Consumer complaint received 2025-12-18 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: SYNCHRONY FINANCIAL
State: TN

Complaint narrative:
CFPB Case No. : XXXX Creditor : Synchrony Bank Account : XXXX XXXX XXXX XXXX I am resubmitting this complaint to dispute Synchrony Banks response and fraud claim denial, which misstates my position, ignores material evidence, and fails to demonstrate a lawful investigation. 

At no time have I denied ownership of this account. 
As clearly stated in my police report and all prior submissions, the Verizon Visa account was opened in my name. My dispute has never concerned account ownership. 

My dispute is that I did not provide consent for the disputed transactions, nor did I authorize, participate in, or benefit from them. The transactions at issue resulted from unauthorized use of my card by another individual, as documented in my police report. 


1. Failure to Establish Cardholder Consent Synchrony asserts that I authorized, participated in, or benefited from the purchases, yet provides no evidence that I provided consent for any transaction. 

To date, Synchrony has not produced : Any signed or recorded authorization Any written or electronic consent from me Any evidence showing my agreement to the purchases Any proof that I personally received or benefited from the transactions Consent is the controlling issue, not mere account ownership or card presence. Absent proof of my consent, these transactions can not be deemed authorized. 



2. Improper Reliance on Card-Present Transactions Synchrony relies on the assertion that the card was physically present at the point of sale. This reasoning is legally insufficient. 

Card-present activity does not establish cardholder authorization and does not substitute for consent. A card can be used by another individual without the cardholders permission. Synchronys position improperly conflates physical possession of a card with lawful authorization by the account holder. 


3. Complete Disregard of Police Report Evidence I submitted a police report as part of my fraud claim and CFPB complaint. That report documents : Unauthorized use of my card Lack of consent for the disputed transactions The identity and conduct of the individual responsible Synchronys response does not address this report at all. There is no analysis, rebuttal, or explanation for disregarding it. Ignoring sworn law-enforcement documentation is inconsistent with a reasonable investigation. 


4. Failure to Conduct a Reasonable Investigation By denying my claim without establishing consent, disregarding my police report, and relying solely on unsupported assumptions, Synchrony failed to conduct a reasonable investigation. 

A lawful investigation requires : Evaluation of submitted evidence Consideration of cardholder consent Documentation supporting conclusions None of these standards were met. 


5. Improper Charge-Off and Reporting During Active Dispute Despite unresolved factual disputes and a pending CFPB complaint, Synchrony charged off the account and furnished adverse credit information. This action has caused ongoing harm and was taken without a substantiated investigation.

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