Consumer complaint received 2015-05-25
Company: SYNCHRONY FINANCIAL
State: MA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
On XXXX/XXXX/2015 My credit card info was high jacked online ... and used to make XXXX purchases at a Company in XXXX XXXX called " XXXX XXXX XXXX XXXX XXXX '' the charges were for {$180.00} plus a Foreign transaction fee of {$5.00} and another purchase of {$270.00} with a Foreign Transaction fee of {$8.00}. I noticed the charges immediately as I was on online trying to making an airline purchase at XXXX 's website. I was having difficulty so I called XXXX Customer to help me order the tickets. When I finished the call ... from home XXXX, Massachusetts it was late in the evening of XXXX XXXX, 2015. A few hours later after midnight..sometime around XXXX or just a little after I went back online to check My Synchrony Bank-TJX Master Card billing online to check the price I had paid for Jet Blue Tickets, {$640.00}. I saw that it posted with a date of XX/XX/2015..so that was what I expected, HOWEVER, right after that transaction on my billing page were XXXX transactions that had posted as of XXXX/XXXX/2015 sometime after midnight ... .There were the XXXX charges I mentioned above from XXXX, XXXX. I did NOT make or authorize these XXXX charges from XXXX. I IMMEDIATELY called the Customer Service line at Synchrony Bank at XXXX. I notified a customer Service Representative of the fraudulent charges that I did NOT authorize..and disputed the charges. They told me that they would sent this on the Fraud Dept. and immediately cancelled my credit card number and issued me a new credit account number and put in a request for me to receive a new card which I received XXXX to XXXX business day later. They noticed me an investigation would occur and be completed within 14 days. I received a letter on XXXX XXXX, 2015 dated XXXX/XXXX/2015. That stated that they could not find any unauthorized charges and they considered the case closed! I had spoken to them after the initial call and they assured me that they would investigate and remove charges. To date this has NOT BEEN DONE! I am continuing to call Fraud Resolution Dept. at Synchrony Bank XXXX to demand that they remove these charges..which are fraudulent. I notified them just a couple hours after the charges posted and was very vigilant in reporting the problem. I also sent them an email on their internal communication link describing the problem. I researched on line on a site called XXXX and found that others in the recent past had been scammed by this hackers with the same company in XXXX XXXX XXXX XXXX XXXX XXXX XXXX ... and victims said they had no idea how the stammers got their Credit account # s got the XXXX Company to charged them either and that they were working with their bank to resolve issue. To date Synchrony Bank has NOT removed the XXXX fraudulent charges on MY account and the XXXX corresponding foreign Transaction Fees associated with them .... I am determined to not have to pay these fraudulent charges. I had a good anti-virus program on my PC at the time " XXXX! XXXX XXXX 2015. I demand reparation form Synchrony Bank! DEar CFPB please help in any way you can. Synchrony Bank contact info is TJX Rewards Customer Service C/O SYNCB XXXX XXXX XXXX, XXXX, FL XXXX. The Fraud Dept Telephone number is XXXX XXXX. Please advise asap. Thanks. XXXX XXXX.

Company response to consumer: Closed with monetary relief