Consumer complaint received 2021-03-03
Company: SYNCHRONY FINANCIAL
State: PA
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:
I purchased 6 items from Amazon in early XXXX received items paid my credit card balance off and had a balance of XXXX. Was contacted by email by Synchrony bank in end of XX/XX/2020 telling me they beleived I had fraudulant charges on my acct. and I needed to call them. I called them and asked when were there charges put on my account. Told person I had used card in early XXXX for legitiment purchases and had paid my card off to XXXX balance, she stated charges were made in mid XXXX. I asked why I had not recied a statemnt for these charges she insisted I had. I told her if this was true then those charges in XXXX were not mine I had not used my card since I had paid off my bill. She said she would open fraud claim for those purchases. I assumed situation was being handled and I would hear fron them when matter was resolved. At end XXXX was contacted by amazon stating Synchrony stopped payment on the legimate purchases I had paid for to synchroy bank. I cotacted synchrony bank and asked why they had done that, they said I had opened a fraud charge about those puchases, I told them I had not opened a claim about those charges and expained what I had said to the lady I had talked to in XXXX. I then told them they were valid charges and I had been billed and paid them in full for these charges.I also told them to stop fraud investagation on theses charges. I then contacted Amazon and gave them permission to use my visa on file to pay for theses purchases. I contacted Synchrony bank and explained I had paid Amazon and wanted to close my account., was told I had the credit of XXXX which is what I had paid off my account for ante the price of the legitament pay and since they had stopped payment and I had paid Amazon for the purchases with my visa card I would get a refund check. They sent me a check anI recieved a state ment saying my balance was XXXX and acct was closed. Yesterday XXXX the second I recieved a email from sycrony bank telling me fraud claim was closed and I was responsible for charges and needed to send them the XXXX back and it was now a outstanding balance. I contacted Amazon and they told me sychrony did not send the money back to them that those orders had been paid for in full by my visa card and that they did not except double payments for purchases. They gave me this sits phone number and told me they had alot of people issues with this bank. I called synchony bank back and talked to fruad investagatornamed XXXX and she told me that I was responsible for bill and that Amazon had double billed I explained about my conversation with Amazon and that they had given me this Org phone number and that when I hung up I was contacting you. She then changed her whole attitud and said she would open a billing dispute. I do not owe them money my accont balance should be XXXX that was my money that I had paid to them and they took said pay back from amazon and I paid for puchases with my visa card they never paid for those puchases so how can they think they can charge me.

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 monetary relief