Consumer complaint received 2017-10-22
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
XX/XX/XXXX To whom it may concern at : XXXX XXXX Synchrony Bank XXXX XXXX I am a victim of identity theft. 
On or before XX/XX/XXXX, my personal information was comprised. On this day, at a XXXX XXXX store in XXXX, GA, I believe, my personal information was used to add phone line XXXX to my account. On XX/XX/XXXX, XXXX has another transaction report for another added line, XXXX XXXX. Both lines were added without my knowledge or consent. On a date that I can not confirm, the criminal transferred the main XXXX line, my telephone number, XXXX, to one of the unauthorized phones purchased with my information. 
On this same unknown date, my XXXX was disabled. I logged into my XXXX account online, discovered the two unknown lines, and called XXXX. They were unable to verify my phone model as the main customer account line ( now switched to an XXXX flip phone ) and transferred me to their fraud department. After speaking with the fraud agent, the two unapproved lines were cancelled, XXXX XXXX was transferred back to its proper device ( mine ), my account was credited for all related unauthorized charges, and the representative told me that my personal information was compromised. He advised me to review all credit transactions and contact the credit bureaus. I scanned my two credit cards and noticed no unauthorized activity. I opened fraud alerts for 90 days with each of the three credit bureaus. 
It does not end there. A few days later, I received a suspicious activity letter from Synchrony Bank for a XXXX XXXX account opened at store number XXXX in XXXX, GA, for a {$10000.00} line of credit with purchase activity. I immediately called Synchrony Bank, notified them that I didnt authorize the account, and opened a fraud report. I cancelled my other two lines with Synchrony Bank, a XXXX card and a XXXX XXXX card, on the basis that I was applying for a mortgage ( and I was not feeling great about Synchrony Bank at the time, either ). 
On XX/XX/XXXX, I received a letter from Synchrony Bank, notifying me that my fraud request was denied because I benefitted from the account. I called Synchrony the following day and the representative read me the investigators comments. Synchrony Bank was able to verify my address, telephone number, and social security number. Thats it all of which was stolen from me and used for XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, AZ XXXX XXXXXXXXXXXX XXXX XXXX XXXX. I received the physical XXXX XXXX card in the mail several days ago and destroyed the card and all accompanying materials, thinking the issue was handled. 
The XXXX and Synchrony Bank events are now related based on my conversation with the Synchrony Bank representative. XXXX XXXX did not require photo ID. They sent a text verification code to my number, XXXX, which at the time was now in the hands of the criminals. ( See above ).  Synchrony Bank offered to reopen the fraud case and needed a police report. XXXX XXXX Sheriffs Department XXXX XXXX in XXXX XXXX, AZ, opened report number XXXX on XX/XX/XXXX,  with the information I am providing to you in writing. 
XXXX XXXX advised me to file a report at XXXX. However, I dont have any of the purchase details to submit the report. 
Respectfully, XXXX XXXX XXXX

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