Consumer complaint received 2025-03-01 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
On XX/XX/XXXX, I woke up to a notification by email that a payment on my account had been made in the amount of {$2000.00}. I immediately logged in to my account and canceled the payment since I have my account set up for auto pay of {$130.00} per month on my existing balance. I then changed my password to secure my account and called Synchrony to report the fraudulent activity. On the morning of XX/XX/XXXX, Synchrony closed that card and reissued me a new card. They said that the new card would arrive in XXXX business days. On the same day, XX/XX/XXXX, at around noon, someone had already used the new account number to make a purchase at a XXXX XXXX store. They used an account number that I didn't even have access to yet since the card hadn't even been shipped yet. I submitted fraud alerts to all bureaus, police report, FTC claim, FDIC claim, and called the store where the fraudulent purchase was made. The XXXX XXXX store manager informed me that Synchrony allows employees to search account numbers with a simple name and phone number. The manager of the store admitted that no Identification was collected from the customer that made the fraudulent purchase. Since then ( from XXXX XXXX XX/XX/XXXX ), Synchrony has XXXX XXXX different cards and reissued a new card each time there was fraudulent activity happening. I still have the fraudulent purchase listed on my statement and they are still billing me for the fraudulent purchase which they state will take 60-90 days to investigate. Now they have once again unfrozen my account because they say that is the only way they can reissue me another card. I explained to them that I don't want another card and I simply want to make payments on the balance that I am actually responsible for. Every representative I speak to says that they don't have access to view my file or the status of my dispute. They then tell me to view my dispute in my account activity which doesn't show anything other than a message that states that there have not been any disputes in the past 6 months. When I speak to the Synchrony Representatives, they all simply tell me that they can't access any status or details of my fraud claim/dispute and they tell me to wait for a letter. No such letter has arrived regarding this matter and they state that they can't email me the letter. As of now, they have reissued XXXX different cards. No letter regarding my fraud claim. And no details regarding the status of my claim. Since the fraud claim started on XX/XX/XXXX my account was supposed to be frozen so that no fraudulent activity continues, yet, on XX/XX/XXXX, another fraudulent purchase was made. I called Synchrony again and all they did again was issue me a new card with no support for securing my account against fraudulent activity. Now my statement shows that I am responsible for the payment since my auto pay increased to over {$200.00} per month when it should only be {$130.00} per month on my actual balance. The Synchrony representatives keep telling me that a letter was shipped acknowledging that a fraud claim has been initiated but no such letter has arrived. Yet, the cards that they keep re-issuing have arrived. Synchrony has also cleared my entire payment history from my account when they kept re-issuing new cards. I have consistently made my {$130.00} per month payment since XXXX when I made my original purchase but I can now only access a XX/XX/XXXX statement, all previous statements have been removed from my account. I fear that Synchrony has cleared out my history in order to mask my previous attempts ( since XX/XX/XXXX ) to get this matter 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