Consumer complaint received 2020-09-19
Company: SYNCHRONY FINANCIAL
State: CA
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:
On XX/XX/XXXX at XXXX XXXX PST, I received text notifications asking " Are these Valid '' with a list of charges. When I saw the messages, I replied 'N ' for No. This was XXXX XXXX PST. At XXXX XXXX  PST, I called Synchrony Bank to report the fraudulent charges. {$810.00} had been fraudulently charged on my card. It is now XX/XX/XXXX and Synchrony Bank has denied my claim over and over again. Thats two and a half years of denied claims. I have submitted a police report ( multiple times ), phone records, even a witness that vouches to my  whereabouts on this day. These are just the major items I have submitted for my claims. The fraudulent charges occurred in zip code XXXX. I was physically in XXXX. After submitting all this, Synchrony Bank does not care to look into this any further. After another denial letter, I asked my witness if he had received a call. Synchrony Bank did not called him. When I called Synchrony about this, they said they are not allowed to contact him. 
Since the original claim from XX/XX/XXXX, I have had to reopen this claim every 30-60 days. 2 1/2 years of my time wasted, so far. The most recent interaction with Synchrony Bank is as follows : Today is XX/XX/XXXX. I received yet another denial letter, dated XX/XX/XXXX. 
Prior to this, on XX/XX/XXXX, a fraud investigator had left a voicemail asking for me to send a Police Report. I had faxed this in at least two times prior. On XX/XX/XXXX, I faxed a copy of the police report again, in additional to my phone records, which show 2 calls, where the origination is XXXX. On XX/XX/XXXX, I called Synchrony Bank to verify if they had received the fax. Synchrony Bank informed me that it takes up to 72 hours to post faxes into their system. I had already received confirmation from my fax service that my fax was sent successfully. On this date, XX/XX/XXXX, my claim was still open. When I called in today, XX/XX/XXXX, the person said my faxes were not in the system. 
If you are following the chronology : XX/XX/XXXX - The fraud investigator called me and left a voicemail to fax in a police report. 
XX/XX/XXXX - I successfully faxed a police report and phone records. 
XX/XX/XXXX I called to verify receipt of my fax. Case was still open. 
The denial letter I received states that on XX/XX/XXXX my claim was denied. 
Synchrony Bank 's stance is that I am at fault because the pin chip was used at the time of sale. The card was not physically in my possession. It was at home, on my desk, and it was still there in the same place when I got home, on XX/XX/XXXX. I live alone in an apartment. What are the chances that the building manager, who has access to my unit broke into my apartment, then went around charging things, then broke into my apartment again to put the card exactly where I left it by the time I got home? I would say very slim, improbable. To Synchrony Bank, if the pin chip was used, that is all the proof they need to " prove '' that I am guilty. They are not doing their due diligence in investigating my case. Due to their negligence and lack of timely investigation, video evidence at the stores where the fraudulent charge were made is no longer available. Also, is the pin chip really 100 % unhackable? I find that hard to believe. A quick search online shows many examples of the pin chip technology being hacked, even when in used in conjunction with a pin code.

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