Consumer complaint received 2019-01-30
Company: SYNCHRONY FINANCIAL
State: NC
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:
I would like to file a compliant against Synchrony Bank regarding a credit card fraud claim, which has lasted for more than a year. I have been a loyal XXXX XXXX XXXX customer with a XXXX  XXXX XXXX credit card and always paid off the statement balance with auto-pay on time for years. In XX/XX/XXXX, we moved to a new house which is much farther away from XXXX XXXX  XXXX stores compared to the previous house, so I never shopped at XXXX XXXX  XXXX stores and never used the XXXX XXXX  XXXX credit card ever again since XX/XX/XXXX. Until two years later, on XX/XX/XXXX, I noticed a very suspicious payment of {$1100.00} going out of the checking account to pay XXXX XXXX XXXX credit card. I immediately called XXXX XXXX XXXX credit card ( Synchrony Bank ) and filed a fraud claim. Here is the story by timeline. 
XX/XX/XXXX Several fraudulent transactions spanning a couple of days at multiple stores including XXXX XXXX were conducted in a city in South Carolina, which is hours away from XXXX, NC ( which is where I live ) and I have NEVER been to that city before. 
XX/XX/XXXX The bank auto-pay I set up long time ago paid off the {$1100.00} statement balance on those fraudulent transactions. Upon discovering this suspicious activity, I immediately opened a fraud claim indicating that I havent used this card for two years but the card ( with expiration date XX/XX/XXXX ) was always sitting in my old unused purse at home. I didnt make those transactions and had no idea who made those transactions. ( I was simply being 100 % honest and telling what I knew. ) XX/XX/XXXX I received a letter from Synchrony Bank stating that the fraud claim was denied because customer or someone authorized by customer is the beneficiary on those transactions. Upon receiving this letter, I immediately appealed the decision to fight back and called customer service. Customer service mentioned that it was a physical CHIP card ( which has extra security ) that was used in those transactions and merchandise refused to give credit back. Because you stated on the letter that you had the card with you, investigation team declined the case and concluded you or someone you know were the beneficiary. I explained to customer service that there were some misunderstandings. The card I had was the original card issued by Babies R Us when I first opened the account and it was NOT A CHIP CARD. I have never received any CHIP card in the past prior to the fraud date ( I only received one CHIP card after I filed the fraud claim because they cancelled the old card and sent me a new one ), so I reopened the fraud claim. I offered to mail them my original NON-CHIP card as a proof, and they said it was not necessary. I also suggested the investigation team to check the security footage at XXXX XXXX where the fraudulent transaction occurred and the investigator should find out that the person who used the physical CHIP card to make purchases was not me. Customer service indicated this additional information was helpful and they reopened the claim for me by adding this additional piece of information for investigation team to review. 
XX/XX/XXXX I called customer service to follow up and they said the claim got denied again due to exactly the same reason. They never checked the security footage at XXXX XXXX, instead they insisted that I was the one who made those transactions in person. I felt helpless and got bullied by the bank. I told customer service, If I were the beneficiary myself, why I still told you I had the card with me? Just think about it, if I were the beneficiary myself, I would tell you my card got stolen and I wouldnt suggest you to check the security footage. How stupid would I be if I made purchases myself and then opened a fraud claim and tell you I have the card with me? I got really upset with Synchrony Bank. 
XXXX XXXX I turned around to XXXX  XXXX XXXX for help where money went out from DDA and hoped XXXX  XXXX XXXX can resolve this case with Synchrony Bank on my behalf. 
XX/XX/XXXX Unfortunately, XXXX  XXXX XXXX stated that I had to resolve this issue with Synchrony Bank myself and there is nothing BoA can do to help. 
XX/XX/XXXX After months of frustration, I decided not to give up and fought for my innocence. I called Synchrony Bank customer service again and reopened the fraud case once again. I emphasized REPEATEDLY that the card I had in my old purse was the original NON-CHIP card which was issued in XX/XX/XXXX when I opened the account for the first time and I had never received that CHIP card which was used in making those fraudulent transactions. Customer service indicated this is new information that was not stated in the previous claim reports and they will add this additional piece of information for investigation team to review. 
XX/XX/XXXX I called again and asked for a status update. Customer service indicated the case is still under investigation and suggested me to call back later. 
XX/XX/XXXX I called back again. Customer service read me the notes from investigation team, saying the CHIP card was shipped to my old home address in XX/XX/XXXX. I indicated that I moved to the new house in XX/XX/XXXX, but I never received the CHIP card at my old address. Customer service indicated she would add this additional piece of information for investigation team to review and asked me to call back in 2 months to check the status update. 
XX/XX/XXXX I called back and the conclusion is that investigation team rejected the claim. 
I was very unhappy and upset about how Synchrony Bank was not even trying to help the victim customer in this fraud investigation. It is absolutely unfair for big banks to blame the fraudulent transactions on innocent customers, and bully innocent consumers for simply being honest. I felt deeply hurt and heartbroken. I do not want to be the scapegoat for some bad guy out there doing bad things. I want to make my voices heard and I want my justice.

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