Consumer complaint received 2026-05-04 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: FL

Complaint narrative:
I am submitting this complaint against Synchrony Bank regarding unauthorized transactions and serious mishandling of my TJ Maxx credit card account. Fraudulent activity began in XXXX XXXX on my card ending in XXXX. As soon as I became aware of the fraud, I immediately contacted the bank, reported the issue, and the card was canceled. I was informed that the account would undergo a XXXX to XXXX investigation. Furthermore, if my account was already under an active fraud investigation with a stated review period of XXXX XXXX XXXX days, it is unclear how the account was allowed to be reactivated and used for additional online transactions during that time. This raises serious concerns regarding the banks internal controls, fraud prevention measures, and overall handling of accounts flagged for fraudulent activity. In XX/XX/year>, a replacement card ending in XXXX was issued and received by me ; however, I was unable to activate it. On XX/XX/year>, at approximately XXXX XXXX I contacted the bank to follow up on the investigation, as I had not received any updates. During this call, a representative named XXXX informed me that additional fraudulent transactions had already been made using the replacement card. This was extremely alarming, as I had never activated that card. I was informed that multiple large online purchases had been made, ranging from approximately {$1500.00} to {$2800.00}, totaling around {$11000.00}. This is completely inconsistent with my account, as my current credit limit is approximately {$4700.00}. It is unclear how transactions significantly exceeding my available credit limit were approved. Additionally, I discovered attempts to make payments to the account using a XXXX XXXX account ending in XXXX, which I do not recognize for making such payments. XXXX payment of {$4400.00} was processed on XX/XX/year>, and another payment of over {$3000.00} was attempted and rejected. These appear to be fraudulent attempts to free up available credit. I do have a XXXX XXXX account ; however, I do not use it for these transactions, and the payment method referenced does not correspond to my authorized usage. It is also important to note that throughout this period, my personal information was repeatedly changed without my authorization, including my address, email, and phone number. I received multiple alerts regarding these changes, including XXXX from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX On XX/XX/year>, there was also a change made to my residential address without my authorization. During my follow-up calls, I experienced significant difficulty obtaining information. A representative from the fraud department ( XXXX XXXX stated she could not provide details and transferred me to another department. I remained on the call for over an hour and a half with another representative ( XXXX XXXX, including the use of a translator ( code XXXX ), yet no clear resolution was provided. Additionally, other financial institutions have already investigated and confirmed fraudulent activity in related accounts, determining that I am not responsible for those charges. This further supports that my identity and financial information were compromised. I formally request that Synchrony Bank : Review my full account history over the past XXXX years, which will show that all legitimate payments were consistently made from my primary account with XXXX XXXX Investigate and confirm that the XXXX XXXX payment attempts were unauthorized Explain how transactions totaling approximately {$11000.00} were approved despite a credit limit of approximately {$4700.00} Investigate how a card that I was unable to activate was used for fraudulent transactions Review IP addresses, transaction locations, and any available verification methods Review call recordings and account access logs to confirm that changes to my personal information were not made by me Reopen the investigation and remove all unauthorized charges Correct any negative reporting tXXXX XXXX XXXX XXXX XXXX This situation reflects a serious failure in fraud prevention, account security, and dispute handling. I request a full, fair, and thorough review of my case and an appropriate resolution.

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