Consumer complaint received 2022-05-21
Company: SYNCHRONY FINANCIAL
State: CT
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Synchrony Bank XXXX XXXX XXXX XXXXXXXX XXXX  XXXX XXXX XXXX XXXX FL XXXX XXXX XX/XX/XXXX I was charged for some sort of insurance by XXXX XXXX according to my statement. This charge occurred in XXXX XXXX XXXX. 

XX/XX/XXXX - XXXX XXXX XXXX {$710.00} XXXX XXXX XXXX XXXX {$610.00} XX/XX/XXXX XXXX XXXX XXXX {$610.00} XX/XX/XXXX XXXX XXXX {$610.00} Interest to date on these charges from Sychrony Bank XXXX approx {$180.00} I paid these charges without looking at my statement. I was in a divorce ( starting XX/XX/XXXX where my husband had removed me from our insurance ) I was under emotional distress due to this divorce process and my husband was finally arrested in XXXX XXXX for harassment. I opened my XXXX statement and saw the XX/XX/XXXX charge and then looked back to find the above charges. I did not know who XXXX was or XXXX XXXX. I did some research online and found that there were several reports of insurance fraud reported regarding the XXXX XXXX. I located several different phone numbers associated to this company. 

As I have no paperwork, email communication or otherwise from XXXX XXXX XXXX XXXX had no way to contact them. I attempted to call the numbers I found on line. Either they were no longer in service, or the numbers were associated with another company or I was on hold for over XXXX hours with no contact from anyone. After these attempts to contact XXXX XXXX XXXX XXXX made a fraud report to the above named credit card company and submitted paperwork provided on their website to report the fraud. I decided to cancel my credit card in XX/XX/XXXX and reopened a new account. 

I have been denied my claim 2 times. I have offered to submit the information regarding the fraud reported online. I have requested to see any and all paperwork that Synchrony Bank has from this company as this is the reason the Fraud Dept. representatives tell me my claim has been denied. I was told to go to the local XXXX Police and report the fraud. I did so and the officer explained to me that there was nothing that XXXX could do to help me. I called the Synchroncy fraud dept again and was told I should try to get a notice that I did report a fraud, and that it might help my case, but there was no guarantee. I requested again to see any paperwork. I was refused. 

I have requested a third time for this case to be opened for to be rebated my payments for these charges. I did pay them as I did not look at my statement and simply paid the bills. I have ALWAYS paid my bills. I have an excellent credit rating. I have no problems with any credit or mortagae service. In fact, I have been a XXXX XXXX  XXXX in the State of CT for years and work with insurance companies all the time. I am told now, by the credit card above fraud dept that the XXXX Claim Services states I somehow opened an account on XX/XX/XXXX, I did not. I am told that I started to " use their services '' on XX/XX/XXXX. When I asked the fraud dept representative what were the services & who are these people, she said she did not have that information. What are my options to be paid back for the fraudulent charges that, in good faith, I paid? 

Today I canceled my account with this company. I am disappointed as I enjoyed their services before this incident and am in awe of their process where on the word of a fraudulent company they are charging a customer in good standing despite repeated attempts to solve the issue. 
BTW, I sought insurance on what I thought was the Open Marketplace in XXXX. I was not eligible for insurance credits, so I secured insurance with XXXX as of XXXX, XXXX. 
Please advise, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CT 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