Consumer complaint received 2026-04-06 00:00:00
Product: Credit card — General-purpose credit card or charge 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: MI

Complaint narrative:
In XX/XX/year>, I received a statement from CareCredit/synchrony Bank. The statement showed a new account number ending in XXXX with a balance of {$5000.00}, opened using my maiden name, XXXX XXXX, with a balance due XX/XX/year>. I was shocked because I had no active synchrony care credit card and had made no purchases using a CareCredit synchrony bank credit card for {$5000.00}. My husband called the merchant after we received this statement and he learned that they do indeed have video security surveillance at that location. The provider of the services is located in XXXX, Michigan the opposite side of the state from where I live in XXXX, Michigan. I immediately called synchrony Bank and a dispute was initiated. Their team supposedly reviewed the case and I received a letter stating that they had denied my fraud claim indicating that I authorized participated in or benefited from the purchase. I categorically did none of those things. I called the synchrony care credit fraud department and complained once again that I did not make it authorize this charge, and requested that they send me all the information on which theyre basing their decision and any proof and all documents. Basically, any information that theyre basing their denial of the claim upon. On XX/XX/year> I sent a letter via certified mail to the synchrony Care credit fraud solutions team, again explaining the impossibility of my involvement in this contested purchase and requesting the previously listed items. On the day of the disputed charge, I was at my home at a verifiable virtual meeting and then at lunch with a friend in XXXX. I repeated that I have in no way received or authorized any services or products. I challenged them to send video proof that I had been there. On XX/XX/XXXX, I responded to a fraud questionnaire that had been sent by synchrony bank, again answering all of the questions in detail and again requesting the already listed information. On XX/XX/XXXX I received an emailed statement. The balance had increased to {$5000.00}. Again, I called synchrony to dispute the charge and explained I would not be paying any payments as I did not authorize participate in or benefit from the claim. I was reassured that I did not have to make payment because indeed the charge was in dispute. Today I have again received a letter from synchrony bank once more indicating the exact same conclusion that the review has been completed, and they have found that I authorize participated in or benefited from the purchase. I have received nothing that Ive requested. I do not trust synchrony bank to investigate this transaction or the fraud which I am claiming. Their responses have been identical and indicate that no investigation has been done at all. Please

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 non-monetary relief