by Synchrony Bank. I have made numerous attempts to resolve this matter, but unfortunately, I have encountered significant delays and unsatisfactory responses from your customer service representatives. I hope that by detailing the events that occurred, you can better understand my frustration and help bring about a prompt and fair resolution to this matter. 

On XX/XX/2023, I received a text alert notifying me of fraudulent activity on my credit card. Immediately, I confirmed that I did not authorize these charges and received a call from Synchrony Bank 's representative. The fraudulent charges were as follows : 1.XX/XX/2023 : - 4 charges in small amounts under {$100.00} - {$2000.00} - {$860.00} - {$210.00} - {$640.00} Synchrony Bank, to their credit, did credit my account for these unauthorized purchases. However, the ordeal did not end there. On XX/XX/2023, four more charges were placed on the account, totaling : 2. XX/XX/2023 : - {$1000.00} - {$1900.00} - {$2000.00} - {$1000.00} Once again, these fraudulent purchases were made at various Lowes stores throughout Texas, and they were all for gift cards. I was assured by the Synchrony representative that these new charges would be addressed by the fraud division, considering they were aware of the initial fraudulent charges on XX/XX/XXXX. As a solution, they offered to close the existing account and open a new one. 

Regrettably, this only led to further issues and delays. My previous balance of {$4000.00}, for which I had been making monthly interest-free payments for 12 months, was rolled over to the new card along with the four additional fraudulent charges made on XX/XX/23. The old card was canceled on XX/XX/2023, and the new card was activated on XX/XX/2023. 

After receiving a letter stating that the fraudulent charges were under review, I diligently followed up on multiple occasions with your customer service department to inquire about the status of the investigation. The dates and responses I received are as follows : - XX/XX/23 : Contacted customer service to ensure the complaint was registered.

- XX/XX/23 : Inquired about the status and was told to wait 15 more days.

- XX/XX/23 : Called again and received the same response, requested to note each call.

- XX/XX/23 : Made another inquiry, and the response remained unchanged.

- XX/XX/23 : Received an email stating that the fraudulent claim was approved, and I would receive a credit within 10 business days. 
- XX/XX/23 : Called to inquire about the credit not being received, discovered my account was locked, but the representative provided a code to request an unlock. 
- XX/XX/23( later ) : Called again with the code and spoke to a female representative, who couldn't unlock the account and insisted on closing it and issuing a new card. 

This constant back-and-forth and miscommunication have caused me an enormous amount of frustration and wasted time. I genuinely believe that this entire issue could have been resolved much earlier if proper attention had been given to my case. 

Moreover, despite the assurance that the fraudulent charges were approved for credit, I have been charged interest fees on these unauthorized transactions, totaling {$130.00} in my XX/XX/XXXX statement, {$130.00} in my XX/XX/XXXX statement, and an additional {$200.00} balance transfer fee on XX/XX/23, which I have no knowledge of. 

I kindly request that you thoroughly review my account 's history, including call logs and correspondence, to understand the inconvenience and distress this situation has caused. My primary resolution remains the same : I expect my account to be credited for the four fraudulent charges made on XX/XX/23, along with the interest payments and the {$200.00} balance transfer fee. 

I hope that you will handle this matter with urgency and transparency and take appropriate steps to rectify the situation promptly. I have been patient and cooperative throughout this ordeal, and I expect the same level of commitment from your end in resolving this matter. 

I kindly request a written response within 14 days of receiving this letter, confirming that my account has been credited appropriately and explaining the actions taken to prevent such issues in the future. 

Thank you for your attention to this matter. I trust that you will address my concerns promptly and restore my faith in Lowes Consumer Credit Card 's customer service.

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