Consumer complaint received 2026-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I am submitting this complaint regarding Synchrony Banks handling of a fraudulent TJX Rewards credit card account that was opened and used in my name without my authorization. 

I first reported this account as fraudulent to Synchrony Bank by telephone on XX/XX/year>. I made additional fraud reports on XX/XX/year>, XX/XX/year>, and XX/XX/year>, each time clearly stating that I did not apply for, authorize, or benefit from this account. During these calls, Synchrony representatives stated that the account would be frozen and that a fraud investigation would be initiated. 

Despite these repeated notifications, Synchrony failed to timely acknowledge my dispute in writing, failed to suspend billing and collection activity, and failed to complete a reasonable investigation within the timeframes required under the Fair Credit Billing Act ( 15 U.S.C. 1666 ). 

On XX/XX/year>, I submitted a formal written fraud dispute pursuant to the FCBA. More than 30 days passed without proper written acknowledgment, and billing activity continued. On XX/XX/year>, Synchrony issued a missed payment notice attempting to collect {$290.00} on this same disputed account, demonstrating continued collection activity during an unresolved fraud dispute. 

In subsequent correspondence, Synchrony issued contradictory written determinations. In one letter, Synchrony acknowledged fraud, confirmed account closure, and stated that credit bureaus were notified. In later letters, Synchrony denied my fraud claim and implied financial responsibility, without providing any supporting documentation. In XX/XX/year>, Synchrony continued to generate billing-related notices, including autopay cancellation, despite the account remaining under dispute. 

At no point has Synchrony produced documentary evidence demonstrating that I opened, authorized, or benefited from this account. Specifically, Synchrony has failed to provide a signed credit application, IP address or device data, delivery confirmation, merchant documentation, or recorded call verification, despite multiple written demands.

Synchronys denial relied on conclusory factors such as address matching, account age, or alleged prior payments. These factors do not establish consumer authorization and do not satisfy the requirement of a reasonable investigation under the Fair Credit Reporting Act ( 15 U.S.C. 1681s-2 ). Additionally, continuing to treat the balance as valid and generating billing activity during an active fraud dispute constitute
s a violation of the Fair Credit Billing Act.

Based on the above, I believe Synchrony Bank has failed to conduct a reasonable investigation, failed to correct known fraudulent information, and continued collection-related activity while the account was disputed, in violation of the Fair Credit Reporting Act, Fair Credit Billing Act, and applicable consumer protection regulations.

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