Consumer complaint received 2022-01-12
Company: SYNCHRONY FINANCIAL
State: MT
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: Card was charged for something you did not purchase with the card

Complaint:
This is a complaint against Care Credit/Synchrony Bank to accompany the complaint I filed against XXXX XXXX on XX/XX/XXXX. These entities are clearly working together to fraudulently steal {$1400.00} from me as they've surreptitiously been putting a " security charge '' on my Care Credit card that I had no knowledge of, did not sign up for, or request for the last 17 months. I've spoken with both businesses at length and each is pointing the finger at the other. 

I took out a loan with Care Credit/Synchrony Bank in XX/XX/XXXX for a medical procedure - details as follows : *Care Credit/Synchrony Bank XXXXIssued/First Statement XX/XX/XXXX *Line of Credit Amount for Promotional Period ( 0 % int./18 months ) - {$9500.00} *Amount Used- {$8300.00} *End of Promotional Period - XX/XX/XXXX XXXXAmount Paid to Date : {$5800.00} *Balance Owed to stay within the promotional guidelines : {$2500.00} ( which I will pay in full XX/XX/XXXX - the due date - ahead of the XX/XX/XXXX deadline ). 
*Fraudulent Activity conducted by : " Card Security '' aka " XXXX XXXX '' and possibly Care Credit/Synchrony Bank XXXX 
*Amount in dispute {$1400.00}. 

I only initiated one charge of {$8500.00} on the Care Credit/Synchrony Bank loan - I had no reason to believe anyone else was charging my account for any reason. If this was done, it was done without my permission or knowledge.

I am set up on automatic withdrawal with Care Credit/Synchrony Bank , I do not see my statements ; my payments are deducted from my bank each month. 

I have overpaid on my balance every month for 17 months- on time - and am going to pay off the remaining balance due - {$2500.00} on XX/XX/XXXX. This keeps me within the terms of the promotional period of 18 months at 0 % interest. 

The name " XXXX XXXX '' does not appear anywhere on any documentation or billing statements. I have never heard of this company until XX/XX/XXXX. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Here 's the issue : In preparation of paying off my account this month, I went the the Care Credit/Synchrony Bank website to confirm my final balance of {$2500.00}, however, my statement indicates that my payoff amount is {$4000.00}. 

This is {$1400.00} more than I owe. 

-- -- -- -- -- -- -- -- -- -- -- -- Synchrony Bank -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I called Synchrony Bank at XXXX and spoke to XXXX and asked her to explain the difference in the payoff amount. I was advised that " card security '' was charging my account in the event I would not be able to make my payment. I was never, at any time, advised of this third party company or the fact that I was being charged an additional amount on top of my loan. 

I have all of the hard copy paperwork that was sent to me by Care Credit/Synchrony Bank XXXX XX/XX/XXXX- there is no indication that I would be charged by a third party or for any services related to " card security ''. I had no reason to believe I was also being charged by an unknown third party at any time during the last 17 months. 

XXXX ( with Care Credit/Synchrony Bank ) explained that I would need to contact " card security '' and explain that I neither asked for or needed " card security '' on my account and that it wouldn't be an issue and that they would remove the charges for me. 

It was clear that she was familiar with this situation enough that she had the phone number for " card security '' immediately ready to give me. Because she only referred to them as " card security '' and I had no reason to believe I was being charged by a third party, I thought I was being transferred to another department within Care Credit/Synchrony Bank . 

-- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Once transferred, I realized it was an entirely different company altogether when my call was taken by XXXX. XXXX refused to give me an employee number and was unwilling to give me the physical address of their business. She would only give me a po box when I asked for an address. 

I asked XXXX the name of the company she worked for and she wouldn't give it to me right away. I asked her where she goes to work each day, she hesitated and finally told me " XXXX XXXX ''. I asked for the address and she said she couldn't give that to me - and gave me a po box . 

I looked online and found the physical address for " XXXX XXXX '' at XXXX XXXX XXXX # XXXX, XXXX, GA XXXX. XXXX would only give me this : XXXX XXXX XXXX, XXXX GA XXXX. Phone number : XXXX XXXX advised she would cancel " card security '' effective today and I said that was unacceptable - the charges should be reversed retroactively to the onset of the account. 

XXXX advised she could not do that so I asked for a supervisor and was advised that none were available and that she would have someone call me back. As of this complaint, I have not received a call from anyone at " XXXX XXXX '' in an attempt to resolve this matter. 

-- -- -- -- -- -- -- -- -- -- -- Synchrony Bank -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I called Synchrony Bank back and spoke to XXXX this time- who refused to give me her employee number. I asked for an explanation as to why this other company had anything to do with my account and she could not answer my question. I asked for her supervisor and was transferred to XXXX. 

Again - I asked XXXX to explain why " card security '' charges were added to my balance without telling me. I again reiterated that I didn't know about " card security '' - was at no time advised that I was being charged by a third party, and certainly never signed up for this " service ''. He could not help me, so I asked for his supervisor. 

After a long hold, XXXX came on the line and after a lengthy conversation, he told me they had nothing to do with " XXXX XXXX '', that I needed to phone my doctor 's office because they would have been the ones to initiate " card security ''. 

I told XXXX that per the " Your Billing Rights Summary '' provided to me by Care Credit/ Synchrony Bank that I would be submitting this over charge error in the amount of {$1400.00} in writing. This letter was mailed to Synchrony Bank, XXXX XXXX XXXX, XXXX FL XXXX on XX/XX/XXXX - well ahead of my next automatic withdrawal on XX/XX/XXXX. Whey he could not address this over the phone, is not clear other than they are intentionally trying to delay the process. 

-- -- -- -- -- -- -- -- -- -- Center for Cosmetic Surgery -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I phoned my doctor 's office and spoke with the person who helped initiate my financing through Care Credit/Synchrony Bank prior to my surgery and was advised that they would not have requested or initiated any extra type of service fees or " card security '' relevant to my financing. They have never heard of " XXXX XXXX ''. 

-- -- -- -- -- -- -- -- -- -Summary -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- If Care Credit/Synchrony Bank didn't initiate the additional charges, and my doctor 's office didn't initiate the additional charges, who is " XXXX XXXX '', how did they get ahold of my loan information from Synchrony Bank, who gave them permission to charge me- and why? 

There's simply no reason that I should be overcharged on this loan. I have done my due diligence by paying more than the minimum amount due each month, on time, and - again - fully intend to pay off the balance I owe for the surgery ( {$2500.00} by the due date of XX/XX/XXXX. ) What I should not be held responsible for - in any way- is the {$1400.00} being billed to my Care Credit/Synchrony Bank loan by " XXXX XXXX '' without my knowledge or consent. 

How did " XXXX XXXX '' get my account information? Why are they billing me- why do they have anything to do with this loan at all? How do they have my social security number? Who is responsible for this scheme? 

The fact that I'm being arbitrarily and unwittingly charged an additional 17 % on top of this loan by " XXXX XXXX '' without my knowledge is absolutely fraudulent. 

Thank you for taking the time to review my claim. I am happy to provide any/all documentation you might need to complete your investigation.

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 monetary relief