Consumer complaint received 2019-09-10
Company: SYNCHRONY FINANCIAL
State: FL
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:
Back on XX/XX/XXXX I notified Chevron of fraudulent charges posted to my statement. The representative took the information advised that in 7-10 days the Fraud Department would call us for additional information is necessary. Then it would take from 30-50 days to completely resolve. I had to actually request that the representative cancel the card and issue a new one which was unfortunate since we would be traveling in the next week. I pay off the statement monthly and do not carry a balance. This included the fraudulent charges totaling {$75.00}. I asked about the charges and was advised I'd have to pay or I would accrue interest. I made the complete payment under direst. The new card was received and activated a week later. When activating, I asked about the Fraud Case and was given the same information ; resolution takes between 30-60 days. Calls were placed to Chevron again on XX/XX/XXXX and XX/XX/XXXX as this would be 30 and 60 days after the original claim. No resolution case being researched. On XX/XX/XXXX a call was placed to Chevron once again to follow up. Was advised by a Supervisor that the previous claim, " was not completed '' correctly in their system. She could see all the notes and the original representative would be re-educated to assure this does not happen again in the future. On XX/XX/XXXX the card was put on hold as we were traveling. It took almost 12 hours to receive a text from Chevron Fraud. When we spoke with them we advised that we were indeed traveling and we attempted to use the card, asked about the Fraud Case from XX/XX/XXXX. Once again we were told that there was an error. They could not explain why the case has not yet been reviewed or researched. I asked for a Supervisor or Manager to escalate as we are now at 134 days without any research being performed. The representative ( XXXX ) stated there was no one above her and " she knew how to do her job ''. Feeling that after multiple call and no resolution I was not satisfied and had no faith in their process. Concerned about our account and credit I asked to cancel the card. She proceeded to cancel the card and said there was nothing anyone could do for me and hung up. I immediately called back again to place a complaint on the representative ( XXXX ) as well as the entire process. I asked for the case to be escalated as I understood from the FTC that the creditor must resolve the dispute within two billing cycles ( but not more than 90 days ). Again I was told that it has now been correctly entered and I would hear back from Fraud with in 7-10 days. Nothing additional could be done at this time. I would greatly appreciate your assistance in investigating this matter. I am requesting to have the funds paid to be credited back to my account. This ordeal has caused me unwarranted and unnecessary inconvenience and stress. I thank you in advance for your prompt response and I look forward to hearing from you very soon.

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