Date Received: 2023-03-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My HSN ( Home Shopping Network ) account was hacked back in early XXXX of XXXX. The hacker gained access to my HSN account and used my HSN Synchrony credit card that was on file, and purchased an XXXX XXXX XXXX, XXXX. This was obviously an unauthorized purchase / transaction. The purchase date was XX/XX/XXXX, and the HSN order number was XXXX. I found out about the unauthorized purchase after receiving a Synchrony Credit Card bill for {$970.00}. I immediately contacted HSN and filed a fraud complaint. HSN took all of my information and indicated they would take care of the problem. I ended up receiving another Syncrhony credit card bill, and I contacted HSN immediately again. I was then told that I needed to contact Synchrony Financial because they are the ones that are holding the debt. I will provide all the details on what all has transpired with Synchrony, but in short, they are not accepting my fraud claim ( s ). I have filed 5 ( yes five ) different fraud claims and they simply provide back the same response indicating either or both ... '' the merchandise was delivered '' and/or " I participated in or benefited from the purchase ''. Both of these responses are completely false, as explained further below. I also filed a police report with XXXXXXXX XXXX XXXX Police Department ( case # XXXX ). The investigating offers were XXXX XXXX and XXXX XXXX on the report. XXXX phone number XXXX. All of the police report information was provided to Synchrony Financial as well. There are some very strange things that transpired with the so called delivery of the package by XXXX, which I have brought attention to in all of my Synchrony fraud complaints and documentation, however Synchrony has never provided any investigative details or information regarding my specific concerns and comments. Synchrony financial simply responds with the same brief form letter and same brief responses. In addition to my HSN accounted being hacked, this is also what has transpired. According to XXXX, the item/package was delivered to our residence on XX/XX/XXXX at XXXX XXXX. XXXX indicates it was an " Inside Delivery '' and package was " Received by '' a person by the name of " XXXX XXXX ''. We know nobody by the name of XXXX XXXX. My wife, XXXX children, and myself were home that evening. Our XXXX camera never went off, and we never received any XXXX notifications about activity or motion ( ie. package or delivery person ). The doorbell never rang. Again, we know nobody by the name of " XXXX XXXX ''. We certainly do not have strangers in our home accepting packages. XXXX said it was an " inside deilvery '' and was accepted by a person we have never heard of ( XXXX XXXX ). I have screenshots of alot of this information that I downloaded off of he XXXX website. I also have some copies of prior fraud forms I have provided Synchrony Finanical. This is ALL completely inaccurate information that was captured in the XXXX system regarding the delivery. All of the information about the delivery is inaccurate, and I have conveyed all of these details, via signed affidavit to Synchrony Financial via their fraud forms on 5 separate occasions now. I have come to find out that XXXX delivers packages to the wrong address fairly frequently, and the actual address of where the package is delivered is not always updated in the system. XXXX does not take pictures of the delivered packages, however XXXX does. If XXXX would have simply taken a picture of the delivered package, I would not bee in this mess. Despite the HSN account Fraud, and all the aforementioned strange details about the delivery having been conveyed to Synchrony, they continue to ignore it and do nothing. I actually don't think they are doing any investigation whatsoever, despite them responding and saying ... '' after concluding our investigation ''. It is all just words with no real action behind it. They are merely hanging there hat on the inaccurate information that the package was delivered to hour home according to XXXX. Had it been, it would have been returned ASAP to avoid having to pay the {$970.00}. I should not have to pay for something I did not order, or even receive in this case. Absolutely ludicrous. I am XXXX years old and have never had an upaid bill or bill collection in my entire life. I am not a criminal and do not have any kind of a criminal background or record whatsoever. This entire situation has been completely frustrating, time consuming and tremendously upsetting. I will gladly participate in any discussion, questioning, polygraph, arbritation, or court preceeding regarding this matter... .and so will all members of my family. If we need something, we buy it, legally. Please help me with this. I need more than just somebody helping me to get them to respond. They will respond. That is not the problem. The problem is they are not listening to me or understanding all the crazy things going on with the order and delivery. I feel like I am being bullied by Synchrony Financial and taken advantage of. This should not be happening like this. I tried to actually get a local news channel to interview me and do a story on it but they were not interested. Apparently it was not big enough of a local story. Best Regards, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: XX/XX/XXXX : A purchase of {$540.00} was made on the merchant site XXXX, through XXXX separate vendors on this date using the PayPal Credit account. The transaction was for XXXX XXXX XXXX advertised as being authentic instruments. XXXX XXXX ID : XXXX. XX/XX/XXXX - XX/XX/XXXX : The instruments were received within the month of XXXX, upon which they were taken to a local authorized XXXX dealer for a preliminary set up service. Upon the date of inspection for inventory, they were determined as counterfeit instruments and consequently denied service. This is when I first learned that what I bought was a cheap, counterfeit forgery. XX/XX/XXXX : The dispute process was initiated through the PayPal Resolution Center, typically the first line of defense with regards to buyer protection as outlined in PayPal 's Purchase Protection terms. Upon my phone conversation with the representative I was informed that the only method they would consider offering that would involve me being issued a return refund, was to ship the counterfeit items back overseas to XXXX. Given the potential for illegality involved with the shipment of counterfeit goods, especially overseas, I was very hesitant to pursue this option. However, I made it known that I was willing to determine shipping rates as we were on the phone conversation, though it became quickly apparent that there were no shipping rates that would make any fiscal sense in returning the items. I would effectively be left hundreds of dollars short in my bank account due to the ratio of the shipping rates to respective refund for the items, and still left without the promised goods that initiated my purchase in the first place. I was told that this was the only avenue I was able to pursue in getting a refund, despite PayPal 's Buyer Protection terms outlining multiple clauses ; the least of which states that buyers are in fact protected against receiving inauthentic items in transactions made through the PayPal platform. XX/XX/XXXX : Eventually I was able to speak to a customer service representative through the respective PayPal Credit customer service line, who informed me that I would in fact be able to receive a refund after offering multiple solutions. The main one being that I would be willing and able to return the counterfeit items, despite any personal qualms with potential illegality, to the sellers if they were to cover the whole cost of return shipping. I agreed to this proposed solution and was thus issued a full refund back to my PayPal Credit account of {$540.00}. XX/XX/XXXX : With the intent to continue using my PayPal Credit account, despite having yet to hear back from either seller or customer service representative with regards to return shipping, I spoke with a customer service chat representative through the PayPal Credit customer service portal and inquired if the chargeback was officially closed in my favor, so as to put off any worries of my credit limit being surpassed due to the nature of the charge potentially being reversed. I was assured that the case was already closed in my favor. Considering I had no further use for any of the counterfeit instruments due to the case being closed and having no interest in keeping evidence of importing counterfeit goods with my legal name tied to the transaction, I simply had them destroyed at a local waste management service. XX/XX/XXXX : Today I noticed that on XX/XX/XXXX, the full {$540.00} charge was reapplied to my PayPal Credit account. I immediately called the customer service line to inquire as to the nature of the reversal. I was informed that the offer notwithstanding was not able to be followed through with and further that the charge will stand. As of this date I have NEVER received in writing any clear explanation for why the charge was reversed again after being issued the credit and having it confirmed by a representative that the dispute was closed in my favor, I have NOT received any communication from the seller nor PayPal with regards to the fulfillment of the proposed seller-provided return shipping labels, and I am now left without any products to return after believing that I settled the issue once and for all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77023
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I did not authorize or consent to this account being opened. I have no knowledge of this account nor did I use it for myself. I did not approve any charges or apply to it being opened. I have asked to have it removed as fraud and for all derogatory comments and remarks to be removed. I have not had success trying to get this resolved or removed. It is ruining my credit. Please remove account and all related negative reporting from all credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35802
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I am on the phone now going on 31 minutes with about 3 of those being talking. It is XXXX est and your agent has already denied me service I have the right to receive as well as lied to me. I told her I want an ACH stop payment which the supervisor XXXX was able to give me a few days ago and told me is new. I told this lady to do that, she insisted on talking all sorts of nonsense, so I told her if she doesn't know what it is to stop wasting my time and go ask somebody. She then put me on hold for over 8 minutes and came back and instead of asking about it like she promised she told me she reviewed my previous chat logs and was going to deny me a service I have the right to based on chat logs. I told her I want to speak to a supervisor and she is just leaving me on hold it's been about 15 minutes now. So my takeaway from this is either XXXX is lying or this rude and egotistical agent who thinks she knows everythin, lied to me, then denied me service on my account where I am depositing about {$1000.00} a day for just the credit card transactions of website of the multi million dollar business I represent thinks its ok to provide me with service of this quality level. This is tortious interference of my business and synchrony bank, dereliction of fiduaciary duty and fraud. If my account is charged because of the inability of this agent to process a simple stop payment and her malicious intent to stop me from getting service but just putting me on hold to steal wages from your company you can bet you will be hearing from my lawyer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30144
Submitted Via: Web
Date Sent: 2023-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On XX/XX/XXXX I bought a Desktop computer from XXXX XXXX through XXXX for {$1200.00}. The only option I was given during online checkout was their Special Financing. The plan said I had until XX/XX/XXXX to pay off the debt before the interest on the Special Purchase kicked in. I didn't want to do the special financing but there was no other option at XXXX checkout. Regardless, I thought I had paid off the debt in full because of these transactions : XX/XX/XXXX {$200.00}, XX/XX/XXXX {$1000.00}, XX/XX/XXXX {$330.00} and XX/XX/XXXX {$200.00}. These payments were more than sufficient to cover the special finance and pay off the debt. In XXXX 's TOS it says that they must allocate the money if more than the minimum payment due to the most expensive purchase. There is no way for me, the customer, to allocate funds. You have three options when you go to pay off your credit : pay the full amount of your account, pay the minimum of your account, or other. There is no way for me to allocate said funds. That is XXXX 's responsibility. They did not allocate any of these payments to the special finance plan and come XXXX I am being told not only do I owe 28 % API on the purchase, I also owe {$1000.00}. They are acting as if I didn't pay it at all. It is pure stealing and fraud. I have spoken to numerous people through Synchrony Bank ( over the phone dates XX/XX/XXXX, XXXX, XXXX, XXXX and XXXX as well as their virtual chat ) and I was told this would be fixed. But today I got a letter saying that if it was 60 days past the date of the transaction, they didn't have to do anything. If I can not allocate my own funds and it is up to them to do so, this is gross negligence if not out right fraud on their part. They also sent me a form to fill out on the XXXX and then immediately 24 hours later sent me another email telling me there was nothing they were going to do without having my written statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48198
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Fraud account already provided documents to creditors and they assured me they would remove from all 3 credit buearus. My score use to be excellent XXXX until this fraud occurred by Ashley furniture. Identity stolen to open fraud account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2023-04-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: SNYCB / Paypal credit card They opened a credit card account in my name WITHOUT an application from me! between XX/XX/2023 and XX/XX/2023, this card was added to my credit report I made NO request for this account NOR did I file an application for this account. I do not want this account! Calling them to get this problem rectified is also Problem as you are on Hold for ever! All the guy on phone does is apologize, and refuses to explain how or why the application was made on their part. This has resulted in a Hard inquiry on my credit and a reduction of my credit line. They are not willing to say what happened or why and also claim it will not affect my Paypal account. BUT I do not believe them. I have had my Pay pal account for years and never had a Problem BUT at this point I may be closing my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89048
Submitted Via: Web
Date Sent: 2023-04-07
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: FORMAL COMPLAINT Formal Request Account Number Ending in XXXX My name is XXXX XXXX, and I am writing to you, to request the removal of all negative payments from my credit report ( XXXX, XXXX, XXXX ). In support, I want to state the following : 1. The account was opened on XX/XX/XXXX. 2. On XX/XX/XXXX, I entered into a verbal agreement with Synchrony Bank, due to COVID19 financial complications. 3. On XX/XX/XXXX, I received a Synchrony Bank letter that laid out the COVID19 recovery plan I was enrolled and approved for. A. A 60-month special payment plan program set to expire on XX/XX/XXXX B. The plan reduced the monthly minimums to {$36.00} per month. C. A reduced interest rate of 0 % APR will be applied to your next billing cycle. D. The account is closed for future purchases. E. The Customer Assistance Plan extends up to 60 months from the date of this letter, unless completed or terminated earlier. ( Maturity date was extended ) The Coronavirus Aid, Relief, and Economic Security Act ( CARES Act ) will provide emergency assistance to healthcare providers, individuals, families, and businesses affected by the novel Coronavirus ( COVID-19 ). The CARES Act protection covers a " covered period '' as the period starting XX/XX/XXXX, until 120 days after the end of the national state of emergency declaration, which is XX/XX/XXXX. If the consumer was current on an obligation at the time of an accommodation approval, the account must be reported to CRAs as current if the consumer is complying with the accommodation agreement. 15 U.S.C. 1681s-2 ( a ) ( 1 ( F ) ( ii ) ( I ). In XX/XX/XXXX, my statement was around {$250.00}, and in XX/XX/XXXX, my statement dramatically increased to around {$1600.00} ( 84.76 % fee increase ). Meanwhile I was still current, I was informed over the phone the interest were going to be removed, since I was in a COVID19 program. I requested a new statement, because I was completing all my payments and I did not want any issues. The representative assured me that a new statement would be sent out, and I could pay the amount I owed, which was around {$250.00}. I never received the corrected statement. I was later informed that the 84.76 % fee increase was due to a special promotion which incurred backup interest, and this goes against the written agreement ( A reduced interest rate of 0 % APR will be applied to your next billing cycle and payment plan program set to expire on XX/XX/XXXX ), received on XX/XX/XXXX. ( See enclosed ) When I agreed to COVID19 Cares Act program, Synchrony Banks representative misrepresented material facts, when asked about backup interest : NO BACKUP INTERESTS WILL BE ADDED. ONLY PAY WHAT YOU CURRENTLY OWE. This above behavior goes against Synchrony Banks Code of Conduct, which states : Each employee, officer and director should protect the Companys reputation by dealing fairly and honestly with Synchrony Financials clients, customers, service providers, regulators, employees and the public. No one should take unfair advantage of another through manipulation, concealment, abuse of privileged information, misrepresentation of material facts or any other unfair practice. We are committed to customer transparency and fairness. Our Policy : Promote fair customer treatment and prevent unfair, deceptive or abusive practices and illegal discrimination Moreover, the misrepresentation and concealment of material facts from the call to the written agreement goes against : Under the Dodd-Frank Wall Street Reform and Consumer Protection Act ( Dodd-Frank Act ), it is unlawful for any provider of consumer financial products or services or a service provider to engage in any unfair, deceptive, or abusive act or practice. I am formally requesting the removal of all negative history from my credit history due to : 1.COVID19 Cares Act program with a written contract. ( See enclosed ) 2.COVID19 Cares Act program written contract overrules the old agreement. 3.Synchrony Banks representative concealed and misrepresented material facts on our call. Synchrony Banks unfair, deceptive, and abusive practice have caused me extreme financial hardship for over two years and with this letter I am requesting for all the negative history to be removed from my credit bureaus ( XXXX, XXXX, XXXX ) as soon as possible. Thank you in advance and I hope to hear from you as soon as possible. This is an urgent matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33186
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I had major Fraud, starting in XX/XX/XXXX. Somehow they got a hold of my XXXX ACCOUNT. Now when I look at my credit report I noticed all these inquiries that I did not apply for. XXXX. SYNCB/AMAZON on XX/XX/XXXX XXXX.PAYPAL on XXXX XXXX . XXXX on XX/XX/XXXX XXXX.SYNCB on XX/XX/XXXX XXXXSYNCB/LOWES on XX/XX/XXXX XXXX.SYNCB/AMAZON on XXXX, XXXX XXXX on XX/XX/XXXX XXXX on XX/XX/XXXX I also never had an address in XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02150
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-11
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: I applied for an easy set pay 4 EQUAL payments. I didnt use all my limit just XXXX. States my first payment has to be XXXX. I tried to get this fixed they state I have to make 1 payment then it will split equally into my next 3 months. Thats false advertising I reached out 4 times and havent been able to get this fixed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80631
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A