Credit card or prepaid card: Other features, terms, or problems

A CareCredit account was fraudulently opened on XX/XX/XXXX. Someone stole my wife 's identity ( name, address, social security number and birthdate ) and used that information and my wife 's good credit history to open the account on the CareCredit website. On XX/XX/XXXX, a second user was added to the account and the mailing address on the account was changed. My wife was never contacted for either of these transactions. In XXXX, XXXX the second account user was able to charge more than {$10000.00} of XXXX XXXX services to that account. Again my wife was not contacted. Monthly statements were sent by Synchrony Financial throughout all of XXXX to a person with my wife 's same name but to the address which was fraudulently added after the account was approved. My wife was never contacted for payment at the address originally used to open the account. Synchrony was never paid and they wrote off the account in XXXX, XXXX and sold it to a collection agency. Again they never contacted my wife. In XXXX the third party collection agency sent a collection letter to our home address ( the address originally used to open the account ). We immediately opened a fraud investigation at both the collection agency and Synchrony. Synchrony informed my wife by letter on XX/XX/XXXX that the investigation is closed and she is absolved. On XX/XX/XXXX my wife sent a letter requesting a copy of the original account application plus documentation of all subsequent account changes. We have the post office 's return receipt dated XX/XX/XXXX showing Synchrony received this request. We have called Synchrony 's customer service, fraud and investigation department dozens of times and been assured we would receive the requested information within 60 days. That time is now past. Yesterday when we called again to see why we have had no feed back, we were informed by the Synchrony Investigations department that this information sometimes can not be provided " for security reasons ''. I also made a request for feedback on the CareCredit website on XXXX XXXX and have gotten no response from Synchrony. I was previously informed by the Synchrony Fraud team that Synchrony would not prosecute the perpetrator of this fraud, despite that fact that they have her name and address. They will seek to recover their loss under their fraud insurance coverage. Synchrony 's actions in allowing this credit to be approved, amended for a second user and then go uncollected without ever contacting the person whose identity was used has resulted in a deterioration in my wife 's credit history with all three bureaus. In addition, their refusal to provide the requested documentation is preventing us from bringing the perpetrator to justice.