Consumer complaint received 2025-12-05 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: CA

Complaint narrative:
I am filing a complaint regarding Synchrony Banks handling of a fraudulent XXXX Credit account and their failure to correct the account after approving my fraud claim. Despite multiple Synchrony representatives confirming that the disputed transactions were fraudulent and that my claim was approved in my favor, the account was improperly charged off and sold or transferred to XXXX XXXX XXXX XXXX XXXX  Account No. XXXX ). XXXX is now actively reporting the account as a collection account and threatening litigation, even though I do not owe this debt. 

I originally disputed the fraudulent transactions with Synchrony Bank in XX/XX/year>. Over multiple calls ( about XXXX ), Synchrony representatives told me : - My fraud claim was approved in my favor and the balance has been " forgiven '' - I do not owe any balance and I do not have to pay anything for this account - The account would be corrected internally - Synchrony was not sure why the account was forwarded to a debt collector - Synchrony would work with the debt collector ( XXXX XXXX XXXX XXXX XXXX resolve the issue - Synchrony would send me a formal letter to me regarding the fraud determination However, I have not received any letter from XXXX Bank XXXX When I called Synchrony on XX/XX/year>, I was told they would do another round of investigation, which would take up to 45 days. And the representative told me to ignore any letters from the debt collector, which has placed me at risk of a default judgment. And she told me Synchrony Bank would not send me any written confirmation about the final result. Instead she just asked me to call the report credit bureau to see if the " trade line '' for Synchrony has been removed. 

XXXX XXXX XXXX ( the debt collector ) is now reporting a balance of {$9800.00}, updated on XX/XX/year>, and sent me a XX/XX/year> Attorney Review Planned Final Notice threatening to file a lawsuit unless I pay. 

This poor and lengthy handling process from Synchrony Bank has caused significant mental stress, reputational damage, and risk of legal action against me for a debt that Synchrony previously acknowledged was not mine. 

I am requesting that Synchrony Bank : - Provide written confirmation of the fraud investigation results - Correct all credit reporting under FCRA 623 - Recall the account from XXXX XXXX XXXX XXXX XXXX XXXX to cease collection and delete their tradeline - Provide a full account history and explanation of how this happened I have sent a formal dispute letter to Synchrony at the address provided on my statement ( PayPal Credit, XXXX. Box XXXX, XXXX, NC XXXX ) as well as an FDCPA dispute letter to XXXX. 

I am asking CFPB to require Synchrony Bank to properly investigate and correct this situation, recall the account from XXXX, and remove all inaccurate reporting immediately.

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