Consumer complaint received 2024-06-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SYNCHRONY FINANCIAL
State: OH

Complaint narrative:
Subject : Follow-Up Report on Complaint to ConsumerFinance.gov I am writing to follow up on my previous complaint submitted to ConsumerFinance.gov regarding the stolen checks drawn on my MetLife Total Control Account , managed by XXXX XXXX XXXX Despite my repeated attempts to resolve this matter with MetLife and XXXX XXXX, their refusal to assist in recovering my stolen funds forced me to seek resolution independently through ConsumerFinance.gov. 

The sequence of events is as follows : 1. **Initial Dispute** : Upon discovering that my checks were stolen and used to open an account with XXXX XXXX , I promptly submitted a dispute to MetLife via XXXX XXXX dispute form provided by Metlife. However, both parties refused to take action to recover my funds from XXXX XXXX  
2. **Refusal of Assistance** : Despite numerous calls and detailed explanations of my situation, MetLife and XXXX XXXX declined to help with my dispute. They cited false information provided by the police, who claimed I was non-compliant. In reality, it was the police who were non-compliant with my requests for assistance. I informed both MetLife and XXXX XXXX of this immediately and numerous times over the 3 year period, but they still refused to help, stringing me along for 3 years eventually citing the lack of a formal police report as their basis for denying my dispute, which makes no sense. I clearly heavily pursued my missing money through every possible channel. The police were my first call after noticing the missing funds. I requested to make a police report and also had a possible suspect in mind. The local sheriff 's office responded by telling me that if I did not physically witness someone steal my checkbook and open an account online, then it was a cyber crime despite the checkbook being stolen in their jurisdiction. They told me they would not take a formal report, but would file some type of complaint.

3. **Independent Recovery** : Due to the inaction of MetLife and XXXX XXXX , I had to independently pursue the recovery of my funds through ConsumerFinance.gov. Ultimately, while I did recover my funds, the process was unnecessarily prolonged and distressing. After 3 long years, the death of my husband and homelessness due to the mishandling of my money, I succeeded in locating the {$29000.00}. Under protest and after treating me extremely rude, XXXX XXXX  sent the recovered check to MetLife, who then issued a check to me. Despite this, MetLife has falsely claimed that THEY recovered the funds I disputed via a letter they sent to me, and they have not compensated me for the interest lost during this 3 year period.

Throughout this period, many representatives from MetLife expressed shock and dismay at my situation. Nevertheless, effective action was never taken. Their failure to assist significantly compounded the hardship I faced and had catastrophic consequences for my family. The prolonged financial distress contributed to the tragic death of my husband, who was forced to commute to a menial job during COVID by bicycle because we could not afford for him not to work OR to repair our car. This resulted in a severe and lasting impact on our lives, mine and our XXXX XXXX sons. A simple inquiry to XXXX XXXX would have definitely saved his life. Ally informed me that MetlifeXXXX XXXX  NEVER inquired, despite my dispute being filed immediately.

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