Consumer complaint received 2017-12-13
Company: SYNCHRONY FINANCIAL
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I opened a Care Credit card through Synchrony Bank at my dentist 's office in XXXX of XXXX. My dentist told me the card would provide me 24-months of interest free credit to pay for the procedure I was receiving. I was given absolutely no paperwork, and signed nothing. The initial charges totaled around {$3000.00}. 

I returned to the dentist for a follow-up visit and was given a receipt for the Care Credit account that did not match the original terms, and instead specified a 12-month interest free term. The receipt was also  unsigned, and " Signature on file '' was written where I was supposed to accept the contract. I explained the discrepancy ( that this was supposed to be a 24-month interest free period ), and the dentist 's office manager said they would take care of it. He said he would call Care Credit and have the issue corrected. 

I started to receive bills in the mail, and continuously paid on the card through the term. In XXXX of XXXX, I noticed a large interest charge added to the account. I called Care Credit, and they explained this charge was added because my initial balance was not paid off in 18 months, and I was being charged back interest for the promotional period. I explained that my interest free term was supposed to be 24 months. According to their records, however, I was on an 18 month plan. They said there was nothing I could do at this point to rectify the situation, and I was fully responsible for around {$700.00} in interest charges. I asked them to please produce any paperwork I had signed accepting this 18 month term. They said they would mail it to me, and it could take up to 60 days. I heard nothing from Care Credit during that time. When 60 days passed, I called their Customer Service line again and was told that they were unable to find the information I requested. I asked how that was possible, and they had no explanation. I also asked if it was their standard policy to open these accounts without a signature or acceptance from the account holder, and they said I would have had to sign a sales slip that included the loan terms ( which they could not find ). I asked if there was anything I could do to rectify the situation, and they told me to have my dentist call in and correct the mistake. 

I spoke to my dentist 's office manager, who agreed to call Care Credit and explain the error. Upon calling, however, he was told there was no way to change the account to the 24 month term. I called Customer Service again myself, and again asked what I could do to fix this problem, especially given that they had no paperwork from me in their records and my dentist had acknowledged the mistake. They recommended I go to my dentist and ask for the signed sales slip ( which he was required to keep ) and to fax it to their Promotions department. I returned to the dentist and obtained a new copy of the 12-month " Signature on file '' slip (  mentioned earlier ). I faxed the slip to Care Credit and called them. They said it would take them several weeks to process and review. About a month later I received a letter saying they were declining to correct the issues with my account. 

I kindly request any assistance you can provide in wiping these interest charges from Care Credit account. I fully satisfied my loan balance ( less the interest ) within 24-months, and should not be liable for these additional interest charges. Care Credit 's compounding and retroactive interest charge policy was never explained to me when signing up by my dentist, and I never saw or received any paperwork ( other than a bill ) when the account was opened. I never spoke to any Care Credit representative until I called Customer Service inquiring about the interest charge 18 months into the loan. And I never saw or signed any contract explaining and detailing the Care Credit process when applying for or opening the new account. I have also continued to accrue interest at a nearly 30 % APR rate while trying to resolve this issue. To me, this seems extremely predatory. I have worked with them to attempt to rectify the situation for over 6 months, and provided every piece of paperwork and dentist corroboration they have requested, yet they refuse to budge. The interest charges are now around {$1000.00}.

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