Consumer complaint received 2024-02-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
To whom it may concern, I have a XXXX Synchrony bank credit card. On XX/XX/XXXX of last year XXXX. It occurred to me something was very wrong when I called the automated service to make an extra payment and my balance was higher than the payment, I had just made about a week prior. I spoke to a customer service representative who seemed to care and after finding more than XXXX transactions she said we had to stop, and she would explain everything to the fraud department and then connect me so that the fraud person would help. The representative said not to worry you can see here that my use of my card is not extraordinary and is very limited to my local area and specific stores. I did explain I have no recurring payments ; I am a XXXX XXXX so I live in another XXXX XXXX XXXX so for example curtains, garden things, office supplies, technical purchases, camping, exercise, etc. etc. related purchases I would not, do not, and have not made. Another example all of my children are XXXX XXXX XXXX with careers and lives of their own so when the representative mentioned school supplies, she said it was obvious that it was all fraud, and the fraud department will make sure you are not responsible for any of this. Then she found more, and I cried, asking what about the payments I had already made. How could this happen? Will anyone believe Me? I have not even been using my card because as you can see, I was always paying my balances in full, however, my financial situation changed so unable to do that I wanted to pay my card off first, so I stopped using it. She responded, yes you can see that, this is fraud and explained to me that sadly this happens all of the time my payments paid for what I did and that the fraud department would restore my balance give me a new account and open an investigation so that it shouldn't happen again. I said ok and believed. 
The fraud lady she connected me to, stated the representative was extremely thorough, she said you have nothing to worry about and validated what the representative already told me. She said I would receive an email letter, phone call, or paper letter in 30 to 45 days. Also, I asked how we stop more from happening can you stop my card or something from being able to be used? She said I would receive a new account number and card. I thanked her. I did receive a new card however it didn't take long before I noticed that all of the transactions were on my card once again and I was expected to make a payment.

I called and spoke with another fraud representative and brought this representative up to speed. I then asked why I am seeing all of these charges with a new account and account number. She responded, its us synchrony you will see it during the investigation I asked why am I being charged interest and asked to pay more and more payments. Please help me, I asked. Well, I can temporarily stop that. And this representative did and it was temporary. I kept calling because it took them longer than 45 days the account balances were fluctuating and I was worried, they said they would contact the credit bureaus, yet my credit score went down. 
However, I finally received a form to check boxes of what were my purchases and write about briefly when I noticed there was fraud. I did, there was an option to fax however after multiple times with my XXXX store trying to fax. The line was always busy and unable to be faxed. I reached out to them, and the fraud representative said yeah, it's small, one line. Unsure how to respond, I said ok thank you, and informed this fraud representative I would mail it. This representative said she would let them know. Being my worry about the situation was so overwhelming at this point I went to the post office and paid for it to be sent overnight so they would have it the next day. Approximately a few weeks later I received an XXXX  letter with XXXX boxes marked. The first box read a purchase was shipped to my address. The second box read, I authorized, participated, or benefited from the purchase. No details they were denying my entire claim. Leaving me responsible for {$4600.00} once again. 
I called Synchrony Bank requested to speak with a fraud representative and explained to this representative that unless they were referring to the XXXX XXXX, I ordered which was a purchase I marked on the paper they sent me as an authorized transaction. I have no idea what you're talking about or what is going on. I explained that from the beginning I was told that your investigation team would listen to all of my phone calls with you someone would reach out and everything would be resolved. I thought you were going to help me. This is when I requested to be sent by paper mail detailed supporting documentation of the two checked boxes, and their decision. I was told I would receive that within 30 days, and they opened a second investigation, I asked again if, they would stop the payments and interest please, and What about my credit? And I verified the fraud representative knew my request. Response, an investigation is being opened which would take 45 to I think 60 days for results, and I would receive the requested supporting documentation within 30 days.

I have not heard nor received anything, No supporting documentation, no update, or even a decision this time with the 2nd investigation. I finally called again. This time I ask to only speak with a fraud supervisor. Thanking both representatives, I respectfully declined their offer to assist me wanting to only speak with a fraud supervisor. I am holding for quite some time when I hear a man come on and say hello, we are disconnected. I called back and once transferred to the fraud department I explained what happened, even apologized if it were I who accidentally disconnected, and asked if this person could be identified and reconnected with me. This was not possible. I was connected with another supervisor ; her name was XXXX. I briefly brought her up to speed and explained that I had questions and needed help with my account. I informed her that I had no word still, no update, nothing in an email or regular mail, no phone call except for when I called, and the automated system I think called me back after being disconnected earlier at a different time than with the supervisor before her. I informed her I had requested supporting documentation with regards to the first investigation decision and was told I would receive this within 30 days I have not received any supporting documentation, nor have I received any information regarding the second investigation, not an email, call, or letter.

I also informed her that the account was now showing {$1500.00} owed and asked if this was the result of the investigation and is this {$1500.00} found to be the difference and if so then I still need everything I was told I would receive regarding the first investigation and marked boxes decisions that were made and everything I requested and that I was also told I would receive regarding the 2nd investigation and now I would need supporting documentation for this balance, because again, please, I don't owe you any money. my account should be current. This supervisor XXXX just repeated the same response that she would get me over to an investigation representative I think she referred to this person as. Now on hold again. This supervisor XXXX had no interest, concern, or time to give to me to help resolve this long-drawn-out nightmare of fraud, unjust credit hits, and emotional stress. The fraud representative she transferred me to, her name was XXXX. I let her know I was transferred to her and again brought up to speed, asked, and explained. This representative XXXX was short with me and made comments to me such as, I answered your questions already. I replied to her that she had not answered my questions. I asked all of the same questions I asked the supervisor XXXX who transferred me to her, I brought up the same concerns. I, after not receiving any support or being given any direct or specific answers repeated to her, I have not heard anything about the second investigation at all whatsoever. I had not received anything that was going on. Her response a third investigation is being opened. I wanted to know who decided that. I let her know I did not request a third investigation be open, again I had not received or heard anything of the second investigation. I didn't know a decision was made regarding the second investigation and that it was closed, which brought me back to asking about the current balance showing XXXX once again. She just repeated herself regarding a 3rd investigation was opened. I asked for the supporting documentation for the 1st investigation that I was promised would be given to me within 30 days of my request by the representative previously, when can I receive that I asked again for supporting documentation of this balance I asked and repeated it. XXXX stated I would not get that. I repeated the question a few times... so I understand that you are denying me supporting documentation, she said yes all of the times I asked and verified with her. I asked for her last name as well, she responded letting me know they do not give out their last names, she did give me her extension, XXXX. I mentioned politely, however overwhelming, it was my right to receive supporting documentation, and to have information. She denied me and gave the impression she too did not care and anyone could contact her. The answer was No I would not receive supporting documentation she would not tell me anything regarding the first the second, or this sudden unknown third investigation. I spoke with them on XX/XX/XXXX in the afternoon XX/XX/XXXX I received an email dated XX/XX/XXXX that looked the same as the email I received for the first investigation regarding my claim being denied same boxes were checked, but it did not say if it is the decision of the second investigation so it looks to be a copy of the one they already sent me regarding the first investigation that I had and have requested supporting documentation for that originally I was told when I requested this that I would receive these within 30 days. The first email was dated XX/XX/XXXX, this email looks like it is a duplicate of the other just the date changed. 
Overwhelmed with the situation I reached out for guidance from my primary banking institution, appalled by the situation they informed me of a possible unjustified practice some banks do regarding fees associated with a fraud claim. They explained to me although unethical and unjust they may be denying my claim because the fees outweigh the costs, and this could be very well why they do not have any supporting documentation to provide me with. They also mentioned that their repeated reopening of the investigation indicates uncertainty about their decision. 
From my understanding, I believe that this, and the denial of my right to supporting documentation is a violation of my consumer financial protection rights. If this company truly believes these are my transactions, why are they not being transparent with their decision? What do they have to hide? Lack of transparency implies they are taking part in unfair, deceptive, or abusive acts against their consumers. They are not protecting me as a consumer, I wonder why their system did not flag all these out-of-state unauthorized transactions. Like other well-established banks, Synchronys system seems to be outdated and unable to provide accurate account information, sending me multiple correspondences indicating different minimum payment amounts, due dates, and balances all in one day. You can not help to feel something just isnt fair or right. 
I hope, I summed everything up well enough. I have never had this happen. I was just XXXX  with an XXXX XXXX XXXX XXXXXXXX and am trying to not feel so overwhelmed and bullied. If you can, will you please help me have them renew my balance, send me something in writing stating my account with them is paid in full and contact all three credit bureaus, if possible, with proof that they have done this as well no more fluctuating balances no more online site showing I owe one amount of a minimum payment, and the automated system informing me I owe a different minimum payment. If you will please, help me help myself. I would like to close this account however I am unable to do so, until this matter is resolved honestly. This is what I intend to do once this is all resolved as I no longer wish to do business with synchrony bank. However, I need help. 
To ensure that I fully disclose all relevant information, I would like to inform you that I intend to submit this letter to other agencies that may be able to assist me in this situation.

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 monetary relief