Consumer complaint received 2022-08-30
Company: SYNCHRONY FINANCIAL
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit 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:
Please note that the following are the events that occurred regarding the dispute on the charge of {$580.00} on XX/XX/XXXX. 
XX/XX/XXXX at XXXX - Initial appointment with XXXX XXXX at XXXX XXXX XXXX I had an exam for contacts and glasses. I purchased glasses and was provided a trial pair of contacts that was the incorrect prescription. I was informed that I would be contacted within a few days when the correct trial prescription came in. I am a new patient to XXXX XXXX and he made a significant change to the prescription that Ive had for over 10 years. 
XX/XX/XXXX - I wore glasses for a full day while doing computer work from home. I noticed glare and experienced migraines. 
XX/XX/XXXX at XXXX - I contacted XXXX XXXX by phone. I complained of issues with glare on the glasses as I paid for anti-glare coating and XXXX. I was informed that the anti-glare protection was placed on the glasses. The XXXX was not acknowledged. 
XX/XX/XXXX at XXXX - I received a missed call and voicemail from XXXX XXXX that the correct trial contact lens prescription arrived for pickup. 
XXXX at XXXX - I picked up sample contact lenses. I brought the new glasses with me and informed staff of the issue with the glare to which no solution was offered. They confirmed that the anti-glare coating was placed on the glasses. 
XXXX at XXXX - I contacted XXXX XXXX by phone to complain about the contacts prescription. I scheduled an appointment with XXXX XXXX for XX/XX/XXXX at XXXX XX/XX/XXXX at XXXX - I received a phone call from XXXX XXXX reminding me of my appointment with XXXX XXXX at XXXX. 
XXXX - I visited XXXX XXXX to re-evaluate contacts and glasses prescription with XXXX XXXX. I informed him that I struggled with seeing small numbers on the back of a credit card and road signs while driving while doing a trial of the contact lenses he prescribed. I also informed him of XXXX when wearing the contacts, and that I had only worn the glasses once due to XXXX XXXX XXXX initially said he would address the glasses prescription first and then changed his mind to change the contacts prescription, stating that it could be costly for him " to go through multiple glasses lenses. '' I was agreeable. I asked if the issue could be the drastic change to my prescription and initially he said no but then later agreed that his change by increasing the strength of the astigmatism could be creating the problem with my vision and XXXX. He indicated that he was having a difficult time determining my prescription and wanted me to try three different prescriptions of trial contact lenses. He indicated that he would address the prescription on the glasses at a later date. 
XX/XX/XXXX at XXXX and XXXX - I received two separate missed calls and voicemails informing me that the three trial pairs of contact lenses had arrived. 
XXXX - I picked up three pairs of different prescription trial lenses. 
XX/XX/XXXX at XXXX - I visited XXXX XXXX to return glasses. I was greeted by a young woman who indicated that I would have to wait for the manager to arrive to the store before a return could be processed. I waited for the manager to arrive to the store before the return could be processed. Upon his arrival I was informed that I could not return the glasses because they had a no return policy and I had never complained about the glasses. I informed him that I complained multiple times including directly to him and that XXXX XXXX was aware that there was an issue with the prescription. I informed him that he was seeking to address the contacts prescription before addressing the glasses because it was " cheaper '' for him. I indicated that I had tried 4 pairs of different prescription contacts as he made a drastic change to my initial prescription that led to migraines and difficulty seeing. He reported that there was no documentation of my complaints. He also indicated that if he was to refund me for the glasses he would have to subtract the cost of materials such as the lenses and frames. Additionally, he stated that he was unable to process a refund and that Care Credit was responsible for processing the refund. The manager raised his voice and yelled at me several times through my attempt to argue and negotiate a refund. After arguing, he was agreeable to speaking to XXXX XXXX on XXXX as XXXX XXXX was not working that day. I agreed to contact Care Credit. I left the glasses with them and indicated that I can't use them as they are the incorrect prescription. 
XXXX - I called Care Credit at XXXX and filed my first dispute. 
XXXX - I received a message through the Care Credit Message Center with 2 pdf attachments that were unable to be opened on any device. I contacted customer service for more information and was informed that they were unable to open the pdfs as well and that a letter would likely come in the mail. 
XXXX - I received a letter that my dispute was denied. I contacted Care Credit Customer Service by Phone to file and appeal and was informed that no documentation was provided. I sent complete documentation along with my attestation in via the Message Center as seen on the attached letter. 
XX/XX/XXXX - I received a message and pdf from Care Credit through the Message Center declining my appeal stating that they believe it was a service quality issue. 
XX/XX/XXXX - I filed a Declination to Pay based on page 9 of the Care Credit Cardholder Agreement. I receieved a message acknowledging the dispute and was informed that there would be an investigation that would take up to 60 days, however upon attempting to follow up, I was not provided information on the status. 

I have been making my payments toward a different charge however I declined to have payments applied toward the disputed charge until this is resolved. I have made concerted attempts to resolve this issue with the merchant and with the credit card company. Unfortunately I still was unable to get resolution for inadequate service and to not have the product that I am being charged for.

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