Consumer complaint received 2018-09-22
Company: SYNCHRONY FINANCIAL
State: PA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My problem is with XXXX XXXX. My credit card was charged 1. {$68.00} from XXXX on XX/XX/XXXX 2. {$43.00} from XXXX on XX/XX/XXXX 3. {$110.00} from XXXX XXXX on XX/XX/XXXX I was notified by XXXX XXXX by text asking if I authorized these charges. I called them immediately, and told them I did not. I have phone records of all calls. This call was on XX/XX/XXXX at XXXX XXXX for 8 minutes. They told me not to worry about the charges, and I was credited all the amounts. They canceled my card, and sent me another card. 
They said to fill out all papers they would send me and to send them back. I did all they asked. XXXX XXXX ruled in my favor. I called them again on XX/XX/XXXX at XXXX am for 6 minutes. 

I thought the problem was resolved. Then XXXX XXXX put charges on my card again in these amounts : 1. {$120.00} from XXXX XXXX on XX/XX/XXXX 2.  {$120.00} from XXXX XXXX on XX/XX/XXXX Unfortunately, I did not see these charges until XX/XX/XXXX going over the bills my husband paid. I called XX/XX/XXXX XX/XX/XXXX at XXXXXX/XX/XXXX for 16 minutes. Customer Service not to worry about the amount. They would credit and dispute the amount. He canceled my card and sent another card. I asked if there was a way to block XXXX XXXX from billing my credit card. He said no that was not the way to take care of the problem. He told me to call XXXX XXXX and see if they had an account in my name. I asked why did I have to take care of the problem. He said they would be able to tell only me. I called XXXX XXXX XX/XX/XXXX at XXXX XXXX for 31 minutes. We have XXXX XXXX, but it is in my husband 's name so they would not talk to me. They told me my name had to be on the account. I then went to our online account and added myself to call them. I then called XXXX XXXX back XX/XX/XXXX at XXXX XXXX for 16 minutes to tell them. They concluded there investigation and ruled in my favor again. 

By this time, with my new card, I made sure I checked every statement to make sure there were no charges from XXXX XXXX. But not the case. Charges were again put on my card in the amounts of : 1. {$100.00} from XXXX XXXX on XX/XX/XXXX 2. {$100.00} from XXXX XXXX on XX/XX/XXXX 3.  {$100.00} from XXXX XXXX on XX/XX/XXXX I called XXXX XXXX again on XX/XX/XXXX at XXXX for 30 minutes. I believe about the new charge. I called XXXX XXXX on XX/XX/XXXX at XXXX XXXX for 46 minutes. I was going to do whatever I had to find out why my card kept being charged from them. I spent a long time talking to customer service, then fraud department. No one was able to help me because they said I did not have an account, and our XXXX XXXX did not have any credit card connected to the account. I called XXXX XXXX   XX/XX/XXXX at XXXX for 77 minutes. I wish I could highlight 77 minutes. Customer Service put in a dispute on the amounts. Canceled my card, and sent me a new card. The one question I kept asking was, " Why can't you track this back to see who is doing this! '' The answer was always they were not able to find out. 

I also have the letters XXXX XXXX sent me. 

1. XX/XX/XXXX from Fraud Solutions Department stating conducting a review.

2. XX/XX/XXXX from no department letting me know what to expect and what I should also consider.

3. XX/XX/XXXX from Fraud Solutions Department stating concluded investigation and ruled in my favor.

4. XX/XX/XXXX from Customer Service Department stating concluded research and credited my account for {$120.00} 5. XX/XX/XXXX from Customer Service Department stating concluded the research and credited my account for {$120.00} 6. XX/XX/XXXX from Fraud Department stating for my protection closing the above account ( third credit card ). And to please know our {$0.00} Fraud Liability policy means I am not responsible for any unauthorized transactions. If they need additional information they would send me a form to fill out. 
7. XX/XX/XXXX from Customer Service Department stating concluded the research and ruled in my favor totaling {$320.00}. That would be the last three amounts of XXXX 8. XX/XX/XXXX from no department stating concluded investigation of fraud claim and no able to approve for two reasons : 1. Customer benefited from use of card/participated in the purchases and 2. Customer released account information to a third party.

9. XX/XX/XXXX from Customer Service Department stating concluded research and made a credit of {$100.00} in my favor I called on XX/XX/XXXX and talked to Customer Service about the XX/XX/XXXX letter. I was transferred to another department and put on hold from XXXX XXXX to XXXX XXXX. I decided to hang up and call back. I was angry at this point! When I called back, I talked to Account Specialist who transferred me to Fraud Department who transferred me to Investigation Department who put me on hold to talk to Dispute Department. Then all of a sudden I was back to Customer Service. I was not nice. Not going to lie. Customer Service said they would put in another dispute. No one ever answered the two reasons in letter from XX/XX/XXXX as to how they concluded this. At this time, I did close my credit card account for good.

I called XXXX XXXX on XX/XX/XXXX to ask about the letter of XX/XX/XXXX. I talked to Customer Service who transferred me to Fraud Department who transferred me to Investigation Department who transferred me back to Customer Service Department. No one every answered any of my questions. Investigation Department said they were helping me. Even gave me a direct number for the Investigation Department. I would have to open another dispute and talk to Customer Service Department.

I called again on XX/XX/XXXX the direct number for Investigation Department. I really tried to reason. In many ways also. I was told the Fraud Department decided not to give me credit for the last three amount billed from XXXX XXXX. 

I would like for my resolution : 1. Credit of {$320.00} 2. XXXX XXXX contacted, and find who was benefiting 3. Receive my rewards for using XXXX XXXX XXXX XXXX Credit Card 4. Have my credit restored I contacted FTC, made a police report, and called the 4 credit bureau agencies. I feel I have exhausted all resources in trying to solve this.

Thank you for your attention in this matter. You may contact me by phone if needed.

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 explanation