Consumer complaint received 2022-09-29
Company: SYNCHRONY FINANCIAL
State: NM
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:
On XX/XX/2022 I made a purchase for {$5200.00} at Conn 's XXXX XXXX. This was a differed interest purchase so no interest has been accrued. The minimum payment was {$140.00}. 

On XX/XX/2022 I made a {$3700.00} payment leaving the balance at {$1300.00} On XX/XX/2022 I cancelled a portion of the warranty on the original purchase made on XX/XX/2022. 

As a result of cancelling the warranty, the Credit Card Company Synchrony XXXX counted the cancellation as a second purchase of {$5100.00} on XX/XX/2022. No purchase was made on XX/XX/2022. Fraudulently bringing the total balance on the Credit Card to {$6400.00}. 

Upon noticing this on the statement, I called the Store Manager on XX/XX/2022 who confirmed there was no second purchase, the Store Manager called Synchrony and had their in store Credit Department send the paperwork over to Synchrony and I filed an official dispute with the store. The Store Manager provided me the number for Synchrony at which point I called them twice and filed a formal dispute with their Fraud Department on XX/XX/2022, I was transferred and spoke with the billing department who stated they would cancel the auto-pay for XX/XX/2022 and not debit us for the month as the debit amount was twice the minimum payment due of {$140.00} at {$290.00}. 

On XX/XX/2022 I received a letter via email that stated below. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- " We're here to help you resolve your recently opened dispute claim. '' " Here 's what we've done so far : '' - '' Opened a claim for the disputed charges, If we need additional information, we'll send you a form to complete and return to us. '' - '' Adjusted your account to reflect the disputed amount. You're not responsible for this amount while our review is underway. No fees or interest will be accrued on the disputed charges during the review process. '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- On XX/XX/2022 they debited my account for {$290.00}. 

On XX/XX/2022 I noticed they had debited my account and called the Synchrony Fraud Department. I reiterated the situation and they transferred me to another agent who spoke with my account manager. I asked for them to review the previous recording 's from XX/XX/2022 to confirm the billing department stated they would cancel auto-pay for the month and would not debit my account. They stated that the recordings would have to be subpoenaed. They stated they had no records from the store and I would have to call my bank and file a fraud dispute for the {$290.00} debit. 

On XX/XX/2022, I called the Store Manager again and went over what the Synchrony had told me over our phone calls. I asked the Store Manager where specifically the in store Credit Department sent the paperwork over to Synchrony, he stated he was unsure, however on XX/XX/2022 he had already emailed the in store Credit Department and they confirmed they were working to get it resolved. On XX/XX/2022 the Store Manager emailed the in store Credit Department again early in the afternoon and stated we should hear back before the end of the business day. I asked if the in store Credit Department could provide the specific location or email that they are corresponding to Synchrony with to provide the paperwork proving there was no second purchase. The Store Manager stated that they would attempt to retrieve that information from the in store Credit Department. 

The Store Manager stated that they have seen this a couple of times before where the bank creates a second order on the credit card when there is no purchase made. Again, I confirmed there was no purchase made with the Store Manager and the store only has record of the original purchase from XX/XX/2022. 

On XX/XX/2022, I called my bank and stated that Synchrony debited from my account and reported the transaction as fraudulent. 

As a result of Synchrony creating a second charge on the Credit Card, there has been significant impact to my credit score, in which they have failed their fiduciary duties and must resolve the correct statement balances with the Credit Bureaus. 

Litigation is being considered *Disclaimer I am not currently represented* as Synchrony is not resolving their issue in a timely manner and fraudulently debited my bank account. Additionally, Synchrony stated it would take weeks up to a month for them to reverse the debit. Synchrony stated it would take 60 days for them to investigate this dispute.

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