Consumer complaint received 2021-09-16
Company: SYNCHRONY FINANCIAL
State: IN
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Over XXXX/XXXX/201 and XX/XX/2021, someone used my Amazon credit account with Synchrony Bank to make 10 unauthorized purchases totaling {$270.00} in charges. These items were shipped to my home. Under my Amazon account order history, there is no record for these items being purchased by me. I contacted Amazon and after explaining and they reviewed, they told me they could not help as there was no order history and Synchrony would have to open a fraud investigation. 

I contacted Synchrony and they opened an investigation on XX/XX/2021. Their website and investigation letters state, " We understand experiencing fraud can be upsetting and we want to assure you the Synchrony Fraud Team is here to help. With our {$0.00} Fraud Liability benefit, you're never responsible for unauthorized charges ''. 

On XXXX, Synchrony closed the investigation and bill me stating that because the items shipped to me I am liable, even though I did not make the purchase or authorize the use of my store credit for this. I have provided them my Amazon order history and repeated this investigation cycle with them now 4 times. 

The second investigation was started on XX/XX/2021 and closed on XX/XX/2021 with the same results. A third investigation was opened on XX/XX/2021 and closed on XX/XX/2021 with the same results. A fourth investigation was opened on XX/XX/2021. I received a letter while on vacation on XX/XX/2021 that they wanted returned within 15 days where I indicate the charges were unauthorized. I faxed this to them on XX/XX/2021. They closed this fourth investigation on XX/XX/2021 and again bill me as liable for the purchase because they were shipped to me. 

They claim also that I should have shipped the items back. When I first contacted Amazon in XXXX and they said they could not help me, I threw the items in the trash several days later after opening the investigation with Syncrony. 

Through out all of this I have not been given any email that I can reach out to them, they claim they don't have one. I ask to speak to a director or manager and am told they do not have one. I have been bumped around from person to person on the calls with no progress and have had some even argue with me. So much for being " the Synchrony Fraud Team is here to help. With our {$0.00} Fraud Liability benefit, you're never responsible for unauthorized charges ''.

I have spent hours and hours going rounds with them to get this resolved and it continues to go now where. I have provided clear evidence of fraud in both the history of the charge being erratic and odd and proof that these items are not in my Amazon order history. Synchrony Bank needs to clear this from my account and be held accountable for not clearing the fraud as they claim with their " {$0.00} Fraud Liability benefit, you're never responsible for unauthorized charges ''. These charges were unauthorized.

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