Consumer complaint received 2019-02-27
Company: SYNCHRONY FINANCIAL
State: SC
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:
This is regarding a Synchrony Luxury credit card. I have had this credit line since XXXX, when it was a XXXX XXXX line of credit that we used to purchase wedding bands from XXXX XXXX. We paid it off then & I have not used this card since XXXX. 

I had three different credit cards with fraudulent charges in XXXX, XXXX. I was contacted by XXXX immediately so those charges were declined. My XXXX XXXX Visa charges were identified on a statement and resolved immediately. I only learned of the charges on this Synchrony card after receiving a letter in the mail in XXXX, XXXX. There were apparently two {$4500.00} charges to a jeweler in NY. I did not have online access to this account because it was locked in XX/XX/XXXX from someone trying to obtain access. I had a new card issued at that time. The first issue that I have is that Synchrony allowed someone to charge {$9000.00} to a card with a {$4500.00} limit, that has not been used in 5 years, to an unknown jeweler. The credit card was in my possession, locked in my closet. I immediately contacted them & started the fraud investigation process. I was told I would not be responsible for the charges. I filed a dispute with the credit bureau via XXXX XXXX. Fortunately, my credit bureaus are all locked due to the previous XXXX breach. I did find another email address & login associated with these charges & my account when trying to obtain online access. I informed the investigation team about this. The first investigation was closed in favor of the merchant because they provided documents stating I benefited from the transaction & received product to my address. 

I spoke with someone at Synchrony on XX/XX/XXXX to reopen the investigation. Upon further discussion with fraud investigators on Saturday, XX/XX/XXXX, it was discovered that the SC drivers license provided by the merchant was a falsified document because this had the incorrect drivers license number. I was told this would be the proof I needed to resolve the investigation ( unfortunate that I had to do the investigating ) and faxed a copy of my drivers license and the screenshot of someone elses email on XX/XX/XXXX to the fraud number as instructed. I had a baby in XXXX so I did not call to follow up until XX/XX/XXXX. I was told there was not an open case so they did not receive my XX/XX/XXXX fax ( confirmed ). I told them to reopen & so they resent an investigation form via mail. I never received this so I called them again XX/XX/XXXX and they mailed another form, which I received on XX/XX/XXXX. I faxed them 11 pages of supporting documents on XX/XX/XXXX. They did not receive all documents, including the drivers license, although I had fax confirmation of the entire transaction. This was within the 14 business day window of receipt. However, I received a letter dated XX/XX/XXXX that the investigation was closed again because they did not receive additional information. I called on XX/XX/XXXX when I received this letter to reopen the investigation. I faxed the documents on XX/XX/XXXX. Called XX/XX/XXXX, was told to give them 48 hours. Called XX/XX/XXXX, confirmed receipt of documents. This case has still not been resolved. 

I have reported this to the Federal Trade Commision. It is unacceptable that this has not been resolved. There has been no protection of the consumer, both for fraud prevention & investigation/resolution. There have been insufficient investigative efforts. I have spoken to entirely too many people within this company. I will be closing this account once this is resolved because these are inexcusable business practices for a credit card company in the age of online fraud. I have near perfect credit at XXXX years of age and this is affecting my scores. I also have a XXXX  month old & a XXXX year old to care for and do not have time to micromanage this case.

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