Consumer complaint received 2025-04-18 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: NY

Complaint narrative:
Subject : Untimely Resolution of Fraud Investigation Claim regarding out of state Fraudulent Credit Card Charge Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint regarding a violation of my rights under the Fair Credit Billing Act ( FCBA ) concerning a dispute I initiated with my credit card issuer, Synchrony Bank / Care Credit XXXX XX/XX/XXXX of Dispute Initiation, I reported a fraudulent charge on my account ( Ending XXXX ) and submitted the necessary documentation as required. According to the FCBA, my credit card issuer was obligated to acknowledge my dispute within 30 days and to resolve the investigation within 60 days. 

While I did receive an acknowledgment of my dispute, the investigation has not been completed within the mandated 60-day time frame. Instead, the resolution has been extended to [ XX/XX/XXXX ], totaling 82 days. This delay has caused me considerable concern and frustration, as I have been left without clarity regarding my account status and potential financial liability. 

I have provided extensive evidence proving that I was in New York at the time the fraudulent charge occurred out of state in Florida. This evidence includes my XXXX workplace time clock sheet, a gas purchase receipt from New York, a receipt for a pizza lunch in New York, a police report filed in XXXX, a police report filed in New York, an FTC identity theft report, and a receipt for an XXXX XXXX XXXX delivered to my New York home. Despite this clear documentation demonstrating my presence in New York, my credit card issuer has not acted on this evidence in a timely manner. 

I believe this extension is unjustified, and I have not received adequate communication from Synchrony Bank regarding the reasons for this excessive delay. As a consumer, I am entitled to a timely investigation and resolution of disputes, and I feel that my rights have been violated in this instance. 

I kindly request that the CFPB investigates this matter and takes appropriate action to ensure that my rights, as well as the rights of other consumers facing similar situations, are upheld. I am including copies of relevant correspondence and documentation related to this dispute for your review. 

Thank you for your attention to this matter. I look forward to your prompt response. 
Please see relevant documents and correspondence with the credit card issuer. 

Below is a timeline of my submissions related to this dispute : XX/XX/XXXX - Reported fraudulent out of state Florida XX/XX/XXXX charge for XXXX which showed on my credit report. 

* * Reported within 60 days of billing statement as allowed by law ). 

* * * This card had been dormant for 460 days / 15 months prior to this fraudulent charge. * * * * * * My 15 month card dormancy prior to fraudulent out of state charge failed to raise any red flags with the bank to stop this fraud charge. 

* * I was not notified in any way by Synchrony Bank of this suspicious fraudulent out of state charge on day of this fraudulent charge. 

BELOW IS MY TIMELINE OF EVENTS/ SUBMISSIONS TO SYNCHRONY BANK XXXX : Received Synchrony Bank letter dated XX/XX/XXXX acknowledging my fraudulent charge claim. They stated 60 days for claim resolution to start. ( Not honored ) XXXX New York police report, Experian credit report ( showing the fraudulent charge and fraudulent credit limit increase ), FTC XXXX theft report, XXXX XXXX XXXX and XXXX XXXX XXXX, Synchrony Bank credit statement ( showing fraudulent charge ) XX/XX/XXXX. Provided a letter to Synchrony Bank reiterating out of state fraudulent charge was not unauthorized. 
I provided documents showing i was in NY at XXXX XXXX District during day of fraudulent out of state charge Documents included : XXXX XXXX XXXX statement ( showing NY XXXX XXXX XXXX XXXX XXXX NY, Pizza lunch charge XXXX XXXX NY ) XXXX XXXX XXXX XXXX XXXX  This showed my clock in and out for my workday which is at XXXX to XXXX PM XX/XX/XXXX Investigation Form Completed ( They sent me form on XXXX ) Affidavits of signature notarized ( Proof of my signature for comparison against any fraudulent charge signatures ) XXXX Police Report Statement ( coordinating with XXXX Police Dept XXXX on case ) XX/XX/XXXX. Follow up letter to Synchrony Bank stating my spending pattern on my account that was dormant for an entire year prior to this fraudulent charge and questioning why this didn't raise a red flag with the bank to stop this out of state charge. 
I requested information on the method of the fraudulent transaction ( whether it was online, in-person, or by phone ), merchant records relating to the charge, and transaction metadata that may provide insight into the security measures taken at the time of the transaction. They would not provide me any of the requested information XXXX NY XXXX XXXX delivery receipt was provided as additional proof of being in New York during day of out of state fraudulent charge School work ID Badge was also provided again XXXX XXXX XXXX XXXX was provided again

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