Consumer complaint received 2019-04-03
Company: SYNCHRONY FINANCIAL
State: NY
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:
In XX/XX/2019 I noticed there were numerous fraudulant charges made on my care credit card which is held with syncrony bank. I immediately contacted them and they closed the account. Approx a month later we received new cards with new account numbers. I went to make the monthly payment and was unable to do so. I was transferred to customer service and was told due to the fact that the account is under investigation for fraud during this time I can't make a payment and no late fee will be accessed nor any negative remark made to the credit reporting agency 's. I followed up to see when we will be receiving new cards. I was told that there was a call made to them on XX/XX/2019 and reported that the whole account was opened fraudulantely. I told them neither me nor my husband made any call to report the whole card was opened fraudulantely. I explained there was only 1 purchase made on this card and only 1 which I am liable to pay. I was told we will receive the new cards in approx 30 days. I would like to also note that the 2nd set of cards they had sent us were cards that were closed. I asked them why would they send us new cards with new account numbers that are closed? I was told they were sent in error. I called again about a week ago to again follow up on this and was assured we will receive the new cards. Today I received a call from them looking for a payment. I was transferred from collections to customer service back to the fraud department then back to collections again. I explained the whole situation again and was again transferred back to the fraud department that's when I found out that they did issue a new account number but we are not receiving the cards. I was told that the consumer ( Me ) closed the account. I explained I never nor my husband call and close the account. The bank closed the account not me. I am very upset at the fact that due to someone stealing our account number and making fraudulant charges and now we are being penalized by not having an account with them anymore. I was told we can always re-apply. This account should have never been closed and taken away from us. I spent countless hours on the phone with syncrony bank in regards to this and just keep getting different story 's. Also our credit was affected in a negative way because it is showing account removed off report and the other one is showing account closed. My score went down by 45 points and my husbands score went down by 50 points. I asked to speak to a supervisor and was told that I am speaking to the fraud investigations dept and I have to speak to collections to see if they can help me. I called back collections again and they are looking for a payment of {$380.00} and are telling me the account is past due. This is not right. I was assured that no payment is to be made because of the fraud and the investigation. Now without any notification besides a phone call tonight am I notified that the account is past due. My biggest complaint is they lied and told us new cards were on the way within 30 days and now tonight I am told there is a new account number but the cards are closed and there's nothing they can do we need to re-apply for another new account. This is completely ridiclious.

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