Consumer complaint received 2025-06-10 00:00:00
Product: Credit card — Store credit card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
Here are my notes from my initial interactions with Synchrony : Thief was able to obtain credit through Synchrony at Harbor Freight tools XXXX XXXXXXXX, FL on XX/XX/XXXX or XX/XX/XXXX o Made a purchase totaling roughly {$2400.00} o Reported this as fraud to synchrony o Synchrony is investigating the matter in their fraud department and I have been notified that I am not to be held liable for these debts Thief obtained credit through Synchrony at Mattress Firm in XXXX, FL on XX/XX/XXXX o Made a purchase of roughly {$2300.00} and took delivery of merchandise I spoke with XXXX at the store and he notified me that the thief did pick up the merchandise in a rented U-Haul truck They have the license plate number of the XXXX used to pick up the merchandise I am not sure if they record this information, or if it XXXX be on a camera feed, but XXXX indicated that it is recorded somewhere They XXXX also have identification information, though XXXX stated that they dont take a copy of any ID Synchrony has now alerted me that they have DENIED my fraud claim. They have reinstated all charges, and further, they have issued the fraudulently applied for credit card, and sent it to my home address. 

The reason for the denial of my fraud claim is outlined in an investigation follow-up letter they sent to me. Claims : Claim : The purchased items were shipped to your address. 
Truth : I received NOTHING to my address. The thief used a rented U-Haul truck to pick up the mattress from Mattress Firm. I confirmed with store personnel the day after the theft. 
Claim : You authorized, participated in, or benefited from the purchase. 
Truth : No, I did not. I did not make this purchase. My identity was stolen, and used at multiple locations on the same day to apply for, and in some cases, obtain fraudulent lines of credit. I have documentation from multiple other stores and financial institutions that they DENIED credit to this individual on " suspicion of fraudulent activity '' and that they were " unable to verify my identity. '' Why, then, did Synchrony issue credit not once, but TWICE, fraudulently? 
Claim : The signature on the sales receipt or application matches XXXX we have on file. 
Truth : I can not attest to this as I haven't seen what they have on file with my signature, but it certainly wasn't my signature at these locations. 
Claim : The card was activated from a phone number belonging to you and purchases were made with the card. 
Truth : I did NOT activate any cards in these accounts with MY phone. I had it in my possession the entire day, and always do. I was also more than XXXX miles away from these locations when the theft occurred, and can prove it with transaction details and eyewitness accounts from locations that are nowhere near where these thefts happened. 

I have not given anyone authorization to open accounts or use cards in my name. 

Synchrony is stating that they have reversed all credits given, charged the full amount to the cards issued, and will be including interest. 

I WILL NOT pay either of these accounts and already have lawyers ready if necessary to fight this fraudulent activity, and Synchrony for their apparent lack of identity theft protections. When multiple other institutions all denied credit to the perpetrator on the same day, how did Synchrony fail to do so? Not only that, they then also fail to investigate properly and clear these false charges. 

I submitted a fraud alert to all three credit bureaus immediately after I became aware of these accounts being opened. I also locked my credit immediately. 

I began a police report in my local jurisdiction as well, but at the time hadn't received enough information about the investigation to complete that report, so was told to resubmit when I had more information. I WILL be resubmitting that, as well as having my lawyers reach out, if this is not resolved.

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