Consumer complaint received 2025-12-04 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: CA

Complaint narrative:
On XX/XX/year>, I discovered several pending fraudulent transactions on my PayPal Credit Card. I immediately contacted XXXX to report the fraud while the charges were still pending. However, my dispute was later closed because Synchrony attempted to reach me using an old phone number and addressdespite the fact that all my other Synchrony accounts already have my correct contact information. 

Synchrony Bank then completed all fraudulent charges in my name and mailed my replacement card to the same old address, which directly contributed to the theft. I have spoken with more than six representatives, all giving contradictory instructions, and my case has still not been resolved. 




Complaint Description ( Full Details ) I am filing a complaint against Synchrony Bank ( issuer of PayPal Mastercard ) regarding several unauthorized transactions totaling {$370.00} that were incorrectly closed as no suspicious activity. 


Unauthorized Charges on XX/XX/year> : * XXXX  {$32.00} * XXXX  {$24.00} * XXXX  {$99.00} * XXXX  {$99.00} * XXXX  {$74.00} * XXXX XXXX {$4.00} * XXXX XXXX $ XXXX fraudulent amount : {$370.00} XXXX XXXX XXXX My account also showed multiple {$1.00} XXXX test authorizations XXXX which are a well-known fraud-testing method. 
Criminals run {$1.00} charges to verify if a stolen card is active before making larger purchases. 
This is a clear and classic indicator of credit card theft, not normal activity. 




Evidence of Ongoing Fraud On XX/XX/year>, another unauthorized attempt of {$15.00} was made. 
It was declined only because I locked my card. 
This proves : * The criminal is still trying to use my card * My card number has been compromised * Synchrony closing my case as no suspicious activity was incorrect and negligent Card-Number Mismatch Proves Fraud The unauthorized transactions were made using a card ending in XXXX. 
My actual card ends in XXXX. 

I do NOT have the physical card in my possession, and I never received it because it was mailed to my old address. 
This card-number mismatch is direct, undeniable proof of fraud. 




Verification Failure and Security Risk I completed the identity verification steps and received the code. 
A representative told me the code was not valid, then insisted on mailing a new code to the same old address where the theft occurred. 

Sending sensitive verification codes to the location involved in the fraud is : * Unsafe * Irresponsible * A direct risk to my identity and security Despite my warnings, Synchrony attempted to mail information to that address repeatedly. 




Case Number Closed Improperly Synchrony closed my fraud case : Reference : XXXX XXXX XXXX : No suspicious activity This is incorrect. 
No proper investigation was performed. 

Synchrony : * Did not contact me * Did not verify transactions with me * Ignored the card-number mismatch * Ignored evidence of XXXX fraud-test XXXX * Ignored the new attempted transaction after the card was locked Regulation Z Violation Under Regulation Z ( Truth in Lending Act ), banks must : * Investigate unauthorized credit card charges promptly * Provide provisional credit * Contact the consumer * Evaluate evidence * Protect the cardholder Synchrony failed to do these things and instead closed my case without proper review. 

I need CFPB assistance because Synchrony has mishandled this case and continues to put my account at risk.

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