Consumer complaint received 2026-02-18 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: NY

Complaint narrative:
i am XXXX old.i have been on auto and paperless since XX/XX/XXXX and didn't know my card was being hacked since this time. I realized in XX/XX/XXXX when I saw that I had a large balance whIch I didn't understand how that could be because I was on auto pay paying {$140.00} a month and only used the card at that time 6 times. 
below my first letter to Synchrony bank after hours of many pointless wasted repetitive phone calls. 
To Whom It May Concern, I am formally disputing the balance and alleged resolution of the fraud claim on my PayPal Mastercard account ending in XXXX. 
I reported unauthorized activity in XX/XX/XXXX and was issued a fraud case number ( not currently available ). Despite repeated calls to Customer Service and the Synchrony Fraud Solutions Team, I have never been provided a consistent or complete written accounting. The claim has been closed and reopened multiple times, and different departments continue to provide conflicting figures. 
Below is a corrected and complete breakdown of the account activity from XX/XX/XXXX to present, using figures provided by Synchrony : Total charges posted to the account : {$17000.00} Total interest charged over the life of the account : {$2200.00} Total payments made by me : {$9700.00} Total legitimate purchases made by me : {$8300.00} Using Synchronys own figures : Legitimate obligation ( purchases only ) : {$8300.00} Payments already made : {$9700.00} This alone results in an overpayment of {$1400.00}, before accounting for interest. 
In addition, Synchrony charged {$2200.00} in interest, which was paid as part of my payments. Interest is not a principal purchase and can not be treated as an amount I still owe after payments were applied. 
When interest already paid is properly accounted for, the total overpayment is approximately {$3600.00}. 
Despite this, Synchrony currently claims a balance of {$6000.00}, a figure that is mathematically irreconcilable with the numbers above. I have also been told verbally that I received credits around {$4000.00}, yet no written itemization has ever been provided. 
Accordingly, I am formally requesting the following, in writing : 1. A complete itemized accounting of all charges, payments, interest, fees, and credits from XX/XX/XXXX to present 2. Identification of which charges were deemed fraudulent and which were deemed legitimate 3. The exact amount credited, with dates and descriptions 4. A written explanation of how the current balance of {$6000.00} was calculated 5. Written confirmation of the final disposition of the fraud claim, including the basis for any closure Until this accounting is provided, I dispute the validity of the claimed balance in full.

Please respond in writing only. This correspondence is sent for documentation and record-keeping purposes. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Account endingXXXX I just received this letter from them To Whom It May Concern, I am formally disputing the balance and alleged resolution of the fraud claim on my PayPal Mastercard account ending in XXXX. 
I reported unauthorized activity in XX/XX/XXXX and was issued a fraud case number ( not currently available ). Despite repeated calls to Customer Service and the Synchrony Fraud Solutions Team, I have never been provided a consistent or complete written accounting. The claim has been closed and reopened multiple times, and different departments continue to provide conflicting figures. 
Below is a corrected and complete breakdown of the account activity from XX/XX/XXXX to present, using figures provided by Synchrony : Total charges posted to the account : {$17000.00} Total interest charged over the life of the account : {$2200.00} Total payments made by me : {$9700.00} Total legitimate purchases made by me : {$8300.00} Using Synchronys own figures : Legitimate obligation ( purchases only ) : {$8300.00} Payments already made : {$9700.00} This alone results in an overpayment of {$1400.00}, before accounting for interest. 
In addition, Synchrony charged {$2200.00} in interest, which was paid as part of my payments. Interest is not a principal purchase and can not be treated as an amount I still owe after payments were applied. 
When interest already paid is properly accounted for, the total overpayment is approximately {$3600.00}. 
Despite this, Synchrony currently claims a balance of {$6000.00}, a figure that is mathematically irreconcilable with the numbers above. I have also been told verbally that I received credits around {$4000.00}, yet no written itemization has ever been provided. 
Accordingly, I am formally requesting the following, in writing : 1. A complete itemized accounting of all charges, payments, interest, fees, and credits from XX/XX/XXXX to present 2. Identification of which charges were deemed fraudulent and which were deemed legitimate 3. The exact amount credited, with dates and descriptions 4. A written explanation of how the current balance of {$6000.00} was calculated 5. Written confirmation of the final disposition of the fraud claim, including the basis for any closure Until this accounting is provided, I dispute the validity of the claimed balance in full.

Please respond in writing only. This correspondence is sent for documentation and record-keeping purposes. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX Account endingXXXX I just received this letter from them I I am having to difficulties trying to send you the letter, which is almost impossible. Sure, it says the XXXX for team has reviewed your claim and is unable to approve it for the following reasons you want to rise, participated or benefit from purchases. And we have reverse the transaction credits wrong with associate interest, ensure they disregarded my claim. 
This is my response to them To : Synchrony Bank Fraud Department Re : PayPal World Mastercard Account Ending XXXX Dear Sir or Madam, I am in receipt of your letter stating that my fraud claim was denied based on the assertion that I authorized, participated in, or benefited from the disputed transactions. I dispute this finding in its entirety.

I did not authorize the disputed transactions, did not participate in them, and did not benefit from them. Your determination letter provides no documentary evidence supporting your conclusion.

Pursuant to the Fair Credit Billing Act and applicable consumer protection laws, please provide the following documentary proof : 1. Identify each specific transaction you allege I authorized.

2. Copies of any signed sales receipts, charge slips, or electronic signature records relied upon.

3. A copy of the original signed credit card application or account- opening agreement bearing my signature.

4. Merchant affidavits or written statements asserting I authorized or benefited from the transactions.

5. Delivery confirmation records for disputed merchandise, including carrier, tracking numbers, delivery address, and recipient signature.

6. IP address logs, device identifiers, geolocation data, and timestamps used to determine authorization for any online transactions.

7. A description of the investigative steps performed and evidence reviewed.

8. The specific factual basis for your conclusion that I authorized or benefited from the transactions.

9. Copies of internal notes, investigator comments, and decision records related to my claim.

10. Confirmation of any provisional credits reversed and an itemization of each reversal.

11. An itemized accounting of all disputed charges, interest, and fees currently assessed.

If you are unable to produce documentary evidence supporting your conclusion, I demand that the disputed charges, interest, and fees be permanently removed and that my account be corrected accordingly.

Please respond in writing within 15 days of receipt of this letter. 
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 explanation