Consumer complaint received 2024-01-29 00:00:00
Product: Credit card — Store credit 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: CA

Complaint narrative:
In mid-XXXX  XXXX, Lowe's/Synchrony withdrew {$13000.00} my checking account which my bank rightfully rejected. This led me to discover that my Lowe 's card had been compromised and used to purchase over {$21000.00} worth of good. I immediately notified Lowe's/Synchrony about the breach. Upon further investigation, I discovered that not only my Lowe 's card, but my Mattress Firm, and Guitar Center cards had also been breached and used to purchase items. Note that all three of these cards are issued/serviced by Synchrony Bank who denied having any security issues with my account information, despite all three Synchrony cards being used at the same time. After several hours of phone calls with customer service and fraud investigation depts. over the course of 9 months, I was finally able to get the issues resolved. Or so I thought. I continued to be charged fees on the Guitar Center card for the purchases that were already deemed fraudulent and not my responsibility and it took 4-5 months before those fees were removed. I am still waiting to verify this as I was told this once before and the fees were still being accrued. I also thought that my Lowe 's card issue was resolved in mid-XXXX  XXXX but on XX/XX/XXXX, I received a reminder that I have an autopay due to be taken on XX/XX/XXXX for the amount of {$13000.00}. The amount taken from my checking account in XX/XX/XXXX which started the whole fraud investigation in the first place. I tried talking to Synchrony and was passed from person to person to person over the course of 2 hours on the phone, being hung up on and never being passed to someone who could actually do anything ( see my attached notes ). I was told that the amount referred to a " Charge back '' but no one would tell me what a " charge back '' was. I was told that I received a check for that amount that I needed to pay back I guess. I don't know, they won't tell me. I never received a check nor did I expect one as I did not pay on the fraudulent purchases. I tried to explain this but no one would listen and insisted that I received a check. There was no reason for them to send a check and if they did, it did not come to me. If Synchrony would take the time to check, they would see that I have not endorsed/cashed/deposited any checks from Synchrony. Since my last series of calls, I have not received any status updates or any indication that anything is actually being done. I have been battling with these people for nearly a year and have had to deal with their incompetence costing me time off work, lost business, countless hours on the phone, and negative marks on my credit report lowering my credit score and giving me undesirable interest rates. I have secured an attorney and if Synchrony does not resolve these issues after this, I will file a suit for a substantial cash settlement and involve the media to make this a high-profile case.

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 monetary relief