Consumer complaint received 2018-03-23
Company: SYNCHRONY FINANCIAL
State: AR
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
Apparently, sometime in XX/XX/XXXX, someone opened a charge account in my name. It appears from talking with XXXX XXXX, which was the bank it was opened with, that shortly after opening the account, they called into Synchrony and changed the address to a different address within my apartment complex. They then apparently ordered some car parts and had them shipped to my address. Synchrony said it was signed for but they couldn't read the name. I became aware of the account a few months later when the mailman noticed that mail in my name was being delivered to a different building. I then called Synchrony to report the problem. Overall, I have called Synchrony 7-10 times  since that time to discuss the problem. After most of the calls, they sais that they need to mail me a fraud investigation form. I would wait for the form but wouldn't receive it and then I would get a letter saying that my request was denied b/c the merchandise was mailed to my address and that I failed to cooperate with their investigation. I would call again and the same thing would happen ; they said they had to mail me the form and I had to return it. Every time but one I never received the form. On occasion, I would receive a letter saying that another envelope would be coming with the form in it but then I wouldn't receive the form. I request them to email me the form, fax it to me, or get it to me any other way and they said it had to be mailed. I wouldn't get it and I would have to start the process again. I finally got one of the forms in XX/XX/XXXX. Synchrony also said that I needed to file a police report which I did. I faxed the form, police report and other documents as requested on XX/XX/XXXX. I got a letter from them on XX/XX/XXXX saying I was denied. I got sick through this time so I waited to call them again until XX/XX/XXXX. I called them again and asked to speak to someone to complain and was told that I couldn't talk to anyone but all I could do was reopen the case. I asked if they got the information I sent and they said no. I re-faxed it on XX/XX/XXXX. After both faxes, I got a confirmation that it went through. I called a few days later to make sure they got it and they said no. After telling them I had a confirmation number, they told me they found it. I was denied again on XX/XX/XXXX saying that I had benefited from the use of the purchase, had failed to cooperate with their investigation, and the merchandise was shipped to my address. Over all, my claim has been denied 5 times ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). As mentioned earlier, I have called them 7-10 times, filed a police report, and tried to fax them information 2 times. On Synchrony 's part, they supposedly sent me a 5 investigation form that I only received once, lost both of my faxes, changed the address on the  account to my address and then said that the bills didn't go to a different address ( even after supposedly received my fax showing the statements the mailman gave me with the wrong address on them ), and doesn't have my signature on anything, including the supposed delivery of the items. I am currently XXXX years of age and feel that this is bordering on elder   abuse. All my efforts to set this matter straight have been rejected and they can't tell me anything I can do to set it right. They just say that the good were delivered to my apartment address so I did it which just isn't true.

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