Consumer complaint received 2019-10-20
Company: SYNCHRONY FINANCIAL
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Friday, XX/XX/XXXX Synchrony Bank/XXXX XXXX : At XXXX, I received an email from Synchrony Bank/XXXX XXXX that I had a statement balance of {$3000.00}. I immediately called XXXX XXXX to report the charge as fraudulent and they told me there were two charges : o Monday, XX/XX/XXXX {$120.00} o Wednesday, XX/XX/XXXX {$2900.00} || Monday, XX/XX/XXXX XXXX Police Department : Filed a police report with the XXXX Police Department ( XXXX-XXXX-XXXX ). Report # XXXX. XXXX XXXX. 

|| Thursday, XX/XX/XXXX Synchrony Bank/XXXX XXXX : At XXXX, I received an email from Synchrony Bank/XXXX XXXX that I had a statement balance of {$3000.00}. 

|| Friday, XX/XX/XXXX I submitted a message via the online Consumer Center citing the phone call I made on XX/XX/XXXX disputing the charges. 

|| Friday, XX/XX/XXXX Synchrony Bank/Synchrony Fraud Solutions Team ( XXXX XXXX ) : I  received a Claim Review Completed letter stating my claim was unable to be approved because The purchased item ( s ) were shipped to your address. 

I called the phone number on the letter ( XXXX ) and spoke to XXXX who reopened my case for 30 days. XXXX advised me to contact directly the XXXX XXXX store in XXXX, MI. I suggested that Synchrony Bank call directly the XXXX XXXX store in XXXX, MI but was told she could not do so. 

I called the XXXX XXXX store in XXXX, MI ( XXXX ) and spoke to XXXX who verified that the order had been picked up and not delivered. I suggested that XXXX of the XXXX XXXX store in XXXX, MI call directly Synchrony Bank but was told she could not do so. 

|| Monday, XX/XX/XXXX XXXX XXXX Corporate Loss Prevention : I received a call from XXXX of XXXX XXXX Corporate Loss Prevention ( XXXX ) explaining she had spoken to XXXX of the XXXX XXXX store in XXXX , MI. XXXX advised I call back the Synchrony Bank/Synchrony Fraud Solutions Team to update their records that the order had been picked up and not delivered. I suggested that XXXX of XXXX XXXX Corporate Loss Prevention call directly Synchrony Bank but was told she could not do so. 

|| Tuesday, XX/XX/XXXX Synchrony Bank/Synchrony Fraud Solutions Team ( XXXX XXXX ) : I called the phone number on the letter I received on XX/XX/XXXX ( XXXX ) and spoke to XXXX . XXXX stated the only thing he could do was send me a letter packet where I could appeal in writing in my own words. I suggested that Synchrony Bank call directly the XXXX XXXX store in XXXX, MI but was told he could not do so. 

|| Wednesday, XX/XX/XXXX Synchrony Bank/Synchrony Fraud Solutions Team ( XXXX XXXX ) : I called the phone number on the letter I received on XX/XX/XXXX ( XXXX ) and spoke to XXXX advising that I had never received the letter packet mentioned by Carl on XX/XX/XXXX. XXXX said hed mail another letter packet. I suggested that Synchrony Bank call directly the XXXX XXXX store in XXXX, MI but was told he could not do so. 

|| Thursday, XX/XX/XXXX Synchrony Bank/Synchrony Fraud Solutions Team ( XXXX XXXX ) :  At XXXX, I received a voice mail, Hello my name is XXXX calling from Synchrony Bank . Im  trying to reach XXXX XXXX. If you could please give us a call back at XXXX wed appreciate it. Thank you. Have a nice day. 

Synchrony Bank/Synchrony Fraud Solutions Team ( XXXX XXXX ) : At XXXX, ONE MINUTE LATER, I returned the call ( XXXX ). The call was answered by XXXX. XXXX informed me that the investigator had left no notes or questions and he didnt know why I had been asked to call back and instructed me to disregard the phone call. I told XXXX that I did not feel comfortable disregarding the phone call and to please document that I called immediately back. XXXX confirmed that he would update the record to show I had called back immediately. 

Synchrony Bank/Synchrony Fraud Solutions Team ( XXXX XXXX ) : Mailed Fraud Investigation Form to : ATTN FRAUD DEPT/XXXX SYNCHRONY XXXX XXXX XXXX XXXX OH XXXX || Sunday, XX/XX/XXXX Synchrony Bank/XXXX XXXX : At XXXX, I received an email from Synchrony Bank/XXXX XXXX that I had a statement balance of {$3000.00}. 

Synchrony Bank/Synchrony Fraud Solutions Team ( XXXX XXXX XXXX : At XXXX, I called the phone number on the letter I received on XX/XX/XXXX ( XXXX ) and spoke to Ice ( female ). I advised Ice that I received a statement balance email and wanted to know the status of the fraud investigation. Ice told me that the investigators are not available until XXXX and I must call back this same number at or after 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 non-monetary relief