Consumer complaint received 2024-09-25 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: OH

Complaint narrative:
When I received my account statement for XX/XX/year>, I expected it to reflect the zero balance that I had. Instead, there were several unauthorized charges for several XXXX  rides that had occurred in XXXX. My card has always been in my possession and I did not authorize anyone to use it for any reason. 

I immediately called the card company to make them aware of the problem and to dispute them. While I was on the phone with their representative, he viewed my account and made me aware that there were some additional charges for XXXX  rides that occurred after the date of my current statement. 

He said that he would cancel my current account and reestablish another one for my protection. He also stated that their fraud department would investigate the charges and that they would make me aware of the outcome. A few later, I received an email from them that said that it was determined that I was not responsible for the charges and that all of them would be credited to my account.. 

When the next statement came, it contained account transfers and adjustments that were confusing to me because they were not completely offsetting, and that I still owed a high balance. Per the written dispute policy that's written on the back of their statement, on XX/XX/year> I mailed them a letter that disputed the charges and asked that they review them and send me a clarified statement of what I am being charged for. 

After I did not hear from them, I sent another letter, by certified mail ( of which I have the signed return receipt ) and again asked them for a clear explanation of the charges and for their help in resolving the problem. To date, I still have not heard from them. Their written policy is to respond within 60 days. 

Their failure to respond to my requests has resulted in numerous other interest and past due fees being added to my account. Even though my account is in dispute with them, they have now reported it as 30 days past due. The has created an adverse effect on my credit rating, which has dropped by over XXXX points. In addition, they have increased my annual interest rate to 34.99 %. The credit limit on my account has also been reduced. My credit monitoring service is sending me notifications that I have been reported as being delinquent and it is likely that my other creditor may take notice of my reduced standing with them. 

I recently went online and downloaded all of the information that was on my account and created a balance sheet in order to try to understand the various adjustments and what they are indicating that I owe for. It turns out that the problem it that they never credited my account for two of the unauthorized XXXX  charges. Both occurred on XX/XX/year>. The XXXX was for {$51.00} and the second was for {$31.00}. The vast majority of the other current charges are for late fees and interest charges that were added because they had failed to credit my account. In reality, my current account should have a credit balance when all of these charges are corrected.

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