Consumer complaint received 2017-04-27
Company: SYNCHRONY FINANCIAL
State: CT
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:
1. On or before   XXXX   XXXX   XXXX   our credit card account balance at  TJX Rewards Platinum MasterCard ( operated  by Synchrony Ban k )  had been {$0.00}.   2. On   XXXX   XXXX   XXXX  , due to an emergency, we attempted to purchase an airline ticket to  XXXX ,  XXXX .   3. On   XXXX   XXXX   XXXX  , my husband made a reservation to  XXXX , with  XXXX   XXXX  ...  XXXX   XXXX   XXXX  {$610.00},  XXXX   XXXX   XXXX  ...  XXXX  {$760.00} and  XXXX   XXXX  ...  XXXX   XXXX  TX {$730.00}.    4.  Both  XXXX  and   XXXX   XXXX   had been canceled and the respected travel agencies have PROMPTLY REFUNDED all charges to our account on the same day on    XXXX   XXXX   XXXX   , though not appeared on the  Synchrony register  until several days later.    5.  The third reservation we made on   XXXX   XXXX   XXXX  ,  XXXX   XXXX  ...  XXXX   XXXX  TX {$730.00}, through  XXXX  a subsidiary of or agent of  XXXX   XXXX , to pay for the  XXXX , CT to  XXXX , and back ticket, as  XXXX  presented to me on   XXXX   XXXX   XXXX   in their itinerary. ( Copy provided to Synchrony. ) 6. On   XXXX   XXXX   XXXX  , we discovered serious defects and omissions in the paid and forwarded  XXXX / XXXX  provided electronic ticket.   7. On the same day,   XXXX   XXXX   XXXX   we have called and confronted  XXXX  to correct their negligent and incompetent mistakes.    8.   XXXX t agent on   XXXX   XXXX   XXXX  , instead of promptly correct fatal blunders in the reservation and follow our verbal agreement, wanted to extract additional amounts from us for correcting the reservation so we can use it.   9. At that point, we realized that we had been fraudulently sold an airline ticket and reservation which I could not use in its dishonestly presented form such as fictional airports, inappropriate addresses given for boarding airports, inaccurate or phony address given for the location of connecting flights, and mislabeled city and state identification.   10.  XXXX  agent also did not followed my verbal instruction, therefore voiding our agreement, before charged my credit card.   11. Realizing that  XXXX  agent attempted to drag us into an illegal and unlawful Bait and switch scheme, we cancelled the reservation and DEMANDED full refund due to the ongoing fraudulent misrepresentation of the original reservation.   12. On   XXXX   XXXX   XXXX  ,  XXXX /  XXXX   XXXX   by refusing to cooperate and correct their mistake FREE OF CHARGE, voided the original contract of  XX/XX/XXXX , breaching and defaulting on our original agreement we had on  XX/XX/XXXX . Therefore  XXXX /  XXXX   could not use their 24-hour cancelation limit on a voided agreement, and should have promptly refunded money extracted from us by false pretense.  (  Synchrony received numerous time ALL evidences supporting our claim as early as  XX/XX/XXXX  ) 13. On   XXXX   XXXX   XXXX  , we cancelled the voided reservation at the  XXXX   XXXX  website which fact  XXXX   XXXX  confirmed in their email.   14. At the same time, we informed Synchrony bank who manages  TJX Rewards Platinum MasterCard,  about the fraudulent charge by  XXXX / XXXX . Synchrony bank received ALL the supporting evidences and information to confirm the validity our legitimate claim.   15. Shortly after reporting the disputed  XXXX   XXXX  charge in   XXXX   XXXX  , Synchrony Bank closed our old TJX credit card account number and credit card, and issued new account number and credit card.   16. By   XXXX   XXXX   XXXX   Synchrony Bank incompetently and negligently made a chaos of our new credit card account reinstating AS A NEW CHARGE the previously cleared and refunded charges made on   XXXX   XXXX   XXXX     17. Synchrony bank incorrectly posted on the   XXXX   XXXX   statement a balance transfer of {$650.00} on  XX/XX/XXXX , which was the already refunded, at  XX/XX/XXXX ,  XXXX  {$610.00} + related insurance of {$44.00}, to our new  TJX  credit card account. Synchrony Bank has all the necessary evidence since   XXXX   to remove the {$650.00} erroneously applied balance transfer.   18. Adding insult to injury Synchrony Bank, unlawfully drawing automatic monthly payment of minimum due payment from our bank account since   XXXX   XXXX   due to an erroneously posted balance transfer, disregarding our numerous warnings for the illegitimate act.   19. After  XX/XX/XXXX , Synchrony Bank sent a fraud claim form that we completed and sent back. We then received a letter from Synchrony Bank  Fraud  investigation dept. denying our  Fraud Claim,  saying " Customer released account information to a third party '' was the reason given for the denial.   20. We informed Synchrony Bank several times, that credit card information was given over the phone to  XXXX  for a purchase. MY HUSBAND AND I MADE THE PHONE CALL. INFORMATION WAS NOT GIVEN TO A THIRD-PARTY. A fraudulent charge had been made by an employee of   XXXX   travel agency for a fraudulent airline ticket + insurance by  XXXX  on  XXXX / XXXX / XXXX .   21. We canceled this purchase due to fraud. It is/was a completely a fake charge and as soon as we discovered the fact that we were duped reported the fraud on   XXXX   to  TJX Rewards Platinum MasterCard /Synchrony  Bank  XXXX  If the  Fraud investigator  would have done their work properly, he/she wouldnt arrive to the erroneous declaration.   22. Instead of proper investigation by competent investigators of Synchrony Bank, the fraudulent charge claim had been wrongfully dismissed without proper investigation, and put back into our new TJX CC account, together with two other ALREADY CLEARED and refunded completely paid charges as a new charge, around   XXXX   XXXX   XXXX  .   23. Since   XXXX   XXXX   XXXX  , Synchrony Bank intentionally and premeditatedly delays and obstructs the resolution of this issue. Our several written fraud and disputed charge complaints either never investigated properly or not retorted at al l (  like our latest written complaint on   XXXX   XXXX   XXXX   mailed to Synchrony Bank via certified mail ).   24. The personal stuff manning the Synchrony Bank provided telephone numbers to customer service, and the so called inhouse e-mail system ( which allows only a short message less than 500 characters ) woefully inadequate to resolve any issue at Synchrony Bank. Such system by Synchrony Bank serves only Synchrony Bank to make denials to fraudulent charge claims plausible, but not supported with any proper investigations and facts, giving excuses only to Synchrony Bank to illegitimately charging interests, fees, and factitious credit card charges.

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 monetary relief