Consumer complaint received 2021-07-22
Company: SYNCHRONY FINANCIAL
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Unexpected increase in interest rate

Complaint:
On XX/XX/XXXX, I called Care Credit to make my {$53.00} payment for my dental bill. I found out my balance had gone up and wondered why so I called and found out that the account had a promotion which expired XX/XX/XXXX. I spent an hour trying to get through to a person and then when that customer service person XXXX could not help me, he transferred my call to " someone '' who could review my account. After an hour 45 minutes no one ever answered. I started the call at XXXX XXXX and hung up at XXXX XXXX.then I attempted another call XX/XX/XXXX, but did not have time to hold. No one ever answers the XXXX # in an appropriate length of time. 

That is my 1st complaint. My 2nd complaint is when I asked for some help since I can`t afford to pay {$600.00} ( or I wouldn't have a credit card ) no alternative was provided. Customers are not listened to. I have not used this card at all this year in an effort to try to pay it down, I even had to decline needed dental treatment trying to take care of this balance. I shouldn't have to think that way, but this is how this company treats its customers, they are unprofessional and unfair in the way they treat consumers. My most glaring complaint is that it should be noted there was a consent decree for this very same practice where consumers were ordered by the CFPB to be refunded for deceptive credit practices by Care Credit. My XX/XX/XXXX bill I was charged {$270.00} for a bill that had a balance of {$650.00} in XX/XX/XXXX. That is a 44 % interest rate. The balance is now {$1200.00}. The breakdown for this balance is totally not decipherable. 

It shows purchase amount of {$310.00} with a 26.99 % interest rate. And on the next line it shows Deferred interest expired for the amount of {$930.00} this includes the amount of {$270.00} interest that was charged on XX/XX/XXXX. 

I reviewed many of my previous bills and they all state it is a fixed interest rate until paid in full. Refer to bill dated XX/XX/XXXX. I had an available credit of {$2400.00} a payment amount due of {$53.00} a month which I have paid on time each month and a interest ratre of 9.99 %. - I am not sure why they changed my terms but I just want my monthly payment and no promo with my 9.99 % interest. 

I have no hope that Care Credit will resolve this, after my third phone call today, to XXXX, he could or would not help and transferred me to XXXX, who said I had to place my dispute in writing - she would not take it over the phone. I am very upset at the length of time I have had to spend to do their job. If I worked this way, I would not have a job. 
The consent decree states that complaints must be accepted either by phone or in writing and resolved within 30 days. Since they are requiring my dispute in writing, this company is in violation and I want a resolution to that as well as to my complaint. If they are in violation of the consent order, there are funds that can be refunded to affected consumers. I am very much affected. 

Please send a response to what can be done to help me resolve this. I don't mind continuing with the credit card as long as they leave it at an interest rate with no promo deferred interest and reverse the {$270.00} charge and any negative reporting to the credit bureau is amended and a copy of the amended order to the credit bureau is sent to me and kept on my file. 
XXXX XXXX

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