Consumer complaint received 2016-05-30
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
On XXXX XXXX, 2016, my Sam 's Club MasterCard, serviced by Synchrony Bank, was compromised made evident by a declined transaction at a restaurant. I called the bank and the first associate with whom I spoke informed me of a freeze on the account due to suspicious activity. He said that since I was the authorized user that he would lift the freeze. He then went on to explain that the freeze was placed on the account because of many charges to XXXX in Florida ; I do not live in Florida. He proceeded to inform me that there had been XXXX charges to several different XXXX stores in Florida, within seconds of each other, totaling over {$350.00}. I inquired as to 1 ) why I had not been notified, and 2 ) why it took XXXX transactions before the freeze was placed. This is the point my dissatisfaction with their fraud notification and customer service began. The associate informed me that I was not notified via the automated system because I had not given them permission to contact me on my cell phone via that system. I was then forwarded to another agent who would begin the fraud report process. I was assured the XXXX fraudulent charges were flagged as fraudulent ; however, that 1 ) these transactions will be processed, 2 ) the fraud investigation process takes 30-60 days, 3 ) the charges and associated interest/fees will not be reversed until proven fraudulent, 4 ) a new card will be issued, but would take up to 4 days to arrive and they had no ability to overnight the card, 5 ) an affidavit form for the fraud investigation would be mailed out and I should receive it in 7-10 days. So, I will have no card to use, Synchrony Bank refused to expedite the process, and would not be reversing the charges for 30-60 days. I was given the phone number for fraud investigations, which was closed at the time, but when I called the number, my call was routed to another associate. This associate requested my Mother 's maiden name to verify identity. I provided the name and she told me that was incorrect. I provided my spouse 's Mother 's maiden name and was told that this name was incorrect. The associate wanted to update the information to be correct but I asked to know what name they had in their system. The associate proceeded to inform me that she was not permitted to give out this information. I requested to speak with her upline, who also informed me that she was not permitted to tell me what maiden name they had on file. She did, however, inform me that when the account was opened originally, that the Sam 's Club associate may have entered a random name or code in that field. I proceeded to inform the associate that placing fraudulent information on my account is illegal and that I have a right to know what is on my account and what maiden name they have on the account. Still, she refused to reveal that information. She did, at least, request my new card to be expedited. I requested to be forwarded to her upline but this associate also refused to provide the maiden name they had on file, stating 1 ) it is against their policy, 2 ) it is n't my information and I 'm not allowed to have it, 3 ) she 's not willing to compromise her job over this, 4 ) that someone may have called in claiming to be me and changed the maiden name, 5 ) that I am not allowed to know if/when someone called in and changed the maiden name, 6 ) contact the police and the credit bureaus because Synchrony Bank may release this requested information to their investigators and I may request the information from them. I made my dissatisfaction and complaints known with each of the XXXX associates with whom I spoke. I expect to be contacted from corporate over this unacceptable security, procedure, and lack of customer service. Synchrony Bank 's poor policy has denied me justice in discovering where along the line someone compromised my account. I will no longer be banking with 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 non-monetary relief