Consumer complaint received 2017-10-23
Company: SYNCHRONY FINANCIAL
State: TX
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:
In XXXX, someone fraudulently used my identification to open an account at XXXX XXXXSYNCH which is serviced by XXXX XXXX. I did n't know this had been done until I received a letter from XXXX XXXX stating this account was 60 days past due and was getting ready to go to collections. I contacted XXXX to tell them this was not my account. The manager I spoke with at this time took my statement and told me it would be handled by the Fraud Dept. He also said that it would be in my best interest to pay the minimum due each month, {$84.00}. because if the investigation was not resolved in my favor I would not have to pay monies due back all at once. I set up for {$84.00} to be automatically deducted from my checking account starting in XXXX to pay in account XXXX. 

I received a letter in XXXX XXXX, stating that the investigation was completed and the claim had been resolved in my favor. 

In XXXX XXXX, I called XXXX XXXX to see what I needed to do to be reimbursed the monies I payed on this account. I was told I had to send them all documents showing where I payed on this account. I was told I could mail and/or fax the documents to them. They gave me their address ( ATTN : Payments-XXXXXXXX XXXX, XXXX XXXX XXXX, XXXX FL XXXX ) and fax number ( XXXX ). I was told it would take 30-40 days from the date they received the documents before I would receive my refund. In XXXX XXXX, I mailed and faxed every bank statement and billing statement that showed where I had payed on this account. 

At the end of the 40 days, XXXX XXXX, I had n't heard from XXXX XXXX so I started calling. From XXXX to XXXX XXXX I have been calling and continuously got transferred from customer service to the fraud dept to investigation dept and resolution dept. 

In XXXX XXXX, I called XXXX XXXX again to check on the status of my reimbursement. I spoke to another manager. She told me I should wait another 15 days to hear something from them. If I do n't receive anything then maybe I should mail or fax the documents again. I told her I was not going to fax or mail anything again because I would have to wait another 30-40 days from the receipt of the newly send document for a responses. Plus I told her it cost me {$60.00} to fax the documents the first time. I asked her if she, the manager in the Fraud Dept, could reach out to the dept where the reimbursement is supposed to come from to check the status. She told me she could n't that dept could only be reached by mail. I 'm at my wits end at this point. Each and every time I have called XXXX I 'm transferred from one dept to another and back to the first one I called again having to begin at the beginning explaining everything all over again to each person I 'm transferred to.This has been going on from XXXX to 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 explanation