Consumer complaint received 2025-07-03 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
Subject : CFPB Complaint Against Synchrony Bank - Fraud Dispute Mishandling Company : Synchrony BankProduct : Credit Card ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX What Happened : I am filing a formal complaint against Synchrony Bank for mishandling a fraud dispute tied to an account I did not open, authorize, or benefit from. I became aware of this account only after receiving calls from collection agencies referencing a debt owed to Synchrony Bank. I initially believed the calls were a scam, as I had never opened an account with Synchrony Bank. Once the calls persisted, I contacted Synchrony directly and, after providing my personal information, was informed that an account existed under my name. 

I immediately disputed the account and initiated a fraud investigation. Since then, I have filed XXXX separate disputes with Synchrony over a span of months. Each time, Synchrony responded with nearly identical denial letters citing the same reasons : The account has been open for more than 12 months Payments were made The account is in my name I " authorized, participated in, or benefited from the purchase '' These responses are generic and do not address the specific points I have made in my written rebuttals. I have requested verifiable proof that I opened or used this account, including : A signed application or digital application details ( IP address, device ID, timestamp ) Proof of payments made from my personal bank accounts ( routing/account numbers ) Purchase history and transaction verification Synchrony has failed to provide any of this. Instead, they mailed me generic account statements that simply show activity on the account, with no evidence tying the account to me or my finances. I explicitly told them to cross-reference the payment information with my bank accounts, and they ignored this request. 

Additionally, when calling Synchrony, I am consistently redirected to XXXX XXXX ( the collections agency ) who tells me they can not help. When I attempt to call Synchrony again from my own number, the system disconnects my call after I enter my Social Security number. I have been hung up on multiple times and blocked from accessing real support. 

This entire process has now become a pattern of denial, obstruction, and refusal to comply with the Fair Credit Reporting Act ( FCRA ). I am the victim of identity misuse, and instead of conducting a proper investigation, Synchrony has ignored my rebuttals, avoided meaningful contact, and continued to report the account as valid to the credit bureaus.

Because of this mishandling : My credit score has dropped nearly XXXX points My available credit on legitimate accounts has been reduced My ability to obtain credit, housing, and financial stability has been severely damaged What I Requested : Proof that I opened the account Verification of payments from my personal bank account Application information ( IP address, phone number, signature ) A copy of the account opening method What They Provided : Basic monthly statements showing charges and payments ( no link to me ) Repetitive denial letters with no actual investigation details

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