Consumer complaint received 2024-01-01
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit 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:
The companies included in this is Synchrony Care credit and XXXX animal emergency. 
On XX/XX/XXXX I brought my cat XXXX to XXXX animal emergency clinic because he wasn't eating or drinking, When we got to this clinic he was taken into a room and looked at, they said he needed to be in overnight for evaluation but I wanted to take him back and just bring him to a normal clinic in the morning but they were being pushy on not letting us just bring him home. We didn't have the money which they wanted for him to stay overnight which was XXXX and they told us about care credit so I applied because of the emotion I was feeling and being pushed about it. When I applied to care credit It had a page in the contract stating that if the pet or the one being treated died within a certain time payment would be voided and not taken because of the death. I signed for the care credit and used it for rockets treatment. When paying for everything in the clinic I signed documents approving the transaction and other things but never received copies of what I signed, I was being rushed to sign these documents and wasn't given a chance to even read them, I was being pushed to sign other things while signing the payments I never got to read or a copy of as well. I left soon after because rocket was signed to stay overnight for treatment. My boyfriend who was the co owner of rocket called them about XXXX hours later and was told that they got rockets blood work back and that everything was fine so we went to bed thinking rocket was ok. The next morning We gave them a phone call at XXXX XXXX and were told that rocket was eating drinking and urinating normally again and he was being active so we had high hopes to get our kitty back. We were expecting to get a phone call later that day because we were meant to pick him up later that day at XXXX, but never received a call. We started calling them at XXXX that afternoon and were told we would get a phone call in XXXX minutes from the vet who was in charge of his care, we never got that call so I called them back and they said wait another XXXX minutes, never got that call so called them back and they told us to wait another XXXX minutes, about half way through we decided to just go get him because they never called us the whole time he was there it was us calling them then they were refusing to call us about an update on rockets health. I gave them another call and said we were on our way to get him and were told ok they would give us a call still. We lived about XXXX minutes away from that clinic and took us an hour to get there because of traffic and never received a call. we walked in and demanded to get him and he wasn't ready despite us telling then to get him ready. Took about XXXX minutes for us to see him and when we did they wouldn't let us take him out of his crate. they went over bare basic things like what they gave him what they fed him. They fed him wet food and we specifically told them he doesn't like wet food much less the flavor they were giving him they shrugged it off. We got only XXXX document back when we left, which were a receipt of what we paid and what was credited back, the medicine and I paper explaining his discharge. Nothing else despite us asking for vet recommendations and how to give him the medication. I have a recording of the night we picked him up conversation but the file is to big. We brought him home and got him out the XXXX crate but he couldn't walk, he was able to walk a bit before we brought him. he wasn't eating or drinking. we were trusting the process and gave him his meds and went to bed after cuddling with him. the next morning I woke up he had a XXXX, so we rushed him to a local clinic where we were told he had XXXX XXXX and passed away. we were never told at XXXX animal emergency he had kitty XXXX which is impossible to cure at his stage. We never got any document from XXXX XXXX emergency until it was to late. I got a call 2 days later and was able to get his records. Which I sent in the files, It shown his bloodwork was terrible, and stated that the clients/ us were expressing financial issues which leads me to believe they neglected him because we couldn't pay and they refused on payment plan options. We believe they malpractice against rocket which resulted in his death early. I have sent all this information and documents to care credit multiple times but they deny my dispute and are treating it like a payment dispute. as I mentioned earlier when I signed to care credit we had sometime saying if the one the payment was used for dies in a amount of time payment would be voided, they said they never had that despite me signing it. unfortunately I didn't receive a copy of what I signed from care credit neither which I should have received. I believe that XXXX animal emergency killed rocket because of malpractice and that Synchrony care credit is being not only insensitive but going against what I signed and denying my disputes. 

I have reviewed the synchrony care credit but they won't show my full number and I never received my card so I only have the last XXXX digits

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