Consumer complaint received 2026-01-29 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: FL

Complaint narrative:
I am submitting this escalated complaint against Synchrony Bank and Belk regarding their improper denial of my fraud dispute, their reliance on unsupported generic conclusions, and their failure to conduct a reasonable investigation as required under consumer protection laws. 

I state clearly and unequivocally that I DO NOT recognize, authorize, participate in, or benefit from the disputed charges on my account ending in XXXX, as identified on my official billing statements ( Account number ending in XXXX ). 

Synchrony Bank denied my claim using a checklist of generic statements ( such as alleged authorization, shipment to my address, payments made on the account, or use by an authorized user ) without providing any specific, verifiable, or case-based evidence. No signed receipts, proof of express authorization, device or transaction data, or documentation linking me personally to these transactions were ever provided. 

Missing Additional Card Critical Failure Not Investigated My account includes an authorized additional user ( my wife ). However : The additional card was never received at our residence. 
The envelope intended for the additional card arrived empty. 
Only my primary card ( account ending in XXXX ) was received and activated by me. 

Despite this serious security issue, Synchrony Bank failed to properly investigate the issuance, delivery, interception, or potential misuse of the missing additional card, and instead assumed responsibility without proof. This represents a significant breakdown in card control, fraud prevention, and investigation procedures. 

Disputed Charges ( Abbreviated Merchant Names ) The following is a representative list of unauthorized transactions associated with the account ending in XXXX, demonstrating a clear pattern inconsistent with my normal usage : PAYPAL XXXX XXXXXXXX ( multiple transactions ) XXXX XXXX, XXXX XXXXXXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX transactions ) XXXX / XXXX XXXX XXXX XXXX  ( multiple fuel charges ) XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( multiple transactions ) Total disputed amount : {$1300.00} The presence of shipments to an address on file or payments made on the account does not constitute authorization. Any payments made were done solely to mitigate delinquency and prevent further credit damage while the fraud dispute was pending, and do not represent acceptance of liability. 

Harm Caused As a direct result of Synchrony Banks inadequate and automated handling of this dispute : Provisional credits were reversed without substantiated justification. 
An improper balance was imposed on the account ending in XXXX. 
My credit report was negatively affected. 

Requested CFPB Action I respectfully request that the CFPB : 1. Review Synchrony Banks and Belks failure to conduct a reasonable, individualized investigation.

2. Require actual, transaction-specific evidence supporting their denial.

3. Ensure correction and removal of all negative credit reporting related to the disputed charges on the account ending in XXXX. 
4. Evaluate Synchrony Banks responsibility regarding the missing additional card that was never received by the cardholder.

Thank you for your attention to this matter. I respectfully request your assistance in ensuring a fair, lawful, and evidence-based resolution

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