Consumer complaint received 2024-04-12 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: MI

Complaint narrative:
On XX/XX/year> @ XXXX eastern time, I received a letter from synchrony bank for my XXXX XXXX stating my purchase exceeds {$50.00}, which is the limit amount before I am alerted. I read the letter & it gives a XXXX order with purchases that was {$500.00}. I immediately contacted all the sellers of the items that showed purchased & told them to cancel due to fradulent activity on my account. I immediately called synchrony bank to report this & the rep I spoke to said she's so sorry to hear that I was having card issues. 
She told me not to worry that she would close the account, contact the credit bureau 's so my credit won't be affected, & that she would send me out a new card & I wouldn't be charged for anything. I get another email from them at XXXX eastern time on XX/XX/year> stating my card was reported lost or stolen. The next letter I received was dated XX/XX/year> at XXXX eastern time, letting me know my new card was mailed out. To make a long story short, I see a balance on my account for {$200.00} that they transferred over from my old card account ending in XXXX. The sellers I reached out to when it first happened on XX/XX/year> all refunded the purchases back to my card ending in XXXX. So I call in, talk to a rep who told me that's because my purchases was {$900.00} & something, & they deducted {$200.00} & something which left the total of {$200.00}. I asked how was that if the merchants refunded me back to my card ending in XXXX. Got into a heated argument & had to end chat on that call. Called again the next day to speak to someone else, that person had a attitude & was saying the merchants who refunded me reversed the payment & they didn't get all the refunds back, so I ended the chat with her as well. I called again today, XX/XX/year> before I filed this complaint only to be told again, payments were reversed. I told her I had proof that I don't owe them anything because the items were refunded. I asked could I send the proof to her, she said no I had to call the fradulent department. Called them today around XXXX eastern time. The guy didn't want my proof either so I was transferred to the fradulent department & was told it could take 60 days to fix, yet, I go on my accont & see that auto pay is set up for XX/XX/year>. The rep said not to worry, dismiss it, but I already was lied to when I was told I wouldn't be charged for anything, & the credit bureau 's would be informed so my credit would not be affected. I got the new card but haven't activated it yet because this need to be addressed before I trust them again. I have the proof of the date & time all the purchases were refunded back to my old card ending in XXXX. I asked her could I send my proof in, she gets an attitude & say I have to speak to the fradulent department, transferred me & I was on hold a very long time before I just hung up & decided to file a complaint with you. They act like fradulent activity is not important as to why I called them in the first place after I received my alert letter. I want the balance of $ XXXXoff my account, I don't want my credit affected due to this, & I will be sending you all the proof I have which shows I do not owe them anything.

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