Consumer complaint received 2022-10-25
Company: SYNCHRONY FINANCIAL
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
In XX/XX/XXXX I discovered my credit score dropped significantly. I checked my credit report and it showed that on XX/XX/XXXX my e-mail address was compromised. On XX/XX/XXXX there changes made to my SSN information. 2 false addresses where added and there was an initial added to my full name. On XX/XX/XXXX my e-mail address was compromised again. 
Sometime between those dates, without my knowledge, Synchrony bank upgraded my existing Care Credit card to a XXXX. That card was sent by the bank to the unknown address in XXXX XXXX. I never received this card since Ive lived in XXXX NV since XX/XX/XXXX. 
In XX/XX/XXXX that card was used for fraudulent transactions of total over {$27.00}. The account was closed in XX/XX/XXXX. 
In this time I had no knowledge about the upgrade to a XXXX. I did not receive it, I did not activate it, I had no online access to this account. 
In XXXX I contacted Synchrony Bank about identity theft. I filed a police report, I send it to the bank also providing all the evidence. I included my credit reports, utility bills that prove my current address, timesheet from my work place that proved I was at work in a different city while the fraud was occuring. The Synchrony Bank rejected my claim 3 times, stating that I opened CareCredit account. I corrected them and confirmed that I did opened it. But the fraudulent charges where made on an upgraded XXXX that Ive never received or used. 
Bank practices are not customer friendly. Their security system failed and allowed fraudulent charges to be made. After 2 years of not using CareCredit card, they sent me an upgraded XXXX that I did not wanted, didnt apply for it and never received it. In all 3 claims I have not received official mail or e-mail results about the claim. I did not receive any phone calls regarding this matter. Their fraud form is misleading. They where asking if I opened XXXX account. The answer is no. I did open CareCredit account. I did not approve nor I wanted XXXX account. The fraud investigation agent informed me after my call, that the claim was denied because I did open the account. Meanwhile the bank dropped the fraudulent debt from {$27.00} to {$11.00}. They did not explained why. They sent me the list of fraudulent charges that did not add up to the amount of {$27.00}, {$15.00} or {$11.00}. In first claim, although Im supposedly the owner of this card and I used it, the bank denied to provide me with information where the charges where made. They denied information to supposedly my account! 
After reviewing the charges, I found proof or payment made for a XXXX XXXX when Im a US Citizen. The car inurance was XXXX, and I have XXXX. The charges included rent in XXXX XXXX location, when Ive lived in a different city since XX/XX/XXXX. 
With all the information provided, bank refuses to cooperate with me. The are lacking communication, their forms are misleading and their security system failed. I am left with a debt I didnt create. I am a victim of an identity theft and Synchrony Bank is not an institution that customer can trust and rely on.

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