Consumer complaint received 2026-01-29 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: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Date : XX/XX/XXXX To : Consumer Financial Protection Bureau Re : Request for Assistance Synchrony Bank Fraud Investigation Failures. 
Account Ending in ( XXXX ) To the Consumer Financial Protection Bureau, I am submitting this letter to request your assistance regarding Synchrony Banks ongoing failure to conduct a fair, reasonable, and thorough fraud investigation on my account. The enclosed correspondence previously submitted to Synchrony Banks Fraud Department reflects the full factual history of this matter and is incorporated here for your review. Despite my full cooperation and the submission of substantial evidence, Synchrony Bank continues to improperly deny my fraud claim without meaningful investigation. 

Synchrony Bank has repeatedly classified the disputed transactions as authorized solely because they were completed at the register. This conclusion is unreasonable and inconsistent with well-established fraud scenarios, including account takeover and the use of cloned or compromised cards. It also disregards the extensive documentation I have provided demonstrating that I did not authorize or make these charges. 

This matter has now been ongoing for more than ten 10 months. During this time, Synchrony Bank has repeatedly reopened and closed the case without conducting any meaningful additional investigation. Each reopening results in the same conclusion, without addressing the evidence submitted, correcting prior investigative deficiencies, or explaining how the determination was reached. This repetitive cycle has caused prolonged financial harm and has left the dispute unresolved through no fault of my own. 

Synchrony Bank most recently reopened the case and advised that new fraud dispute documentation would be sent to me within seven 7 to ten 10 days. More than ten 10 days have passed, and I have still not received the promised documentation. This ongoing failure to provide required forms mirrors the same procedural breakdowns that have occurred throughout this dispute and continues to delay resolution. 

This letter serves as my fourth formal notice regarding the fraudulent activity on my Synchrony Bank account. Despite repeated notifications and the submission of extensive documentation, Synchrony Banks Fraud Department has failed to properly, reasonably, or impartially investigate approximately {$16000.00} in unauthorized charges. I formally object to Synchrony Banks investigative findings and request immediate regulatory intervention. 

On XX/XX/XXXX, I received written notice from Synchrony Bank stating that my address had been changed without my authorization. I immediately contacted Synchrony Bank to report this fraudulent account change. During that call, I was informed for the first time that my account had accumulated approximately {$16000.00} in charges. I clearly and unequivocally stated that I did not authorize or make these charges. 

I was advised that a fraud investigation would be opened and that dispute documentation would be provided within 710 days. That documentation was not provided for approximately XXXX months, despite repeated follow-ups. When the forms were finally received, I completed and returned them immediately along with substantial supporting evidence. 

Since that time, the case has been reopened and closed multiple times without resolution. Each closure relies on the same singular rationale : that the card was used at the register. When reopened, no new investigative steps are taken, no additional factors are evaluated, and no meaningful analysis is performed. Repeating the same conclusion does not constitute due diligence. 

Further, my credit limit at the time was approximately {$8000.00}, yet the disputed charges totaled approximately {$16000.00}. I did not request or authorize any credit limit increase. Additionally, I received an automated notice that a one-time payment of {$15000.00} would be withdrawn from my checking account without my authorization, forcing me to close that account to prevent overdrafts and further financial harm. 

The fraudulent activity occurred over XXXX days, XXXX XXXX, XXXX, including multiple transactions across different cities on the same day activity inconsistent with my location, spending history, and financial profile. I provided substantial supporting evidence, including a police report, work records, and proof of a legitimate return transaction. 
Despite this evidence, Synchrony Bank has failed to conduct a fair, comprehensive, or impartial investigation. 

I respectfully request the CFPBs assistance in ensuring that Synchrony Bank complies with its obligations, properly investigates this matter, removes all fraudulent charges, corrects any related credit reporting, and confirms that I bear no liability for these unauthorized transactions. 

Thank you for your time and your consideration and helping with this horrible nightmare. 

Sincerely, XXXX XXXX.

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