Consumer complaint received 2025-10-17 00:00:00
Product: Credit card — Store credit 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: NY

Complaint narrative:
Last night I logged into my Synchrony Bank account online to verify my current balance due on my XXXXXXXX XXXX XXXXXXXX and XXXX accounts and a new account appeared under my profile for a XXXX XXXXXXXX credit card that showed a balance of {$1400.00}, I immediately started a chat session to notify Synchrony Bank that this account was not mine and I never made a purchase for that amount on XX/XX/XXXX. I chatted with XXXX who basically wasted an hour of my time and refused to process a dispute that this account and purchase was fraud. Please understand that I had a XXXX XXXXXXXX Credit Card # XXXX, from XXXX to XXXX, XXXX, when Synchrony Bank closed it with a zero balance. I advised XXXX of this fact and alerted her to the different account numbers and that the last purchase I made using my credit card was in XXXX, and I provided the receipt number, amount and that I purchased a tv set. I made no other purchases. I tried to make XXXX understand the simple fact that if Synchrony Bank closed my account in XXXX, XXXX, and they also closed XXXX other credit cards that were issued from them with Zero balances, how could I possibly obtain a new credit card and make a purchase in XXXX, XXXX stated she would speak with a supervisor but a short while later gave me every excuse in the book why she could not assist me or process this fraudulent credit card and purchase. At this point I sent an email to the CEO XXXX XXXX of Synchrony Bank and the entire executive staff alerting them to this serious situation and problem with the hopes that this matter could be resolved amicably and expeditiously but I clearly was wrong because nothing was done. I expressed in my email that I never authorized or permitted anyone to use my XXXX XXXXXXXX credit card the entire time I had it from XXXX to XXXX and that I felt strongly that this fraudulent account XXXX have been setup by a staff member from XXXX XXXX without my authorization, knowledge or consent and that this needs to be thoroughly investigated. I further advised Synchrony Bank that I feel this account was incorrectly applied by Synchrony Bank staff because of incompetence or negligence to my account because rather than verify the cardholders information placed this placed this account on mine simply because the name wad similar. Bottomline I should not be penalized or punished because Synchrony Bank made a huge error and adamantly refused to investigate it or correct it in a prompt, professional or efficient manner. I certainly hope that this account did not negatively effect my credit bureau report, score or prevent me from obtaining new credit cards. I feel strongly that this matter needs to be thoroughly investigated and that any negative impact, or consequences that Synchrony Bank be held fully accountable and responsible.

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