Consumer complaint received 2024-04-25 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
An email was sent to me stating I charged {$1400.00} at XXXX on XX/XX/XXXX. It started my XXXX  XXXX XXXX received an alternator and battery. I called the company letting them know I did not make that transaction I was at work XXXX miles away. 
I had not used that charge card account in several years and assumed it was closed. The fraud department closed the account and ooened an investigation. They completed the first investigation and said I did make those charges. I contacted the company again stating I did not make the charges my XXXX not have a new battery from XXXX or a new alternator. I sent the company information from my district employer showing my whereabouts that day XX/XX/XXXX. I spoke to the 1st investigator who was very rude and said he completed his information. I asked him why did he contact me if he was not going to hear my side? The alert came back again stating I did make those charges. I opened another investigation this time I went to the XXXX store, where I asked the personnel to show me the fraud charges. They could not show me {$1400.00} transaction on their computer. They had previous charges from XXXX in which my husband and I used the card and paid the card off. I then asked them to share this with the fraud investigation team. This has gone on for months. I then contacted the General manager of the XXXX store. He and I did not have a conversation over the phone until XX/XX/XXXX. I sent him all the information he requested and nothing transpired. XXXX Synchrony Card Care still refused to take the transaction off. I went on XXXX website and shared my story. I received an email from XXXX XXXX, who said he would be handling my case in XX/XX/XXXX. He stated he would get this taken off before XX/XX/XXXX of XXXX. We emailed back and forth. He said he would send me a check for the fraud charges. I told him I was not comfortable with that because it looked as if I am paying for something I DID NOT DO. I spoke to a new investigator who was a female and was awesome. She did a 3-way call to the XXXX store. All the information I shared with her was verified by the person at the XXXX store. She them asked them to send a letter stating the charges were fraudulent on XXXX letterhead. The employee of XXXX said the manager would have to do that. The manager again is XXXX XXXX and XXXX XXXX. I emailed both of them stating this information. I never received the letter. XX/XX/XXXX and XXXX XXXX XXXX reached out to me asking if I had been in contact with XXXX Synchrony Card Care and asked for my account information. I shared that with him with screenshots of the information he requested. XXXX XXXX reached out to me again in XX/XX/XXXX apologizing for the long drawn out process. He then asked me to dispute the charges through the credit Bureaus. I did in fact do this. XXXX took the information and marked it as fraud it was taken off my report. XXXX stated it was not fraud. Synchrony is now asking for payment. They are leaving messages. I re-opened the investigation with XXXX. I also disputed the charges again with XXXX. The investigator at XXXX asked me to complete a complaint with ftc.gov. That is what I am doing. I requested information from Synchrony asking for the evidence that shows these are in fact my charges. I have not received anything yet. That was XX/XX/XXXX. In XXXX, my husband and I traded in the XXXX for a new vehicle. We no longer own that vehicle. The XXXX was sold at auction according to the salesman. It did not have a new battery or alternator. Please help me get this account and fraud charge removed.

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