Consumer complaint received 2026-07-03 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
On XX/XX/XXXX and XX/XX/XXXX, someone hacked my XXXX account and made unauthorized order of XXXX laptops using my XXXX synchrony bank credit card totaling {$8100.00}. The first laptop was an XXXX XXXX XXXX ( value at {$3900.00} ) and was unauthorized ordered on XX/XX/year>. The XXXX laptop was a XXXX XXXX XXXX XXXX ( value at {$4200.00} ) and was unauthorized ordered on XX/XX/year>. The first laptop XXXX order number XXXX and XXXX tracking number is XXXX. The 2nd laptop XXXX order number is XXXX and XXXX tracking number is XXXX. The scammer was able to contact XXXX and had the XXXX laptops rerouted to a XXXX ( Pick & Drop off ) Onsite at a XXXX location at XXXX XXXX XXXX, XXXX, CA. The scammer faked my signature and picked up the XXXX laptops on separate days. So the XXXX unauthorized laptops were NEVER delivered to my home. I never received the XXXX laptops. I was not awared of the fraudulent unauthorized orders on my XXXX account until XX/XX/XXXX which was already too late because the scammer had already picked up the first laptop on XX/XX/XXXX, and the XXXX laptop on XX/XX/XXXX according to the XXXX tracking. I was able to retrieve the XXXX XXXX numbers for both laptops and managed to take screenshots of the XXXX tracking history of the XXXX laptops. In both XXXX XXXX history clearly showed that the XXXX laptops were never delivered to my home address. I had reported the faudulent cases to XXXX and XXXX Synchrony Bank in a timely manner. However, they have not been very helpful with the investigation. I filed a charge dispute with Synchrony bank as soon as I discovered the fraudulent charges, however, they denied my claims stating the same following reason : " The purchased Items were shipped to your address. '' So I had to reopen the dispute, however this time, I sent XXXX Bank the screenshots of XXXX tracking history of both laptops which showed and indicated that the items were rerouted to a XXXX Onsite location at XXXX and were picked up by the scammer. So the Items were never delivered to my home address. Even with the evidences I summited, Synchrony bank still denied my claim for a XXXX time stating the same following reason : " The purchased Items were shipped to your address. '' However, the XXXX tracking clearly indicated that both laptops were never delivered to my home. They don't seems to be looking at the evidences I summitted very carefully. So I had to reopen the dispute for a XXXX time and I will mostlikely have to resummit all the XXXX screenshots as evidences again. I have already filed for a police report and filed a fraud report with Federal Trade Commission. I have already received XXXX Police XXXX # XXXX. I will include attachments of the screenshots of the XXXX Tracking History of the XXXX laptops.

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