Consumer complaint received 2021-10-19
Company: SYNCHRONY FINANCIAL
State: TX
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 had a Mattress Firm account which somebody was able to gain that information purchase furniture and have a delivered to their address which is not mine. I had an open mattress firm account of which I purchased one bed and then within a couple months I had over {$5000.00} worth of charges on my account that were not made by me or sent to my property address where I reside.. I have tried for several months to get this resolved and the company refuses to remove the charges from my account. This person was able to change my phone number, my home address, and my email, somehow someway breaking through their safeguards. I have not lived anywhere but the current address that I reside at right now since 2016. I have tried multiple times to explain to synchrony bank what happened but they are unwilling to listen and say that they have proof that that furniture was delivered to that property address. I have tried to explain to them that that is not my property that is not my residence and that was not me ordering that furniture they are unwilling to listen and continue to charge me the over {$5000.00} in charges for the furniture that they delivered and their error. I think this is unfair and I have been trying to dispute this ever since I found out and I will not pay for the money because I did not make the charges. I do not even have an invoice for this furniture because I did not purchase it I do not even have a breakdown of what it is to dispute it. I have asked on several occasions to get a breakdown invoice of what is in question so I can file a police report and they are unwilling to send it to me or tell me the address where the furniture was sent to. The only reason I know where the address is that the furniture was sent to is because its now showing up on my credit report as my address and Ive had to dispute this as well because that is not my address. Please help me to resolve this and hold synchrony responsible for their mistake and allowing this person to make these fraudulent charges on my credit card. These businesses need to verify that these accounts are being billed properly and that people that on them are the ones making the charges. 

I am also having this problem with my other synchrony account for discount tire the exact same issue of somebody being able to compromise my account and gain access. Luckily I caught it before they could make any charges and close that account as well so this does not happen again. It seems like they do not do a very good job of safeguarding peoples private information so people that do fraud for a living can not gain access.. I have wasted countless hours on the telephone trying to resolve this and taking up much of my time dealing with customer service.. im still getting nowhere..

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