Consumer complaint received 2026-04-06 00:00:00
Product: Credit card — Store credit card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
I first became aware that an account was opened in my name without my knowledge due to the email notifications I was receiving. An account was opened through My synchrony bank at Mattress Firm for a credit card with a {$7500.00} mattress charged on it. I reached out to MySynchrony and was made aware the card was applied for in a town called XXXX, TX XXXX XXXX, Phone number : ( XXXX ) XXXX. Ive never been to Texas or inside a Mattress Firm store. I mailed them back the fraud investigation form they requested. A few days later I received an email about a payment being scheduled and made. At this point I received a credit card I DID NOT APPLY FOR in the mail the same day that I received the first claim review completed form. I called again asking how this has happened when I had a fraud claim opened. I was informed that the claim was denied the first time because I received the requested items. They also said someone called in and said they did buy that and they were me. I told them to re-open the investigation that this was not me. I made it a point to ask them three time to ensure the account was deactivated so nobody could do anything with the account while the fraud claim was happening. I asked for documentation the account had been deactivated in an email, and I was told they cant do that, but they would send me a letter in the mail. I never received that letter. I then received an email about the card being reported lost or stolen and a survey asking how the card replacement experience went. It was at this point I got XXXX ( an XXXX XXXX XXXX XXXX ) involved. I called again after this, asking why the card was able to be marked lost or stolen when its supposed to be deactivated right now while the fraud claim is happening. I was told that someone called in saying they were me, and they did purchase the mattress and apply for the credit card A SECOND TIME. I had them re-open the claim and asked for there to be an additional security measure put in place when it came to verifying my identity. XXXX said to give them some time to do their investigation. I received emails about a late/missed payment and received a letter in the mail saying my claim couldnt be approved because You have accepted responsibility for the charges. This was the third time I received an investigation review completed form with no resolution. I went ahead and filed a police report regarding the situation with my local authorities. They mentioned that since the crime technically didnt occur in my town, its not their jurisdiction, and they also advised filing a report with the XXXX Police Department XXXX XX/XX/XXXX XXXX and I called in and spoke to a XXXX. I noticed he didnt ask me for the secondary security measure I requested be provided to verify my identity. He stated the card had the same name and email address, but nothing else matched after previously saying everything had matched moments before. He stated there was nothing to do. I told him that was not satisfactory, and I needed to speak to a supervisor, and he said he was unable to do that and then that he was the supervisor, and then that he would put in a request for his manager to call me back. I called back again and they left me on hold for XXXX minutes leading me to believe they weren't coming back to the phone. I filed a report with the FTC. I filed a report with the XXXX Police dept. I placed a one year fraud alert on my credit report on XX/XX/XXXX. The XXXX police investigator asked me to request the copy of the credit application and all document provided at the time of application to see if we can get to the bottom of the situation. I called back in and was informed there was no open fraudn investigation they saw three closed so we opened the fourth investigation. I was also informed I need to request the credit application in writing so I both faxed and mailed them a FCRA 609 ( e ) letter and the notice to furnishers FCRA section 623. On XX/XX/XXXX I recieved and email about the card being reported lost or stolen again leading my to believe the investigation was closed yet again I will say considering the first payment was made and I was told not all the information matches, I do think it may be a possibility there's another person with my same name and My Synchrony messed up something in their system. If that's not the case this is a very bad case of identity fraud and it is still MySynchrony 's job to do a thourough investigation and get to the bottom of what's going on.

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