Consumer complaint received 2022-08-26
Company: SYNCHRONY FINANCIAL
State: FL
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:
This is a follow-up billing inquiry per XXXX bill that was in question with Synchrony : My family and I noticed XXXX was acting strange and lethargic on XX/XX/XXXX. We first went to XXXX XXXX XXXX XXXX XXXX XXXX XXXX which referred us to XXXX XXXX XXXXXX/XX/XXXXThey informed us that XXXX. would be out for our best interests, not our money. 

XXXX stayed at XXXX. from Sunday the XXXX to Wednesday the XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. At no point during his stay was he given antibiotics due to XXXX. believing he could become antibiotic resistant, citing gold standard research for this reason. Research that prioritizes administering every test possible to ensure definitive answers. Which is good in theory, but ultimately showed us that theyre just doing this in order to run us dry of money we dont have. 

However, XXXX was given XX/XX/XXXX-otherwise commonly known as XXXX, XXXX, XXXX, etcKnown sedatives that they claim did not suppress his appetite, despite being medications that do the opposite. 

Each night theyd call us and update us on XXXX status. They sent emails with details we discussed over the phone and attached pictures of XXXX with them. We asked questions and trusted that they were providing XXXX with care, even though the pictures theyd send were of a dull, XXXX XXXX. 

On Wednesday morning, they called atXX/XX/XXXXam and told me I could pick him up, saying that he was ready to go. Then, at XXXX am they called suddenly and said that he needed to stay longer and be re-catheterized. This wouldve cost {$1500.00} more on top of the {$4700.00} they were charging us. 

At this point, his health did not look like it was going to get any better in the hands of XXXX. and I was not willing to pay {$1500.00} more than what they were wanting from us. So, I decided to take him to another vet. The process of getting XXXX out of XXXX. was unnecessarily longer than it shouldve been. I was parked in the front of their building for close to 45 minutes before they actually released him to me. 

I then took him toXX/XX/XXXXXXXX at around XXXX pm. They easily identified XXXX XXXX XXXX XXXX  and gave him proper antibiotics to flush them out. XXXX that XXXX. never noted to us during the multiple phone calls we had with them. XXXX stayed at XXXX XXXX  XXXX for less than 24 hours before being released the next day in a much better state. 

A week after he was home on the XXXX of XXXX, XXXX. sent a XXXX  to XXXX XXXX XXXX  XXXX that he had XXXX XXXX. An infection that comes from consistent treatment with catheters. 

The only reason we went to XXXX. in the first place was that XXXX XXXXXX/XX/XXXXXXXX was closed on Sunday. If XXXX had gone toXX/XX/XXXXoriginally, he would have been better in a much shorter time and for only {$440.00}. 

We sent a dispute for the charges on XX/XX/XXXX, but Synchrony did not ultimately side with us. It took until XX/XX/XXXX until we ever got a response from Synchrony regarding our original dispute. I'll heed thatXX/XX/XXXX did refund {$540.00}, but that's only because we took XXXX out earlier than planned.

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