Consumer complaint received 2023-03-12
Company: SYNCHRONY FINANCIAL
State: MO
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:
My HSN ( Home Shopping Network ) account was hacked back in early XXXX of XXXX. 
The hacker gained access to my HSN account and used my HSN Synchrony credit card that was on file, and purchased an XXXX XXXX XXXX, XXXX. This was obviously an unauthorized purchase / transaction. The purchase date was XX/XX/XXXX, and the HSN order number was XXXX. I found out about the unauthorized purchase after receiving a Synchrony Credit Card bill for {$970.00}. I immediately contacted HSN and filed a fraud complaint. HSN took all of my information and indicated they would take care of the problem. I ended up receiving another Syncrhony credit card bill, and I contacted HSN immediately again. I was then told that I needed to contact Synchrony Financial because they are the ones that are holding the debt. 

I will provide all the details on what all has transpired with Synchrony, but in short, they are not accepting my fraud claim ( s ). I have filed 5 ( yes five ) different fraud claims and they simply provide back the same response indicating either or both ... '' the merchandise was delivered '' and/or " I participated in or benefited from the purchase ''. Both of these responses are completely false, as explained further below. I also filed a police report with XXXXXXXX XXXX  XXXX Police Department ( case # XXXX ). The investigating offers were XXXX XXXX and XXXX XXXX on the report. XXXX phone number XXXX. All of the police report information was provided to Synchrony Financial as well. 

There are some very strange things that transpired with the so called delivery of the package by XXXX, which I have brought attention to in all of my Synchrony fraud complaints and documentation, however Synchrony has never provided any investigative details or information regarding my specific concerns and comments. Synchrony financial simply responds with the same brief form letter and same brief responses. 

In addition to my HSN accounted being hacked, this is also what has transpired. 
According to XXXX, the item/package was delivered to our residence on XX/XX/XXXX at XXXX XXXX. XXXX indicates it was an " Inside Delivery '' and package was " Received by '' a person by the name of " XXXX XXXX ''. We know nobody by the name of XXXX XXXX. My wife, XXXX children, and myself were home that evening. Our XXXX camera never went off, and we never received any XXXX  notifications about activity or motion ( ie. package or delivery person ). The doorbell never rang. Again, we know nobody by the name of " XXXX XXXX ''. We certainly do not have strangers in our home accepting packages. XXXX said it was an " inside deilvery '' and was accepted by a person we have never heard of ( XXXX XXXX ). I have screenshots of alot of this information that I downloaded off of he XXXX website. I also have some copies of prior fraud forms I have provided Synchrony Finanical. This is ALL completely inaccurate information that was captured in the XXXX system regarding the delivery. All of the information about the delivery is inaccurate, and I have conveyed all of these details, via signed affidavit to Synchrony Financial via their fraud forms on 5 separate occasions now. I have come to find out that XXXX delivers packages to the wrong address fairly frequently, and the actual address of where the package is delivered is not always updated in the system. XXXX does not take pictures of the delivered packages, however XXXX does. If XXXX would have simply taken a picture of the delivered package, I would not bee in this mess. 

Despite the HSN account Fraud, and all the aforementioned strange details about the delivery having been conveyed to Synchrony, they continue to ignore it and do nothing. I actually don't think they are doing any investigation whatsoever, despite them responding and saying ... '' after concluding our investigation ''. It is all just words with no real action behind it. They are merely hanging there hat on the inaccurate information that the package was delivered to hour home according to XXXX. Had it been, it would have been returned ASAP to avoid having to pay the {$970.00}. I should not have to pay for something I did not order, or even receive in this case. Absolutely ludicrous. 

I am XXXX years old and have never had an upaid bill or bill collection in my entire life. I am not a criminal and do not have any kind of a criminal background or record whatsoever. This entire situation has been completely frustrating, time consuming and tremendously upsetting. I will gladly participate in any discussion, questioning, polygraph, arbritation, or court preceeding regarding this matter... .and so will all members of my family. If we need something, we buy it, legally. 

Please help me with this. I need more than just somebody helping me to get them to respond. They will respond. That is not the problem. The problem is they are not listening to me or understanding all the crazy things going on with the order and delivery. I feel like I am being bullied by Synchrony Financial and taken advantage of. This should not be happening like this. I tried to actually get a local news channel to interview me and do a story on it but they were not interested. Apparently it was not big enough of a local story. 

Best Regards, XXXX 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