Consumer complaint received 2022-02-10
Company: SYNCHRONY FINANCIAL
State: NE
Product: Credit card or prepaid card
Sub-product: Store credit 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:
In XX/XX/XXXX, I noticed that I started receiving statements from Synchrony Bank related to a card from them that I had not used for over three years, a card I did not have in my possession. I contacted them at that time by phone, and was assured by a customer service representative that they were going through and cancelling all the charges. Some charges were cancelled, but over {$1000.00} of charges were not. 

In XX/XX/XXXX, I noticed that I was still receiving statements and logged into my account. I sent Synchrony a message via their online portal asking them to resolve the fraudulent charges. 

In XX/XX/XXXX, I noticed I was still receiving statements and went to complain again. I noted that Synchrony had notified me that I needed to call in to start a fraud claim, so I did so : I was on hold for a total of two hours before I was able to get ahold of a fraud agent and begin the fraud claim. I received a form letter informing me that Synchrony was going to temporarily reverse the charges during the fraud and would notify the credit agencies about the fraud. During this call, I requested that my account be cancelled, because I was unhappy with the customer service I'd received over the previous six months. 

Later in XX/XX/XXXX, I was informed by the credit agencies that Synchrony was reporting my account for non-payment, despite the active fraud investigation, and my credit rating dropped as a result. I attempted to log into the Synchrony site to complain, but they have removed my account from display and I have no way to contact them except via phone and excessive hold times. 

On XX/XX/XXXX, Synchrony informed me that they were denying my fraud claim. They claim that I authorized the purchases, that I've made payments on the account, and that I've been receiving statements about the account for over 12 months, all of which are false. I have not authorized any payments to Synchrony bank since these charges were posted, I have only been receiving statements since XXXX or XXXX, and I was in no way involved with these charges being made. 

My card was stolen, I'm a victim of fraud, and Synchrony refuses to recognize that fact. I have many other credit cards with much higher balances, and I have adequate income to make payments on the Synchrony account. Furthermore, Synchrony has locked down access to my account information online, so I can't even provide screenshots of statements to support my case, which is blatantly scummy, anti-consumer behavior.

I value my credit rating more highly than I value a cheap buck at Synchrony 's expense. I have NO MOTIVE for committing fraud against Synchrony, as it would cost me more in interest on future credit than I'd gain from the fraud itself. I refuse to be shaken down by this company for actions taken by a criminal who stole my card, so I'm issuing this complaint.

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