Consumer complaint received 2025-10-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: VT

Complaint narrative:
On XX/XX/XXXX and XXXX, several charges were made to my TJMaxx card as well as other credit cards, after my wallet was stolen. I successfully reported my card stolen to several institutions, who, within a matter of hours, reissued my card, cleared my account of charges before anything was due or reported to credit agencies, and I resumed my financial activity with them. I tried several times, on the other hand, to file a similar dispute and launch an investigation with Synchrony Bank. The bank failed to launch an investigation until months later. They have repeatedly denied that I reported the card stolen and reported the charges, except they can confirm that the account was closed and reopened with a balance transfer. Then they tried to claim that they couldn't find the charges. I had them reaccess the account, under much effort on my part, and proved that there were, in fact, the following fraudulent charges made, all on XX/XX/year> : {$840.00} {$360.00} {$340.00} {$910.00} {$260.00} totaling {$2700.00} When making the initial claim, I specifically told Synchrony I did not consent to closing the account so the investigation would be completed, however, they denied my request and then did not open an investigation. When making the multiple fraud claims, I asked MULTIPLE times whether I would be held accountable for the balance and whether credit reporting agencies would be told that these charges were fraudulent, so as not to affect my near-perfect credit history. I was told repeatedly that nothing would be reported and that credit agencies would be on notice that the account was under investigation. All other financial institutions that I dealt with under this incident assured me the same and made good on their word. 
None of this happened with Synchrony. They, their debt collectors and and now credit agencies have been dogging me for months, with incessant and harrassing emails, texts, and calls, despite my repeated attempts to get a report of the investigation status in writing or by phone, have these charges cleared and close my account once and for all. They either claim that the investigation is still ongoing ( with no progress updates until I have to call and relentlessly pursue the line of questioning, getting tossed from department to incorrect department ) or that they have no record of my efforts to launch an investigation. On the last call, the customer service agent attempted to manipulate me into claiming that the charges were not in fact fraudulent, so that I would be held financially and legally liable for them. 
This fraudulent delinquency is now appearing on my credit report. I called to report this and they said they would absolutely take care of it, that the account was clearly still under investigation ( multiple requests for an explanation of what was taking so long and when I would finally hear back went unanswered ). I then received a letter in the mail saying that the account was in fact in delinquency so the reporting to credit reporting agencies would stand. 
I have run out of options and this has caused my family and I significant distress, knowing that my ability to take out loans or conduct other financial transactions have been compromised by the bank 's errors, negligence, and manipulation. First and foremost, I want my credit history to accurately reflect my ability to pay bills on time, which I have done for about 30 years now. I would like the investigation to come to its long-delayed close, the charges and any other fees or interest IMMEDIATELY refunded to my account. I would like Synchrony held accountable and only then, for my account fully closed with them. I would like a written confirmation of these actions along with an apology for the complete and utter carelessness and negligence. 

Thank you for your attention to this matter.

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