Consumer complaint received 2023-06-14
Company: SYNCHRONY FINANCIAL
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I paid for a service in full on my care credit card for a service that was not fully rendered to me by the merchant that I paid in full. I initiated a dispute with the credit card company on multiple occassions and I was told multiple times upon follow up that my dispute was entered in wrong with the disputes department. The disputes dept entered my dispute in as a service quality issue, dispite the fact I always disputed this transaction under services not rendered, which was the case. Each time I called the disputes dept, they confirmed they re-initiated the dispute under the correct category that time. This never happened, and each time the dispute was entered in wrong under a quality of service issue and was closed out in the merchants favor despite all the evidence I supplied. 
Each time I re-opened the dispute I explained that I am disputing under services not rendered, not under the category their disputes dept was assigning in error. I was re-assured on multiple occassions that this error would be fixed and a new dispute filed. My dispute was entered in wrong each time, and never fixed and never resolved to this date. Care Credit closed out my dispute each time, and at times failed to respond within the timeframe given to me. They also failed at times to temporarily refund my account for the disputed balance while the account was being re-disputed, which made me feel as though the account was not really being placed into dispute status with the merchant. I feel my dispute has been terribly mis-handled with no care, and absoltuely no regard for the facts and all the evidence I supplied to the disputes dept during this entire process. I still have not been refunded for the purcahse I made, to which I didn't receive services for. This is not right, how can I pay for a service, not recieve a service and not be able to get my money back? This is wrong, especially considering the evidence I supplied back to the disputes dept. I sent a letter by certified mail and gave more information, but I feel that was also overlooked. 
I supplied the disputes dept with all the evidence they needed for their investigation, even evidencing how the merchant had at times fraudulently falsified their documents in their response and account ledgers, yet I was never given the money back for my dispute. I feel like it does not matter what evidence I gave to care credit, they only kept closing out the dispute not in my favor. I am very disappointed and would like to file a formal complaint against this credit card company. I want to be refunded the money I am owed from this merchant, who failed to complete the work I paid up front for. 

Dates ( does not include all dates ) : XX/XX/XXXX - I initiated a dispute. 
XX/XX/XXXX - the merchant responds to credit card company. 
XX/XX/XXXX - I received a letter from disputes dept stating they closed the dispute quoting they can not judge based on a quality of service dispute. 
XX/XX/XXXX - I initiated a dispute under services not rendered. 
XX/XX/XXXX - I sent a fax with additional evidence to disputes dept, re-opening dispute. 
XX/XX/XXXX - I received a letter from disputes stating dispute was closed not in my favor as no billing erro was found. 
XX/XX/XXXX - the merchant submits their response to disputes dept. 
XX/XX/XXXX - I received a letter from disputes dept stating they closed the dispute as this was due to quality of services. 
XX/XX/XXXX- received a letter from credit card company, asking to contact them is not satisfied. 
XX/XX/XXXX - I spoke to a XXXX within the disputes dept, XXXX claims she revised the langauge to correctly reflect that the dispute should fall under services that have not been rendered. 
XX/XX/XXXX - I received a letter that the account was being disputed. 
XX/XX/XXXX - I recieved a letter from the credit card company stating the dispute was closed out again under quality of services which they can not be the judge of. 
XX/XX/XXXX - I spoke to another supervisor who said that the dispute I re-opened was again entered in wrong under a quality of service issue, not for services not rendered. He re-opened dispute. 
XX/XX/XXXX - I received a letter that the account was being disputed. 
XX/XX/XXXX - I received a letter from disputes dept stating the dispute was closed not in my favor because they determined there was no billing error. 
XX/XX/XXXX - I called and discovered nothing was done with my dispute in XXXX, again I re-opened the dispute and I received a letter stating the account was being re-disputed. 
XX/XX/XXXX - I received a letter from disputes stating that the dispute was closed because they beleive there's no billing error ( despite all the evidence I submitted to the disputes dept showing the fraud and ledgers that were falsified by the merchant, in addition to the wrong ledger supplied! ). 
XX/XX/XXXX - Care credit notifies me of the merchants reply and supplies copies, it was the exact same reply from the merchant they submitted to the credit card company the year prior on XX/XX/XXXX. 
XX/XX/XXXX - I spoke to customer service, they could not believe how my dispute was being handled and I was told that my issues were being directed tothe corporate dept and that someone would be in touch shortly to help resolve the issues. I never received a call back, or any correspondece from upper management after that call, as promised. 
XX/XX/XXXX - I wrote a message to the credit card dept asking what the status was of my dispute opened on XX/XX/XXXX. 
XX/XX/XXXX - I received a response through the portal, stating that they need additional time to process my dispute. 
XX/XX/XXXX - I wrote back asking for my dispute to be escalated to a supervisor. 
XX/XX/XXXX - I received a reply that it can take up to XXXX billing cycles to get a response. 
XX/XX/XXXX - I received a reply stating that the dispute was closed, as they determined no billing error has occurred on this account. I was also informed no new disputes initated by me would be investigated. 
XX/XX/XXXX - XXXX received a letter from the credit card company stating I needed to contact them if I was not happy with the way my case was handled.

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 explanation