Consumer complaint received 2021-04-20
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX I noticed a suspicious charge on my Amazon store card account that is financed by Synchrony. The amount was for {$160.00} which did not show up on my order history. I immediately called Amazon and they referred me to Synchrony. Synchrony asked me a series of questions like if i had lost my card, or lent it out, or used a public hot spot. The answer was negative to all the questions. The card is the default payment option on Amazon, so I never use it physically. I was reassured over the phone by a representative that they had zero fraud liability. At that point I put the matter aside as I knew they would discover evidence to support my claim. We even canceled my old account and was reissued a new account number. The amount in question was temporarily removed while they conducted their investigation. I forgot all about the matter when on XX/XX/2021 I noticed a balance transfer transaction on my Amazon store card account in the amount of {$160.00}. I immediately called customer service and was advised that the amount reflected the fraud investigation that unfortunately was ruled against my favor. The representative did know the reasons why. I then checked my spam folder in my email and found the letter from Synchrony explaining that the reason my fraud claim was denied was because the products were in fact delivered to my address. I am very busy at work and we receive numerous packages at my residence, but I consulted with my wife about the matter. She reminded me that we did in fact receive a strange package a few weeks ago addressed to me and she had saved it. In the package was two neck gaiters, a small metallic key ring, and a XXXX brand lanyard. So today XX/XX/2021 I had a full afternoon off so I called Synchrony fraud customer service and discovered that the USPS tracking number they had on record was the same tracking that was on the strange package I received on XX/XX/2021. They stated they would reopen the case, but the representative on the phone with me was very short and seemed uninterested in what I had to say. I just wanted all the facts documented. He did advise me to contact Amazon customer service and relay the strange package information to them. Keep in mind that the order has never populated my order history on Amazon, and I have a stellar payment history with a credit rating well into the mid 800s.I was informed that the items allegedly ordered were some sort of beach bedding. I was also advised I should file a police report, which I did today and the process is pending. I then called Amazon customer service and after the rep researched the USPS tracking number he determined that the order in question never originated from Amazon, and there was no record on his end of any such transaction. He then put me on hold while he contacted a representative from the Postal Service. Through three way conference I spoke with the USPS rep and after she conducted her research on the suspicious package I received, she concluded there was nothing her department could do to help me, since the package was in fact delivered and that was as far as she could go with this investigation. However she did refer me to the office of the USPS postal inspectors office to file a formal complaint and investigation on possible mail fraud, which I did and action is also pending. I feel I did more research into this matter than the fraud department with Synchrony, why did they not research the tracking number with Amazon. Why did they not contact me and inquire their discovery of delivery of the package. Lastly after numerous phone calls, why do they not believe me, when all the facts so obviously point to fraud.

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