Consumer complaint received 2025-08-24 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: VA

Complaint narrative:
My Belk store XXXX ( ending in XXXX ) was replaced by a Synchrony Back XXXX ( ending in XXXX ). I ONLY used the initial card for in-store related purchases or their on-line catalog items. There are only 2 Belk stores near me, so I either shopped 30 miles to the south in XXXX, VA or 30 miles to the north in XXXX, VA. During the second week of XX/XX/year>, I was shopping at the XXXX store when a purchase transaction was denied. I was given a number to call, and I did so before leaving the store. The Fraud Rep asked " if anyone else had permission to use my card, if I had travelled to NY recently, because there appeared to be some abnormal purchases!!! '' I assured her no one had permission to use my card AND thanked her and the Department for realizing 'this was NOT my norm '!!!. She informed me they would be sending me a new card in the mail. Prior to the new card arriving ( ending in XXXX ), my monthly statement ( ending in XXXX ) arrived with the six ( 6 ) fraudulent charges : three ( 3 ) airline tickets @ {$790.00} EACH, and three ( 3 ) related charges @ {$25.00} EACH. I immediately called back to this Synchrony Bank Fraud Department to confirm the fraud. I completed to required form to open an investigation in XXXX and the ongoing saga has been a nightmare with their lack of response to provide and justification for not accepting this as fraud. First I was told, " I had been in NY to authorize the purchase ''. I sent a certified letter by a XXXX XXXX  official confirming I was on campus for a meeting. Then, I was told my email had been used, and finally I was sent the notation from a 4th ( supposed investigation ) that the tickets had been mailed to me! Who mails airline tickets??? During each of these investigations, I have NEVER been privy to ANY correspondence verifying their justification. And the rejection emails are always sent at the same time of the evening AND at the end of the month month, regardless to the day of the month the supposed investigation is begun. For example, on XX/XX/XXXX, I sent XXXX XXXX ( from the President 's office who said she had been asked to review this claim ) an email to inform her of my contact with XXXX XXXX XXXX after she had asked me to do so. 

On XXXX XXXXXXXX XXXX XXXX XXXX, XXXX of Synchrony Fraud Dept. called and informed me another complaint form would be mailed to me to complete. With the USPS general delivery system, the mailing arrived on Saturday, the XXXX. I returned it via Certified USPS on Monday XX/XX/XXXX. On XX/XX/XXXX, at XXXXXXXX XXXX, I received the same standard email with the enclosed form that had the same X ( " You authorized or benefitted from the purchase '' ) AND the second X ( " The purchased items were shipped to your address '' ). How could a fair and thorough investigation have been completed???

Each email letter with the form enclosed arrives at the end of the month with the same X and NO additional documentation!!!! 

In XX/XX/year>, I contacted XXXX XXXX XXXX to ask about this claim and there was NONE to share : Nothing with my name, this bank, OR my credit card number!!!! The XXXX XXXX XXXX Department agreed to open a claim ( once I was able to provide the specific transaction codes that was provided to me ONLY after several call and delays from Synchrony Fraud Department ) and the XXXX XXXX XXXX apologized profusely for this situation. I was told it could take up to 60 days for a reply. I had already filed a report with the XXXX XXXX Police Department. Recently, I contacted the 3 National Credit Agencies ; FTC ; VA Attorney General who recommended that I follow up with this agency.

Also, before EACH connection to the Fraud Department, a recording asked me to stay on the line for my comments! HOWEVER, the recording NEVER was activated to get a single response from me. I remained on the line for 10 - 15 minutes and the recording was NEVER activated. If this company 's recordings were ever checked, there will be XXXX opportunities for me, as a consumer, to reply. Therefore, IF this is standing operating procedure at this institution, then the faith and trust of fair play is definitely questionable for thousands ( if not millions ) of consumers!!

As a retired educator and senior citizen, I ask for any assistance you may provide.

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