Consumer complaint received 2023-10-04
Company: SYNCHRONY FINANCIAL
State: MD
Product: Credit card
Sub-product: Store credit card
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
During the past 5 months, since I had a credit card from XXXX, I keep getting the message that claims to be from XXXX XXXX and I reported to fraud division as well as FTC and XXXX XXXX for action to stop the SCAM or Phishing report, but this individual message keep coming in and traced from XXXX along with fake XXXX that stated my credit card was used and the information on this credit card was frozen due to unauthorized used. 

, XXXX, Your Amazn __Prime __Subscription has __Expired ....!! XXXX XXXX / XXXX XXXX XXXX To : XXXX XXXX, XX/XX/XXXX at XXXX XXXX Dear Naritthapanadilok, Your Membership has expired!!! 

Your Subscription for XXXX expired on XXXX  XXXX XX/XX/2023 We tried to renew your subscription at the end of each billing cycle, but your monthly payment has failed. We therefore had to cancel your subscription. 
Obviously, we would love to see you again. If you wish to renew your subscription click on the link below. 
UPDATE MY PAYMENT DETAILS Subscription ID : # XXXX Product : Prime Expiration Date : XXXX XXXXXXXX XX/XX/2023 Renew Your Prime Membership To stop these please go here or write to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Recent changes XXXX your XXXX XXXX XXXX / XXXX XXXX XXXX To : XXXX XXXX XXXXXX/XX/XXXX at XXXX XXXX  Hello, We believe that an unauthorized party may have accessed your account. To protect your information, we took the following actions : -- Signed you out of risky active browser sessions -- Deregistered risky devices -- Reversed any modifications made by the unauthorized party -- Canceled any pending orders -- XXXX the password to your account. You can no longer use the same password for your account. 

Please call Customer Service and ask to be transferred to the Account Change department to regain access to your account. 

Customers within the US : XXXX Customers within XXXX : XXXX International customers : XXXX In the meantime, follow these instructions to make your account more secure after you regain access : -- Do not use the same password that you use on other sites, including the one used with your email provider. 
-- Actively monitor all your accounts, including your email. Check if there were any unauthorized changes, such as auto-forwarding or deletion rules in your email settings. 
-- Review your recent order history and archived orders, and report any unauthorized orders placed to your account. Review this by going to " Your Account '' and go into " Archived orders. '' -- Remove any unauthorized device registered to your account by clicking " Your Account, '' then " Digital Services and Device Support, '' and then " Manage Content & Devices. '' -- Register a mobile phone number to receive notifications through a secure source by clicking " Your Account, '' then " Login & security, '' and then " Add '' next to " Primary mobile number. '' If you have already added a mobile phone number, you may see an option to verify the number.

-- Enable Amazon 's 2-step verification to add an extra layer of security to your account by clicking " Your Account, '' and going into " Login & security. '' -- Download the Amazon mobile shopping app and turn on push notifications to your account to ensure you are notified about any order or account updates on multiple channels. 

To learn more about how this may have happened and what else you can do to secure your account, go to " Security and Privacy '' : https : XXXX? XXXX Account Specialist Amazon.com https : //www.amazon.com 2023 Amazon.com, Inc. or its affiliates . Amazon and all related marks are trademarks of Amazon.com , Inc. or its affiliates, Amazon.com XXXX XXXX XXXX XXXX, XXXX, WA XXXX. 

XXXX

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