Consumer complaint received 2021-10-07
Company: SYNCHRONY FINANCIAL
State: CA
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:
My car was broken into on XX/XX/XXXX - multiple items were stolen ( my cell phone, PayPal World Mastercard credit card ( Synchrony ), car registration, and my driver 's license, my brother 's wallet with multiple cards, and his key fob with house keys. It was stolen first thing in the morning and I reported my credit card as stolen as soon as was feasible, given that my phone was stolen and I could not find the correct phone number and i could not do it online because my I needed to get a text message sent to my phone. I finally found the number to report my card stolen and it did not direct me to a live representative, just voice prompts. Once I went through the prompts, the system told me that a new card would be shipped out to me. It never forwarded me to speak with a live representative and no representative ever followed up with me to ask about potential fraudulent charges. I filed a police report online, given that XXXX Police Department did not show up at the scene ( Report Number XXXX ). During that time, I was finally able to log in to my account and because the data wasbeing trasnferred to a different card number, my balance showed {$0.00} on PayPal Mastercard website. On XX/XX/XXXX I logged into my account again and realized that the thieves used my card for 3 separate transactions on XX/XX/XXXX ( I assume between when my card was stolen ( estimated XXXX XXXX and when I finally was able to report my card stolen approximately XXXX ). My replacement card arrived on XX/XX/XXXX and I logged into my account again. I noticed that there were 3 separate transactions completed by the thief/thieves at XXXX XXXX XXXX XXXX CA for the following amounts : {$340.00}, {$100.00}, {$4.00}. I called PayPal/Synchrony and the customer service rep was confused as to why no one had called me to confirm any fraudulent transactions when I reported my card on XX/XX/XXXX. She stated that the fraud department would " investigate '' my claim of fraud. I provided them the number for my police report. I called again to follow-up ( can't remember the exact date but I can look for it if needed ) and the representative told me that the dispute has been started and that they have 60 calendar dated to complete their " investigation. '' I recevied a letter today from Synchrony/PayPal mastercard congratulating me that they found " no fraud '' on my account. I took as many steps as I could to report it in a timely manner and PayPal/Synchrony does not have an actual number to connect directly to a rep for stolen cards nor do they follow up in a timely manner. I plan on submitting this complaint to the FTC and the XXXX. I would like for these disputed transactions to be removed from my account. My police report clearly states all of the things that were stolen from my vehicle. I was already victimized once - and now Synchrony/Paypal is making me pay for the thieves purchases. They should have identified that I never make large transactions at drug stores like that and, rarely ever make any transactions at those places.

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 monetary relief