Consumer complaint received 2023-05-26
Company: SYNCHRONY FINANCIAL
State: MD
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:
Rather than attached the 2 letters I sent to Synchrony Bank ( JC Penney Mastercard ), I am submitting the following statement explaining what has transpired to date. 

I am writing in response to the attached correspondence dated XXXX XXXX XXXX which I received on XX/XX/XXXX. I am quiet dismayed by this letter especially since I was told this subject letter was sent to me previously on several occasions when I called. I did not get one single letter until the one I recently received dated XX/XX/XXXX ( see attached ). Then to insult my intelligence, this letter indicated that the date of inquiry was XXXX  This is absolutely preposterous and untrue. 

I seriously question the integrity of your customer service representatives especially since I called numerous times since the very beginning of my fraudulent claim on or around XX/XX/XXXX. ( see copies of my personal handwritten notes attached ). 

Initially when I first notified and completed the fraud investigation form, I indicated that I did not authorized two charges on XX/XX/XXXX in the amount of {$100.00} and {$110.00}. However, I was told some calls later that the purchases were for an industrial board and a floor lamp, neither of which I purchased. 

Ive been going back and forth with representatives and managers and my efforts have fell on deaf ears. While I admitted that I purchased three of the five items on XXXX  as indicated on the fraud investigation form in the amount of {$9.00}, {$6.00}, {$19.00} ( I really cant remember now ). The other two items indicated above I did not purchase. 

Subsequently, I learned that my claim was denied, but I was not told why. I called again a couple times more, and the response was that I would receive a letter in the mail concerning the results of the investigation. Instead, I was sent the same fraud investigation forms to complete. I never receive said letter ; it never came. I also asked if the merchant stated whether the said merchandise ordered was online or by phone. I never a response. I believe I placed the order by phone. It would seem that whomever performed the investigation would have asked the company for a copy of recording or at least the online order, none of which was done I believe. 

I DID NOT PURCHASE THE FLOOR LAMP NOR THE INDUSTRIAL BOARD. The merchant is lying as some always do. If I made these purchases I would pay for them, Im an honest person. How dare your management take the word of the merchant over a customer who has been with JC Penney for many years. Further, I was told by the representatives that the merchant provided evidence that the disputed items was mailed to my home and gave me a tracking number which I could not find. I have never received one ounce of proof. 

Therefore, I demand to be credited for the fraudulent charges + interest. 

Finally, I am providing a copy of my personal notes of various representatives I spoke with as well as the dates. Not only that, I was assured that notes of each conversation I had with representatives would be recorded and my file noted memorializing the conversation. I dont believe this occurred because I was resent about three more fraudulent claim forms to complete. 

This entire process has been very frustrating and dauting for me. In spite of all this, Ive only been making the minimum payments on my account to prevent JC Penney from ruining my stellar credit. However, this matter is rectified, I will no longer be making purchases

on my JC Penney card not ever! I sent copies to the President of JC Penney Mastercard Synch
rony Bank ; XXXX XXXX, XXXX XXXX XXXX, XXXX FL XXXX ; and, The customer service Department at Synchrony Bank

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