Consumer complaint received 2018-08-17
Company: SYNCHRONY FINANCIAL
State: OH
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: Card was charged for something you did not purchase with the card

Complaint:
I was made aware of a fraudulent charge to my account on XX/XX/XXXX from a lending institution which had processed a credit report. A delinquent account labeled Synchrony MC was noted on the report with a charge dated XX/XX/XXXX. 

On XX/XX/XXXX I contacted Synchrony as I was not aware of a Synchrony MC account in my name nor did I know what the charge on my account was for. The service representative had difficulty verifying my account as the phone  number, address and mothers maiden name did not match the information in their files. I was transferred to a woman in " Security ''. The Security rep was able to tell me that a purchase was made in XX/XX/XXXX in XXXX XXXX, Michigan using a XXXX XXXX XXXX   credit card. She also told me the purchase was described as " pre-school educational supplies '' and that the XXXX XXXX XXXX card account had been converted to Synchrony. I stated that I had not been to XXXX XXXX, MI, had not made a purchase for pre-school supplies and that while I had opened a XXXX XXXX XXXX  credit Card account with XXXX in the past, I had not used that account in many years. I did not receive a new card from Synchrony. I was asked if I wished to report the charges as fraud and I said yes. I was then told that the charges would be reported as fraudulent and that I would receive a letter in 7-10 business days. 

I received a notice dated XX/XX/XXXX that an address change had been made to my account. 

I received a notice dated XX/XX/XXXX that the Synchrony MC account had been listed with a collection agency. When contacted, Synchrony stated it was a timing issue between the account going to collections and my notifying them of the fraudulent charges. 

On XX/XX/XXXX I called Synchrony again, speaking with an Investigations Account Manager, as I had not received the letter as I had been instructed I would. I was told the letter had been sent on XX/XX/XXXX. I was then told that the letter was sent to a different address and that my correct address would be noted and a new letter sent. I was also told that the " balance on the account is zero '' during the investigation. 

On XX/XX/XXXX I received an account statement from Synchrony in the mail which listed a balance transfer from the original card number to a new card account number, fees and interested charges. It listed a Minimum Payment Due of {$51.00} and a New Balance of {$220.00}. On XX/XX/XXXX I called Synchrony to clarify why I received a statement with a balance. I was told the day before that the current balance on the account was " XXXX ''. The Synchrony Account Manager in Investigations told me that I am " not responsible for any payments during an open investigation ''. 

On XX/XX/XXXX I received a letter from Synchrony which included was a Fraud Investigation Form which I completed and faxed XX/XX/XXXX. 

I received another letter dated XX/XX/XXXX confirming an address change. 

On XX/XX/XXXX I contacted Synchrony to confirm that the Fraud Investigation Form had been received. Investigations confirmed receipt of fax XX/XX/XXXX. 

On XX/XX/XXXX I contacted Synchrony to check on the status of the Fraud Investigation. I was told by the Investigations Account Manager the investigation was " 40 days in '' and it is a " 60 day process ''. She told me there was no new information and that the notes are added onto the account once the investigation is concluded. 

On XX/XX/XXXX I received an account Statement from Synchrony MC noting Late Fees and Interest Charges in the Transaction Summary. It also noted a Total Minimum Payment Due {$98.00} and Amount Past Due {$51.00}. 

On XX/XX/XXXX, after receiving the account statement, I contacted Synchrony. I spoke with an Investigations Account Manager and requested to know the status as well as why I continue to receive account statements with minimum due and now past due amounts. The Account Manager stated an adjustment had been made on the account and that pending the results of the investigations fees and interest will be credited if the charges are determined to be fraud. I asked to speak to someone who could provide me more information on the status of the investigation. I was told there was no one. I asked to speak to a supervisor, her supervisor or another person who could share more details of regarding the investigation so far. She told me that she was an Account Manager and that Fraud Investigators do not speak with clients. When I requested again to speak to a higher level I was told " there is no one for me to transfer you to. '' I asked again " so there is no one at a higher level present '' and was told again, " there is no one to transfer you to. '' She provided me with her employee number when I asked for it.

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