Consumer complaint received 2021-02-08
Company: SYNCHRONY FINANCIAL
State: VA
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:
I noticed some fraud/unauthorized charges on my Lowes Credit Card and called to report this in/around XX/XX/XXXX. I had not used my Lowes Credit Cards in years and the reason why I decided to review this account is because my balance did not seem to be accurate. I have auto draft payments ( minimum payment ) and I knew that there were some promotional purchases but it seemed awfully high. I called Lowes Credit Card Division immediately and let them know what was going on. They cancelled my old account number and advised me that I would receive a new card within 15 business days. I also verified that my address was correct because I had recently changed my address and I believe some of the fraud charges may have stemmed from having my old address on file. My current addressed was verified, but because the most of the charges were old I did not have access to see the transactions. I was told that I needed to request the old statements and call back in once I could identify which charges I authorized. Several weeks later I did receive the statements and I went through them one by one. I still had not received my new card but I was not concerned because I did not want to activate the card until my fraud transactions have been resolved. In/around AugustXX/XX/XXXX, I called to report the Fraud charges which started in XX/XX/XXXX and anything past that date was fraud. My belief is was someone at the previous address may have gotten a hold of my card or account information, but I wanted it investigated. I never noticed the charges because I had used my card in a very long time and since I only can pay the minimum each month, a high interest rate, and promotional purchases I figured the balance on the account was mine. I went through each charge with the agent to report the fraud charges and was informed that I would get a provisional credit and I was not responsible for any fraud on my account. This agent also advised me it could take up to 60 days to complete the investigation which I understood and was OK with. 3 months go by and I have not received my new card, no provisional credit, and no communication about the investigation. I called back in XX/XX/XXXX and asked them for the status of my account and investigation. After many transfers, a supervisor advised me that the person who took my report did not correctly mark the charges as fraud and that they would have to initiate the investigation again. The supervisor was very accusatory and wondering why I took so long to report since I was making payments. I told him that I had not used my card in years and I have the minimum payment auto draft so I assumed any balance I had on the account was mine. I also asked why it's taken over 90 days to investigate my case and now I have to wait another 60 days? He advised me it was a system issue when the report was taken. This agent was able to reissue another card and told me I would hear back regarding the investigation. A few days later I did start to receive digital letters in my Lowes account online. On XX/XX/XXXX I got a notice that they have cancelled the card I never received, opened up a claim, credited the disputed charges, and notified the credit bureaus. On XX/XX/XXXX, I got another digital letter informing me that my minimum payment for the current period would be {$0.00}. I assumed that was due to the investigation. However, on XX/XX/XXXX I received another digital letter to inform that my claim was resolved and there was no fraud on my account. The letter mentioned that the charges on my account were temporary, I am not sure how any charges that happened from XXXX to XXXX are temporary but I knew this was not accurate. My account was never credit any charges or interest and my account payment in XXXX was the normal minimum amount due not the {$0.00} as the letter suggested. In addition, I was able to receive my new card at my current address but there was a yellow forwarded sticker on it and I believe there maybe some issues with my mailing address or someone may still have my personal information. Either way I have lost all confidence in this company protecting my account and personal information. I accessed my account on XX/XX/XXXX to review what account was on file and they still had my old address along with my new one.

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