Synchrony Financial Credit Card Complaint

Customer service / Customer relations

Synchrony Financial Credit card department,

Customer service / Customer relations California

In early -/-/2017, my Sam 's Club MasterCard was compromised. There was an unauthorized charge for the amount of $96.00. Synchrony Bank ( who services my Sams Club MasterCard ) failed to catch the fraudulent charge at the time but I alerted synchrony bank of it when my billing statement came. They assured me it would be investigated and I would hear back within 30 days. Some time later they sent me a letter stating the charges were valid. I called back in to assure them it was fraudulent. The case was reopened. I received another letter ambiguously stating the case was resolved. After playing phone tag with multiple representatives and supervisors, no one could give me an answer to the fraud investigation outcome as the letter was unclear. During this time synchrony refuses to credit the amount of $96.00 in fraud charges so it continues to accrue interest. I was advise to not pay this charge and everything, including the accrued interest, would be credited once the investigation concludes. This seems counter to how every other bank I 've dealt with conducts business when it comes to fraudulent charges in dispute. After many hours on the phone spread across many days, I was finally able to get a hold of someone on the phone who told me the reason the original complaint did not go in my favor was because it was filed as a dispute, not a fraud charge. Now I would have to wait again while synchrony refiles and conduct the investigation again. This is beyond incompetent.

Synchrony Financial customer in California
Apr 03, 2017

* Source: CFPB Complaint Database

Synchrony Financial response to complaint:
Closed with explanation

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