Consumer complaint received 2020-11-17
Company: SYNCHRONY FINANCIAL
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
Originally had and enjoyed using a credit card from Toys-R-Us, when they went out of business a Synchrony Bank credit card was issued to us without our requesting it ( XXXX approx ). 
Card was NOT needed, we used it to purchase Toys for grandkids, and now was not useful to us, destroyed issued card. Original card number issued was XXXX acct. 

XXXX XXXX, XXXX started receiving bills to pay {$13.00} owing ( card never used! ) : ( billing dates XX/XX/XXXX thru XX/XX/XXXX due on XX/XX/XXXX ( bill ) for purchase on Amazon XXXX XXXX XXXX AMZN.COM/XXXX XXXX for {$14.00} *XX/XX/2020 bill shows previous balance of {$13.00} with purchases of {$14.00}, fees charged {$13.00}, and interest charges {$0.00} : New balance of {$41.00} as of XX/XX/XXXX ), ( billing cycle XX/XX/XXXX thru XX/XX/XXXX ) XXXX XXXX, XXXX bill shows " new balance '' of {$14.00} after noting XX/XX/XXXX refund of late fees -- {$13.00}, XX/XX/XXXX adjustment-purchases - {$14.00}, XX/XX/XXXX interest charge - {$0.00}, balance transfer of {$41.00} ; interest charges of {$0.00} ; a balance owing of {$14.00} due on XX/XX/XXXX. 

XXXX XXXX, XXXX bill shows new balance of {$28.00}, showing previous balance of {$14.00}, late fee of {$14.00}, and interest of {$0.00}. Notes show XX/XX/XXXX " pending claim ''. Online showed " last payment of {$5800.00} on XX/XX/XXXX ''. NOTE : never used card, never made ANY payment on this account. something is really messed up with their accounting!!! XX/XX/XXXX they told us to " disregard '' the fraud problem after speaking with them via phone call. ( XXXX ; XXXX XXXX  ) XXXX XXXX, XXXX bill showed new balance of {$14.00} due on XX/XX/XXXX. Wondered what " disregard '' meant about fallacious balance here? 

XXXX XXXX, XXXX bill started all over again showing previous balance of {$14.00}, fees charged of {$14.00}, and interest of {$0.00} for a new balance of {$28.00}. On XX/XX/XXXX made ANOTHER call at XXXX XXXX  to XXXX at Customer Service about FRAUDULENT ACCOUNT, then handed off to XXXX ( Dept of Collections ) regarding account. He referred us to the {$5800.00} payment indicated was made on XX/XX/XXXX concerning what they had for activity on the card. XXXX said would remove account, and notify credit bureaus to remove negative report. NONE OF THAT WAS DONE! 

XXXX XXXX, XXXX bill still continuing like NOTHING was done ; previous balance {$28.00} and {$0.00} interest payment ; new balance owed of {$29.00}. 



XX/XX/XXXX : one week reminder, owe {$28.00} due XX/XX/XXXX XX/XX/XXXX : owe {$28.00} due by XX/XX/XXXX XX/XX/XXXX : owe {$28.00} due by XX/XX/XXXX XX/XX/XXXX : owe {$28.00} due by XX/XX/XXXX XX/XX/XXXX : survey about our phone call to Synchrony regarding account we have never used or charged anything on. 
XX/XX/XXXX : same as above, another survey XX/XX/XXXX : " Closed XXXX account at our request and we owe {$28.00}.??? 
XX/XX/XXXX : {$29.00} owed by XX/XX/XXXX demand XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : Synchrony acknowledged FRAUD CLAIM XX/XX/XXXX : Missed payment demand {$29.00} owed XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : Synchrony APPROVED FRAUD CLAIM for XXXX claim XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : {$29.00} owed demand XX/XX/XXXX : {$29.00} demand, XXXX week overdue XX/XX/XXXX : {$29.00} demand XX/XX/XXXX : {$29.00} demand, overdue XX/XX/XXXX : Spoke with XXXX in Customer Service, cancelled card again! 
after XX/XX/XXXX : received NEW card in mail, after we told them to CANCEL the account! 
XX/XX/XXXX : {$29.00} demand, overdue XX/XX/XXXX : letter acknowledging closing account XXXX at our request XXXX how many times do we have to do this? ) XX/XX/XXXX : {$29.00} demand, overdue XX/XX/XXXX : {$29.00} demand XX/XX/XXXX : {$29.00} demand XX/XX/XXXX : {$29.00} demand XX/XX/XXXX : " Please contact us regarding payment '', owe {$29.00} XX/XX/XXXX : Cancelled Card again, opened claim for unauthorized activity ( again ), they were to notify credit bureaus, etc ( heard this story several times before ) talked to Fraud Solutions Team XXXX ) XX/XX/XXXX : Approved FRAUD CLAIM ( XXXX ) XX/XX/XXXX : Denying FRAUD CLAIM ( XXXX ) siting : Payments made by you ( never used card, never made a payment, this was card issued to us without our request after they cancelled the first card! which was never used!! XXXX, said card was activated by number belonging to you ( we still have that card in envelope, never activated, never used! ), and site purchases made with card, when FRAUD activity was initiated with former card, not this one! 

This Bank needs to be removed from XXXX  XXXX. They are so messed up, don't know how they're doing business. We have made in excess of 20 phone calls, told many times it would be taken care of and removed from any negative reporting, all of which doesn't appear to have been accomplished or even attempted. This started evidently in XXXX, and didn't become " visible '' to us until XX/XX/XXXX. We want this resolved, and everything CLOSED regarding any accounts and contact with this bank! This has been absolutely and remarkably XXXX  to have to go through, this bank should face reprimands for their LACK of PROFESSIONALISM and SERVICE.

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