Consumer complaint received 2018-01-01
Company: SYNCHRONY FINANCIAL
State: IL
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: Card was charged for something you did not purchase with the card

Complaint:
In mid to late XX/XX/XXXX, I logged into my XXXX XXXX Walmart credit card account to make a payment and noticed unusual activity on my account and immediately called to inquire. XXXX XXXX opened an investigation/claim into the now disputed items. The account was closed and another account opened with the re-issuance of another credit card. After their investigation, XXXX XXXX concluded that I was responsible for the unauthorized charges which totaled {$1400.00}. XXXX XXXX stated I benefited from the transactions ( see attached ). Given the excessive amount it wasnt something that I could ignore, So I called XXXX XXXX again and was granted another investigation/claim to seek any kind of resolve ; this was approximately mid to late XX/XX/XXXX. During each time a claim was opened my account was temporarily adjusted to reflect a balance minus the alleged dispute amounts. The second investigation required a police report as well as a completed investigation form issued by XXXX XXXX Fraud Investigation Unit dated XX/XX/XXXX, which both were returned by mail on XX/XX/XXXX (  see attached ). The form asked a particular question, The Credit Card referenced Above was ( 1 ) lost/stolen ( 2 ) never received in the mail ( 3 ) account used by unauthorized person but card still in possession ( 4 ) never applied for card? I answered the question as it pertained which was ( 3 ) account used by unauthorized person but card still in possession. This was the most likely event that applied because all other events were not applicable. On XXXX/XXXX/XXXX I logged into my XXXX XXXX Walmart credit card account and noticed a re-adjustment which included the fraudulent charges, I immediately called XXXX XXXX and spoke to a fraud department rep/supervisor named XXXX. She informed me that the reinvestigation concluded once more that I was responsible, but instead of indicating I benefited from the transactions as before, she stated that the credit card EMV chip was used, therefore, I am responsible ; furthermore, she stated that since I indicated on the investigation form, account used by unauthorized person but card still in possession, I was more liable for the transactions. I vehemently explained to her that I was not responsible nor did I authorize the charges and what more do I need to provide to prove so, she said, be more creative, which she apologized after I indicated that it was offensive. She further told me that, there had to be a situation where someone had taken your card used the chip and entered the pin and all of that. I further relayed that the card does not have an established pin. She also indicated that I should go to the merchant to obtain some type of proof that I am not responsible for the transactions. Frustrated and angry, I requested another investigation/claim to be opened, which she reluctantly agreed before the call ended. Following her advice, I called one of the locations of the disputed transactions and was told investigations are handled by the credit card issuer or law enforcement and if records/data is necessary it will be requested by them and there is nothing they can provide me. This event has been very damaging to my credit and has consumed so much of my time. XXXX XXXX has the authority to complete a thorough investigation with XXXX but refuses to do so, instead, they are attempting to force me into paying for unauthorized/fraudulent charges.

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