Consumer complaint received 2025-11-12 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: IA

Complaint narrative:
Timeline of Events Unauthorized CareCredit Account ( Opened Under Maiden Name ) Name : XXXX XXXX XXXX ( formerly XXXX XXXX XXXX ) Date : XX/XX/year> Summary This CareCredit account was opened without my knowledge or consent, under a name I have not used in nearly XXXX decades, and connected to a business in a city Ive never visited. The sole payment referenced as proof of benefit was made in error, intended for another legitimate Synchrony account. Synchrony Banks handling of this case categorizing it initially as a dispute rather than a fraud claim and failing to properly escalate it has caused unnecessary confusion and distress. I respectfully request that this matter be fully reevaluated and that I be cleared of any responsibility for this unauthorized account. 

XX/XX/year> XXXX CareCredit account was opened under my maiden name, which I have not used in XXXX years. The account was created for a chiropractic clinic in XXXX, Iowa, a town approximately XXXX hours away from my home, where I have never been a patient or received any services. 

XX/XX/year> I discovered the unauthorized account and filed what I believed to be a fraud complaint with Synchrony Bank. I later learned this was categorized as a dispute rather than a true fraud investigation. 

XX/XX/year> XXXX dispute review began. 

XX/XX/year> The dispute was completed and denied, citing that Synchrony had not received a response from the person who actually opened the account.which is obvious since it was fraud. 

XX/XX/year> I checked on the appeal status only to find that nothing had ever actually been filed, despite being told previously that an appeal process was in motion. 

XX/XX/year> I spoke via phone with a XXXX representative named XXXX ( Claim Reference # XXXX ). He informed me that all my previous claims had been processed as disputes, not fraud investigations, and that he would now open a formal fraud investigation on my behalf. 

XX/XX/year> I received an email stating that a decision letter was available for review on the Synchrony website. The letter claimed that I had benefited from the account because a payment had been made, which is false and misleading I have never used or authorized this account. 

Clarification Regarding Payment A {$200.00} payment was made by me earlier in the year under the mistaken belief that it was being applied to my legitimate Synchrony Bank XXXX XXXX account, which I have held and paid on for a table purchase. I was unaware at the time that a CareCredit account had been opened under my maiden name and therefore did not realize the payment had been misapplied. 

XX/XX/year> Current Status I am now formally appealing Synchrony Banks decision. I have also filed a fraud report with the Federal Trade Commission ( FTC ) I am providing all documentation, including proof of my legal name change, my legitimate XXXX XXXX account, and all correspondence records with Synchrony Bank representatives should be on file via chat and recorded phone conversations. I also received an email stating that Synchrony Bank is sending me XXXX Care Credit card and was reported lost or stolen. I did not report this lost or stolen, but rather that it is fraud. I refuse to pay {$3000.00} on an account that I did not open or use.

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