Synchrony fraud department experience

[Anonymous]

I must say, I was expecting things to be much more difficult. 

I got my Marvel card and have exclusively been using it for App Store purchases which ended up getting it flagged this evening. I got a call from an 800 number I didn't recognize so I let it go to voicemail and then I called them when I saw it was Synchrony. I actually wasn't aware that the transaction didn't go through because my items popped in the game but while I was on the phone with them my Apple Card notified me it got hit with charge instead. 

Anyway, I called and the automated system asked me for my phone number (I tapped the number from Google Voice which ended up calling from that number so it couldn't match it), I put the number in, asked me for my zip code, placed me on hold for around 3-5 minutes and a friendly rep answered, sent me a text message with a code and we went over the transactions and got it back up and running. We actually spent more time chatting than we did dealing with the fraud algorithm. 

I was dreading having to deal with this but it actually wasn't bad at all. It probably helped that there was no language barrier and the rep was very friendly but basically as long as you can get their text message, it's over with quickly. 

I just wanted to share my experience with them. I actually am a bit surprised that it went so well because apparently their system didn't have my cell number marked as a cell number but as a home number for some reason and it's also on Xfinity Mobile which has caused me problems with verification with Capital One in the past but it was as painless as could be other than if the algorithm hadn't been tripped at all. 

[Anonymous]

Glad it was easy to handle and move past. It’s also nice when the experience with the CSR is pleasant. I called Citi the other day and ended up talking credit with the CAR for a good 20 minutes. She is rebuilding and we discussed SP approvals on Amex additional cards, and a bunch of other things. I ended up getting a promise from her that she would come check out the forum and hopefully get the guidance to finish her rebuild. All in all it was a very good experience.

[BallBounces]

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@Anonymous wrote:

I must say, I was expecting things to be much more difficult. 

I got my Marvel card and have exclusively been using it for App Store purchases which ended up getting it flagged this evening. I got a call from an 800 number I didn't recognize so I let it go to voicemail and then I called them when I saw it was Synchrony. I actually wasn't aware that the transaction didn't go through because my items popped in the game but while I was on the phone with them my Apple Card notified me it got hit with charge instead. 

Anyway, I called and the automated system asked me for my phone number (I tapped the number from Google Voice which ended up calling from that number so it couldn't match it), I put the number in, asked me for my zip code, placed me on hold for around 3-5 minutes and a friendly rep answered, sent me a text message with a code and we went over the transactions and got it back up and running. We actually spent more time chatting than we did dealing with the fraud algorithm. 

I was dreading having to deal with this but it actually wasn't bad at all. It probably helped that there was no language barrier and the rep was very friendly but basically as long as you can get their text message, it's over with quickly. 

I just wanted to share my experience with them. I actually am a bit surprised that it went so well because apparently their system didn't have my cell number marked as a cell number but as a home number for some reason and it's also on Xfinity Mobile which has caused me problems with verification with Capital One in the past but it was as painless as could be other than if the algorithm hadn't been tripped at all. 

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Just now reading this.  In reference to my post in your other thread, this exact thing happened on my first Marvel transaction (Netflix or something similar).  Had to call, and get the phone number type changed from home to mobile.  Since then, over half my transctions (4 of 6 I think) have resulted in the fraud text.  I don't mind, I suppose, but it seems weird that it is a high number and still happens.

[DaveInAZ]

Maybe I’m over cautious but when I get a new card I always do a swipe at a local store before using online so they it’s really me that got the card.

[Anonymous]

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@DaveInAZ wrote:
Maybe I’m over cautious but when I get a new card I always do a swipe at a local store before using online so they it’s really me that got the card.

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Swipe? Don't the merchants use chip authentification in your area now?

[BallBounces]

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@DaveInAZ wrote:
Maybe I’m over cautious but when I get a new card I always do a swipe at a local store before using online so they it’s really me that got the card.

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If you have received the physical card and activated it over the phone, how does a physical "swipe" prove it is you more than an on line transaction?

[Anonymous]

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@Anonymous wrote:
Glad it was easy to handle and move past. It’s also nice when the experience with the CSR is pleasant. I called Citi the other day and ended up talking credit with the CAR for a good 20 minutes. She is rebuilding and we discussed SP approvals on Amex additional cards, and a bunch of other things. I ended up getting a promise from her that she would come check out the forum and hopefully get the guidance to finish her rebuild. All in all it was a very good experience.

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Excellent customer service goes a long way with me, probably because I was a CSR myself. It definitely made the whole thing much easier having a friendly person to chat with. 

[Anonymous]

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@BallBounces wrote:

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@Anonymous wrote:

I must say, I was expecting things to be much more difficult. 

I got my Marvel card and have exclusively been using it for App Store purchases which ended up getting it flagged this evening. I got a call from an 800 number I didn't recognize so I let it go to voicemail and then I called them when I saw it was Synchrony. I actually wasn't aware that the transaction didn't go through because my items popped in the game but while I was on the phone with them my Apple Card notified me it got hit with charge instead. 

Anyway, I called and the automated system asked me for my phone number (I tapped the number from Google Voice which ended up calling from that number so it couldn't match it), I put the number in, asked me for my zip code, placed me on hold for around 3-5 minutes and a friendly rep answered, sent me a text message with a code and we went over the transactions and got it back up and running. We actually spent more time chatting than we did dealing with the fraud algorithm. 

I was dreading having to deal with this but it actually wasn't bad at all. It probably helped that there was no language barrier and the rep was very friendly but basically as long as you can get their text message, it's over with quickly. 

I just wanted to share my experience with them. I actually am a bit surprised that it went so well because apparently their system didn't have my cell number marked as a cell number but as a home number for some reason and it's also on Xfinity Mobile which has caused me problems with verification with Capital One in the past but it was as painless as could be other than if the algorithm hadn't been tripped at all. 

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Just now reading this.  In reference to my post in your other thread, this exact thing happened on my first Marvel transaction (Netflix or something similar).  Had to call, and get the phone number type changed from home to mobile.  Since then, over half my transctions (4 of 6 I think) have resulted in the fraud text.  I don't mind, I suppose, but it seems weird that it is a high number and still happens.

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I would love it if I would actually receive texts but they seem unable to send them to my Xfinity Mobile phone other than the verification text when I have to call them. 

[Anonymous]

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@DaveInAZ wrote:
Maybe I’m over cautious but when I get a new card I always do a swipe at a local store before using online so they it’s really me that got the card.

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We have had snow storms over here so I couldn't very well send my personal care to the store with the card but this one won't get much use anyway. I needed $250 to break $100K TCL so I went for a card I knew I would get. I have the SavorOne which is superior in every way except the Marvel covers digital entertainment so I'm going to test and see if there is a niche for it with gaming.

There is a $25 statement credit for getting the card though so I'm trying to rack up $25 worth of charges on it. I spend $1 a day on a game I play and I went and looked at the card account when it got unfrozen and I see why it tripped the algorithm -- it's the way Apple bills these charges. There's a pre-auth and then the real charge and some days they double up when they post them because they're processed in batches. It certainly looks odd and it surprises me that none of my other cards have ever spazzed about it. 

[Anonymous]

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@BallBounces wrote:

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@DaveInAZ wrote:
Maybe I’m over cautious but when I get a new card I always do a swipe at a local store before using online so they it’s really me that got the card.

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If you have received the physical card and activated it over the phone, how does a physical "swipe" prove it is you more than an on line transaction?

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There is a physical zip code attached to the transaction. 

The CSR actually did point out that the first week you have the card, it's being trained on your spending habits.