Consumer complaint received 2025-10-12 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: SYNCHRONY FINANCIAL
State: MA

Complaint narrative:
I had a XXXX card opened in my name without my permission over {$1300.00} stolen and when I disputed they denied it without any reasoning. My number was also changed on my account without any verification process. I called immediately where they said theyd look into it. They then denied dispute when I reached out they froze and then deleted My account making it where I no longer have access to any information. 

This message is to put XXXX on formal notice regarding multiple unauthorized transactions posted to my XXXX account ( username @ XXXX  ) and related account-authorization activity that I did not approve. Please forward to correct email if this is not the best contact. 



XXXX reference number I am writing to demand : ( 1 ) an immediate review and reversal/refund of the disputed charges, and ( 2 ) production of the complete investigative file and all records relied upon to deny my claim. I am reserving all rights, including the right to pursue relief in small claims court and other legal venues. 



Summary of facts ( for your records ) : Multiple charges in the amount of {$190.00} each posted to my account and/or a linked card for payees I do not know, including a transaction under the name XXXX XXXX XXXX I did not authorize these transactions. 

A XXXX card was issued/sent in my name without my application or authorization. 

My phone number on file was changed on the same day these events occurred ; I did not authorize that change. Photo of number change attached A card has been opened in my name previously, also without my permission ; that prior unauthorized issuance should be in your records. 

I reported these matters to XXXX by telephone immediately upon discovery and have taken steps to report identity theft/fraud to law enforcement. ( Please include the XXXX report reference you created in response to my phone call. ) Legal and evidentiary demands Pursuant to my right to obtain the basis for any adverse decision and to preserve evidence relevant to potential legal proceedings, you are requested to produce, without delay, the complete investigative and decision file related to these unauthorized transactions and account changes. This production should include, but not be limited to : A complete copy of the investigative file and final investigative report used to reach any denial or determination, including any written conclusions, notes, or decision memoranda. 
All account activity and transaction logs for my account and any associated payment instruments for the period XXXX XXXX XXXX including timestamps ( XXXX ) in XXXX and the originating device/timezone.

All IP addresses, device identifiers, GeoIP/location data, and user-agent strings associated with the disputed transactions, the card application/fulfillment, and the phone-number-change request. 
Copies of any applications, forms, or electronic authorizations, including screenshots, images, or scanned documents associated with the card issuance ( s ) and/or card activation ( s ).

Call recordings, chat transcripts, or email communications between XXXX employees/contractors and any third party concerning my account, including any communication with the payee ( XXXX ) identified in the disputed transactions. 
All internal notes, emails, and communications among XXXX staff, agents, and third-party vendors ( including fraud/chargeback vendors ) relating to your investigation of my account. 
The identity of the investigator ( s ) or reviewer ( s ), and the specific written policies, guidelines, or rule set ( including any third-party scoring thresholds ) that were applied in adjudicating my dispute. 
Logs and documentation of any address-change, phone-number-change, or identity-authentication events and the means by which XXXX verified ( or failed to verify ) identity for those events. 
Any prior complaints, disputes, or fraud reports associated with my name, email, phone number, or the payment instruments in question ( including the prior unauthorized card issuance referenced above ). 
Chain-of-custody, evidence-preservation, and data-retention records demonstrating that XXXX has preserved all relevant evidence ( this is a formal preservation notice ; please treat accordingly to avoid spoliation ). 
Any rationale, legal basis, or policy section relied upon to decline a refund or otherwise close my dispute. 



Why I am requesting these materials I did not authorize these charges, and XXXX adverse determination ( if any ) must be supported by contemporaneous evidence. To prepare for small claims court and to permit counsel/representatives to evaluate the facts, I require full, unredacted access to the investigative materials described above. Under applicable consumer-protection and evidentiary principles, I expect XXXX to disclose the basis for any determination that these were authorized transactions. 


Demand for action & preservation Please immediately ( a ) reinstate my dispute for review and ( b ) tender a provisional credit/refund for the unauthorized {$190.00} transactions while the investigation is ongoing, or provide a written explanation of why you decline to do so. 
Preserve all evidence and communications related to my account and the disputed transactions. Any destruction or alteration of relevant evidence may be treated as spoliation and will be addressed in court.

Provide written confirmation that you have ( a ) received this request, ( b ) placed a litigation hold/preservation hold on all relevant materials, and ( c ) will produce the documents requested.

Produce the documents listed above ( items 111 ) electronically to me ( or my attorney ) within seven ( 7 ) calendar days of receipt of this email. If you will not comply with this production request, state the specific legal or factual basis for your refusal. 



Potential next steps If XXXX does not promptly produce the investigative file and either refund the unauthorized amounts or sufficiently justify its decision in writing, I will proceed to file a small claims action and will seek any and all available remedies, including reimbursement of the disputed amounts, court costs, and any statutory damages available under applicable consumer-protection laws. I will also provide copies of XXXX investigative file to my attorney and to the small

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