Consumer complaint received 2025-12-01 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: GA

Complaint narrative:
Complaint Narrative I am filing this complaint because Synchrony Bank has repeatedly refused to properly investigate a fraudulent charge on my CareCredit account ( Account No. XXXX ) and continues to report me as responsible for a debt that I did not authorize, participate in, or benefit from. 
Background : - I opened the CareCredit account years ago, paid it off, and left it unused for several years. 
- At XXXX point, I added XXXX XXXX as an authorized user solely to help her build her credit history. She did not have possession of the card, did not know the account number or XXXX  code, and was explicitly prohibited from making charges. 
Fraudulent Transaction : - XXXX XXXX informed XXXX XXXX staff that she could not use an account in my name. XXXX assured her they - would use her own credit, which was false. 
- She later discovered at a XXXX  visit that the procedure had been charged to my CareCredit account. 
- Despite her lack of authorization, XXXX XXXX somehow obtained my full account number and XXXX  code and processed the transaction without my knowledge or consent. 
- I discovered the fraudulent charge only when I logged into my account to pay another bill ( XXXX ). 
Evidence Provided to Synchrony : - A sworn affidavit from XXXX XXXX confirming she lacked authorization and warned XXXX XXXX XXXX not to use my account. 
- Numerous written dispute letters over several months, including XXXX final demand letters, requesting : - A copy of any signed application or authorization showing I approved this transaction. 
- Evidence of how the provider obtained my account number and XXXX  code. 
- A complete payment history identifying who made payments. 
- A proper fraud reinvestigation. 
- Compliance with my ceasecontact instruction ( written resolution only ). 
XXXX XXXX : - Synchrony has failed to provide a signed application, receipt, or authorization documents showing I approved this charge. 
- Instead, they denied my dispute by stating that payments were made and the account was open over XXXX  months. This does not constitute authorization. Fraudsters or third parties often make payments to conceal fraudulent activity ; even if payments were made, they were not made by me. 
- Synchrony also sent a XXXX XXXX form where staff wrote in my account number and authorization code. My name does not appear anywhere as the signer. This strongly suggests the provider processed the card number without consent. 
- Synchrony violated my ceasecontact letter by calling me directly, despite my explicit instruction that contact was only permitted upon resolution. 
Ongoing Harm : Despite clear evidence of fraud, Synchrony continues to : - Incorrectly report this account as delinquent. 
- Refuse to validate the debt as required by federal law. 
- Ignore provided evidence and affidavits. 
- Continue collection activities and negative reporting. 
This has caused financial harm, credit damage, and ongoing stress. XXXX actions violate the Fair Credit Billing Act ( 15 U.S.C. 1666 ), the Fair Credit Reporting Act ( 15 U.S.C. 1681 ), and consumer protection standards requiring proper investigation of disputed debts.

Requested Resolution I request that Synchrony Bank be required to : - Reverse the fraudulent charge on my CareCredit account. 
- Remove all negative credit reporting related to this account. 
- Provide the legally required validation documents ( which they have failed to produce ). 
- Cease all collection efforts related to this account. 
- Provide written confirmation resolving the fraud investigation and confirming that I am not liable for this debt.

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