Consumer complaint received 2016-12-28
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
Sam 's Club credit card at Synchrony Bank compromised in XXXX system on XXXX/XXXX/16. XXXX fraudulent charges for XXXX XXXX watches sold by " XXXX '' used my Sam 's Club Credit card to pay the XXXX {$110.00} charges. Within hours, I noticed the illegal act and reported the card compromised to Synchrony bank and illegal take over of my account to XXXX. 

Synchrony bank attested over the phone on my reporting the card compromised ( fraudulent use ) that : 1. The account would be closed and reopened with a new account number. 

2. That the XXXX charges totaling {$230.00} would be reversed on the old account and the corrected balance of {$2600.00} would be transferred to the new account and new cards would be mailed out. 
3. The service person revealed to me in this initial reporting of a compromised card that it was indeed fraud and stated that " It is tied to charges coming from the XXXX XXXX ''. ( Whatever that is, obviously a hacker in XXXX ) Then, on XXXX/XXXX/2016, the new cards did arrive in the mail to my residence with a new account number and remained un-activated and un-signed in the mailing envelope when NEW FRAUD was discovered in the account. 

Today on XXXX/XXXX/2016, a monthly statement showing all prior activity in the old and new account was mailed to me via email and received in my email system. The new statement shows clearly : 1. Synchrony bank did not ever issue a credit for the XXXX fraudulent charges totaling {$230.00}. 
2. Synchrony did in fact, aid and abet the fraudulent acts performed on my account by allowing both charges to go through, showing no credit whatsoever for the promised " credit ' during the XXXX recorded phone conversation. ( They state all of my conversations are recorded and I strongly suggest you order the conversations to investigate internally just how many more are mis-treated by this bank during fraud investigations ) 3. Therefore, Synchrony bank has issued an " over limit '' warning on my new account statement received XXXX/XXXX/2016 stating I was " {$110.00} over my credit limit. This is because they failed to reverse the XXXX fraud charges as promised. During phone conversations both general phone staff and fraud department staff did multiple audible apologies to me. These apologies do n't repair the credit bureau damages. 

4. The fraud department says it will be around 60 days to investigate and see credit come back into my account. This is not only un-acceptable since they lied to me the fraud charges would reverse on the first day I called - but also against federal credit card statutes that protect me as a consumer. 

5. I gave them an ultimatum to repair in 24 hours all legal damages, including permanent damage to my credit ratings as they will report being " over the limit '' to all bureaus due to their incompetence and lie that the fraud charges had reversed. 

6. I have decided to report this incident without delay as I do not trust anything they have said to me to date and could care less about this credit issuing company or what they try to do to me for reporting their mis-representations stated to me by phone and wrongful acts that will hurt my credit score during a time I am shopping for a new vehicle as well as planning on purchasing a new home. 

Perhaps an audit of their accounts will reveal others being abused and illegally treated as I have been. I have a zero tolerance for taking any loss or being caused any damages for fraudulent acts committed against me, my credit, my good name, etc. 

Federal consumer laws have been broken here and I ask for full and complete restitution with the help of the US Government. 

Thanks!

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