Consumer complaint received 2019-12-11
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In XX/XX/XXXX, I received a bill statement for about $XXXX charged to my HHGREGG CARD that is finance through Synchrony Bank. I was alarmed and called the number in the bill statement to request information n about the charges because I have not done any purchases. The person I spoke with give me information she told me the charge was made for things for a baby’s room in the state of Georgia. I told her I did not recognized the charges nor that I live in Georgia so she suggested putting in a dispute. I also was afraid more charges could be made to my credit card so I requested to cancel it.  After I cancelled my CARD I was transfer to the fraud department to make a dispute report to start the investigation. Thereafter I waited for a response and I did not received feedback from them therefore, I assumed everything was resolved. In the begging of XX/XX/XXXX, I received a court order from a creditor that I need to pay $XXXX, which I am, assuming is the amount owed with any charges the account has accumulated. I immediately called the creditors (XXXX XXXX XXXX) to see how I could resolved the matter in the best way possible. They told me I need a Fraud or Identity Theft, a Police report and Fraud Affidavit. I did submitted the Identity Theft and Police report to XXXX XXXX XXXX. On XX/XX/XXXX I received a letter from XXXX XXXX XXXX saying that they could not accept the documents I submitted because I did not have the details such as Credit card Number, amount of purchase and what was purchased. Since this happened in the beginning of either XX/XX/XXXX or XX/XX/XXXX, I canceled and destroyed the credit do to the fact that it was not something I purched I did not keep bill statements or other documents to provided them with that information. I called XXXX  on XX/XX/XXXX to let them know I did not have any details of the information they requested that if they could please provided or let me know what I could do. They answered that they could not help me because they were not allowed to share that information with me. They told me to contact HHGREGG (Synchrony Bank) to request that information. I did called Synchrony bank on XX/XX/XXXX, to request the details of the purchases such as, credit card number and any information requested by XXXX XXXX XXXX. When I called Synchrony Bank, they told me they could not help me either. To make matters mores they did not even had a record of my dispute report, which I had put in place in XX/XX/XXXX. The only thing that I could do was to write to them to request that information. I did write to them at a PO BOX given to me however, I have not received a response. I do need this information to resolve this matter because I have court order on XX/XX/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 non-monetary relief