Consumer complaint received 2025-04-23 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: IL

Complaint narrative:
* * Subject : * * Formal Complaint Regarding Fraudulent Charges and Unresolved Account Issues XXXX XXXX XXXX ( Synchrony Bank ) * * To Whom It May Concern : * * I am writing to formally * * file a complaint * * against Synchrony Bank regarding ongoing issues with my XXXX XXXX XXXX account, which I have not used and which has been subject to repeated fraudulent activity. Despite multiple attempts to resolve these issues directly with Synchrony Banks Fraud Solutions Team, the matter remains unresolved, and my account continues to show a fraudulent balance and associated fees. 

* * Summary of Issues and Timeline : * * - * * XXXX XXXX, 2025 : * * I contacted Synchronys Fraud Solutions Team at XXXX after noticing unauthorized activity on my XXXX XXXX XXXX account ( Synchrony Bank, XXXX ). 
- * * XXXX XXXX, 2025 : * * Synchrony Bank stated I would receive a new store card and that the old card was destroyed. However, fraudulent purchases continued to be made on the new card on this same date, indicating a failure in their fraud controls. 
- * * Ongoing : * * I was instructed to mail in a fraud dispute form, which I did. Despite this, I was repeatedly told to call the Fraud Solutions Team for updates, but no resolution was provided. 
- * * XXXX XXXX, 2025 : * * I called again regarding the unresolved fraudulent charges. I was informed that I needed to wait for their investigation to complete and that my balance would not be updated in the meantime. 
- * * XXXX XXXX, 2025 : * * I called for an update after being told I would receive a letter and a new card in the mail, neither of which I received. Despite prior assurances, the fraudulent charges remained, and my account showed a balance of {$540.00}, including interest and a late fee. I also received multiple emails demanding payment for these fraudulent charges. 
- * * XXXX XXXX, 2025 : * * I spoke with a fraud manager ( XXXX XXXX XXXXXXXX ), who assured me that I would receive a credit for all fraudulent charges, the balance would be zeroed out, late fees and interest would be removed, and a new card would be sent within 7-10 days. 

* * Outstanding Issues : * * - Fraudulent charges remain on my account despite repeated assurances of resolution. 
- I have been charged interest and late fees on these fraudulent amounts. 
- I have received repeated phone calls and emails demanding payment for charges I did not make. 
- Synchrony Banks fraud controls failed to prevent unauthorized use even after the card was supposedly replaced. 
- I have not received the promised new card or written confirmation of the resolution. 
- The ongoing situation has caused unnecessary stress, wasted significant time, and potentially harmed my credit. 

* * Requested Resolution : * * - Immediate removal of all fraudulent charges from my XXXX XXXX XXXX account. 
- Reversal of all related interest charges and late fees. 
- Written confirmation that my account balance is zero and my credit report will not be negatively impacted. 
- Assurance that improved fraud controls will be implemented to prevent recurrence. 
- Cease all collection communications regarding these fraudulent charges. 
- * * Compensation for the considerable time, stress, and inconvenience I have experienced as a result of Synchrony Banks inadequate handling of this matter. I have spent numerous hours over several months attempting to resolve this issue, and I believe compensation is warranted for the lost time and emotional distress caused by this ongoing situation. * * I am submitting this complaint to both the CFPB and XXXX for formal review and assistance in obtaining a fair and timely resolution. I have attached a summary of my communications with Synchrony Bank and relevant documentation for your reference. 

Thank you for your attention to this matter.

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 non-monetary relief