Consumer complaint received 2020-02-27
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My complaint relates to a number of fraudulent purchases that were made on a Synchrony Bank credit card that was opened in partnership with XXXX XXXX. This instance of fraud involves Synchrony Bank, XXXX XXXX, and XXXX XXXX. In sum, I never received the Synchrony Bank Credit Card that I opened via XXXX XXXX, multiple fraudulent charges were made at a XXXX XXXX in Illinois, I disputed those charges immediately upon becoming aware of them, and my fraud claim with Synchrony Bank has been denied twice. A timeline of the fraud claim is detailed below : On XX/XX/XXXX, after a number of emails with an XXXX XXXX employee regarding current promotions on merchandise at the store, my wife and I decided on two products to purchase. On the same date, the XXXX XXXX employee drafted an invoice. 
During this time, my wife and I decided that we would take advantage of XXXX XXXX ' twelve-month no interest financing on the purchase of the aforementioned items. We were advised by the XXXX XXXX employee that the financing required us to open a credit card with Synchrony Bank. 

On XX/XX/XXXX, in the early afternoon, my wife and I contacted Synchrony Bank and opened a credit line in my name. 

On XX/XX/XXXX, in the early afternoon, my wife and I called the XXXX XXXX  employee to finalize the purchase. That employee took the card information and printed the invoice that afternoon. The product was scheduled to be delivered to our home on XX/XX/XXXX. It was delivered without issue. 

I never received the credit card from Synchrony Bank in the mail. I attempted to call Synchrony Bank to obtain my account information in order to check the account, but was told to wait for the credit card or my first statement. 

On or about XX/XX/XXXX, I received my first Synchrony Bank statement, dated XX/XX/XXXX. It was at this time that I first realized that fraudulent purchases were made on my account. The legitimate purchase, made at XXXX XXXX, equated to {$2900.00}. The account balance reflected on my first Synchrony Bank statement equated to {$5600.00}. This amount included a fraudulent charge of {$2600.00} made at a XXXX XXXX in Illinois. 

I immediately called Synchrony Bank, advised them of the fraudulent purchase, and of the fact that the only legitimate purchase or action taken with that card was the XXXX XXXX purchase. 

Synchrony advised me that they would immediately cancel that credit card and issue me a new card, which I received a few days later. They further advised me that there were a number of attempted purchases made at the same XXXX XXXX which were denied due to the card only having a {$6500.00} credit limit. 

On or about XX/XX/XXXX, I received another letter from Synchrony Bank indicating that a request was made, and denied, to increase the credit line on my account. 

On or about the same date, I received a letter from Synchrony Bank indicating the following We understand experiencing fraud can be upsetting and we want to assure you the Synchrony Fraud Team is here to help. With our {$0.00} Fraud Liability benefit, youre never responsible for unauthorized charges. The letter further indicated that, among other actions, Synchrony had opened a fraud claim. 

On or about the same date, I called Synchrony Bank to advise them that I received a letter indicating that a credit limit increase was requested and denied. I advised that I did not make that request. 

On or about XX/XX/XXXX, I received a Fraud Investigation Form from Synchrony Bank, noting that the investigation could take up to 90 days. I immediately completed the form, indicating that I never received the card, and the three charges listed on the form that were made at XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX, totalling {$3500.00} were fraudulent. I immediately returned the completed form to Synchrony Bank via fax, and later confirmed receipt. 

Following this date, I called Synchrony Bank numerous times to determine the status of the fraud investigation. I was repeatedly told I needed to wait until completion of the investigation. 

On or about XX/XX/XXXX, I received a letter from Synchrony Bank stating that the fraud claim review was complete. The Synchrony Fraud Team reviewed and denied my fraud claim, claiming that I authorized, participated in, or benefited from the purchase. 

At this time, the fraudulent charges were transferred to the new Synchrony Bank account. Ultimately, a total of {$4100.00} of charges and a {$2.00} interest charge were added to my new Synchrony Bank account. Of note, a {$590.00} fraudulent XXXX XXXX charge was added in duplicate. So, not only was it fraudulent, by Synchrony Bank erroneously added that charge twice. 

I immediately called Synchrony Bank and reiterated that the charges made at XXXX XXXX were fraudulent. After an extended conversation, the Synchrony Fraud Team agreed to reopen my fraud claim. 

On or about XX/XX/XXXX, I received another letter from Synchrony Bank, which was identical to the XX/XX/XXXX letter, indicating that a fraud claim was opened. 

On or about the same date, I called XXXX XXXX and explained the situation to the sales associate who completed our purchase, as well as the general manager of the store. They provided me with another number to call in the Synchrony Bank Fraud Department. From my understanding, this number was for a liaison between XXXX XXXX and Synchrony Bank. I called and spoke to that person, who immediately did not want to speak with me because I was calling her on an internal line. I explained my situation to her, and per her, she took extensive notes and provided my statements to the Synchrony Fraud Department. 

Since this time, I have called the Synchrony Bank Fraud Department multiple times and was told to wait until completion of the investigation. 

On XX/XX/XXXX, I received a call from the Synchrony Fraud Team. They advised that the Fraud Team was finalizing the investigation, but before doing so asked me a number of additional questions which I had answered numerous times on their recorded lines. 

On XX/XX/XXXX, I received a letter from Synchrony Bank stating that the fraud claim review was complete. The Synchrony Fraud Team reviewed and denied my fraud claim, claiming that I authorized, participated in, or benefited from the purchase. 

During this time period, I have in good faith made three {$400.00} payments totalling {$1200.00} to Synchrony Bank toward the legitimate purchase that I made at XXXX XXXX. The legitimate purchase in the amount of {$2900.00}, less the {$1200.00} payment, equates to {$1700.00}. Due to the transfer of the fraudulent purchases, along with the erroneous duplicative {$590.00} charge added by Synchrony Bank, the current balance as of XX/XX/XXXX is {$5200.00}, or a difference of {$3500.00}.

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