Consumer complaint received 2026-01-19 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: PA

Complaint narrative:
On XX/XX/XXXX at XXXX pm, I received a call from a number that appeared as XXXX XXXX. The caller said they were from the fraud department and proceeded to ask me about several attempted charges on my account. I was concerned, but wary, so I withheld any information other than to deny that any of the charges were authorized by me. On the side of caution, I disconnected from that conversation. I then called the customer service number on the back of my TJX credit card at XXXX pm to verify whether there was in fact suspicious activity on my account and to get confirmation that the earlier call was from an authorized party. I was told that yes, they were aware of suspicious activity on my account and that the outreach call was legitimate and that it was safe to cooperate. When the TJX Companies number called back, on the direction I received from the customer service rep, I reengaged. Screenshots showing the timing of the calls are attached. 

That afternoon, independent of those calls, there were other signs that my identity was being attacked on several fronts at once. I was locked out of my XXXX account until I was able to get back to my laptop and produce a passkey to log back in, so I missed some warning emails/requests for information until it was too late. I discovered that someone had added my XXXX card to XXXX XXXX ; someone other than me had requested an access code to sign into my XXXX profile ; and someone was using my XXXX XXXX XXXX for fraudulent transactions and impersonating me over the phone to try to increase my credit limit. Attached is an email to my husband from that afternoon detailing some of these discoveries. 

As soon as I realized that the TJX Companies calls were fraudulent, I again contacted the company by phone to close my account and initiate an investigation. I asked if there were any affidavits or documents I could submit and was told no. When my first claim was denied, I received no communication or explanation. I discovered the decision by happenstance when I logged in to check my account and saw that the provisional credit had been revoked. 

I called immediately to initiate a second claim. I was given a fax number to send supporting documentation, but the fax was not working for either of my attempts ( fax receipts attached. ) When I called to request an alternate number, I was told that was the only number available and to mail the documents instead, which I did on XX/XX/XXXX. There was no confirmation of receipt of my documents until XX/XX/XXXX. I received a call from the company early in the week of XX/XX/XXXX. The agent calling told me that based on the notes, she suspected that my initial claim was denied in error. She said that I could expect the decision on my second claim within XXXX days. After our conversation, I was surprised when my claim was denied a second time on the grounds that I participated in or benefited from the transactions despite the fact that I provided documentation of the proactive call I placed BEFORE the fraudulent transactions occurred as well as a recap of the attacks on my ID, the XXXX decision in my favor, etc. 

As you can see in the documents attached, I have taken multiple steps to resecure my identity and accounts. I reset : my XXXX Id and recovery key as well as my XXXX and XXXX passwords. I purchased a subscription to XXXX to add a XXXX and malware detector to my phone. In addition, as a rule I keep my credit locked, but I notified the credit bureaus immediately and requested that my credit be frozen.

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