Consumer complaint received 2025-09-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: TN

Complaint narrative:
In XX/XX/XXXX, I received a call from my Sam 's Club credit card company, Synchrony.

The representative asked if I had made some recent purchasing from WalmartXXXX. I said no. I was out of town and said I would cancel my WalmartXXXX account as soon as I got home. As I had my card in my possession the rep was going to cancel my card and and issue a new one. I did not make the purchases from WalmartXXXX. 

On XX/XX/XXXX I deleted my WalmartXXXX acct. I looked back on my history and the last charge I made to my walmartXXXX acct was ordering personalized photo XXXX cards on XX/XX/XXXX. 
On XX/XX/XXXX I called Synchrony and XXXX said new card was being mailed out to us. They were going to investigate and took off the charges. I explained to Synchrony some info I thought may be helpful as I was thinking about how those fraudulent charges were made.... 
My birthday is XX/XX/XXXX. Around the time of my birthday I received in the mail a small envelope with just one pair of cheap socks. No paper work, no note or who they were from. A couple of days later I received another small envelope with the same kind of sock but different color. No paperwork inside. At this point I thought a friend was doing a birthday prank. But then about a week later a small envelope came with a clear, cheap cell phone case in it, no paper work on who it was from. Lastly, the next day a padded mailing envelope came with nothing in it, completely empty, no paperwork. At this point, with the fraud on my card, I thought these items may be linked to how the fraud occurred so I took pictures of the 2 pair of socks, the phone case with the envelopes and the empty envelope. I did not order any of those items. 

On my XXXX statement the charges were back on. There were 9 charges from Wal martXXXX. 
XXXX {$150.00} XXXX {$210.00} XXXX {$230.00} XXXX {$220.00} XX/XX/XXXX {$96.00} XXXX {$98.00} XX/XX/XXXX {$160.00} XXXX {$150.00} {$130.00} total {$1400.00} I called Synchrony and they started another fraud inquiry. I completed a fraud form dated XX/XX/XXXX and mailed it back to them XX/XX/XXXX. Around XX/XX/XXXX I sent in the pictures I took of the mysterious items I had received in the mail to prove what I had written in my fraud form to Synchrony. I received an email stating that my claim was denied. 
On XX/XX/XXXX I called Synchrony and asked for a fraud supervisor. Opened another investigation with XXXX and explained to her all the circumstances. I said again I did not make those charges or authorize any of the charges. She assured me they would take the charges off and investigate it again and that we would not be responsible for the fraud charges. 

Approximately on XX/XX/XXXX I received an email saying my fraud claim was denied again. I called Walmart XXXX on XX/XX/XXXX and spoke to XXXX to do my own investigating. He said those 9 fraudulent charges didn't show up on my old walmartXXXX acct purchase history ; meaning I didn't make the purchases. So on XX/XX/XXXX I called synchrony again, asked for a fraud supervisor, spoke with XXXX and she reopened another claim. I received another Fraud form from synchrony dated XX/XX/XXXX. I completed it and mailed XX/XX/XXXX with new info about the fact that WalmartXXXX said those 9 charges did not appear on my walmart.com old acct and I fact that the XXXX rep said there were 3 other phone numbers associated with my old walmart.com acct. On XX/XX/XXXX I received an email from Synchrony stating my fraud case was denied 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