Consumer complaint received 2017-07-11
Company: SYNCHRONY FINANCIAL
State: TX
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:
XX/XX/XXXX I used my Care Credit card at XXXX XXXX XXXX XXXX for an emergency visit after my dog was XXXX XXXX XXXX XXXX. Immediately XXXX XXXX XXXX had my mother fill out a Patient check-in form as I was unloading my dog from the car. They came out with a stretcher and wheeled my dog off to the back. Within 15 minutes, someone phoned the secretary at the front, she began speaking to us fast and frantic telling me that they needed me to sign another form to pay {$750.00} to begin services as my dog was in a XXXX XXXX. I attempted to ask what was wrong, what was going on, what procedure is needed and the secretary just kept saying ma'am we need you to sign this form now if you want us to proceed, your dog is in XXXX XXXX and we need this form now to do anything else. Due to the distress at that moment and feeling as though there was no other option and my dog was already in the back for treatment, I signed the form and handed over my Care Credit.
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An hour passed and finally a doctor came to speak with us. Her main points were : my dog was in a XXXX XXXX XXXX  predicament, she had seen good cases and bad cases and this case was the worst possible, that my dog had suffered XXXX XXXX and XXXX XXXX XXXX. She then left the room and said they would continue working on my dog.
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I left for about an hour to take my XXXX yr old to get food and left my mother there. While I was away, reps had approached my mother with a print out of what procedures/tasks needed to be done on my dog and presented her with an estimate of $ XXXX-XXXX. They also explained they would do all they could, but could still not guarantee my dog would XXXX because her condition and XXXX/XXXX XXXX was so severe. My mother told them that as soon as I came back she would go home and get her credit card. Once I arrived and found out what was going on, I told the reps and the doctor, NO. There was no way we were spending thousands to save a dog that was 10 years old and especially since they could not guarantee the work.
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I asked what other options there were and I was presented with putting my dog to XXXX. I asked to see my dog XXXX XXXX XXXX XXXX XXXX XXXX. The said they needed to prepare her and about 15 minutes later we were escorted to the back. My dog was laying on a stretcher wrapped up in a blanket and breathing very hard. We said XXXX and rubbed her and walked back to the room. We were then presented with yet another estimate of what it would cost to put my dog to XXXX. My mother then became uncomfortable at how many estimates we kept being presented with. Then my mother said forget it, we do n't trust the doctor or the workers, give us our dog and we will take her home. Then the doctor came in and said she could n't allow us to do that because our dog was in such a severe condition. She said that the dog would not last at our house. She said our dog would have XXXX and not be able to control her XXXX or XXXX. There was more conversations back and forth. At this point, it did n't make sense. The were forcing us to either pay the {$5000.00} to attempt to save our dog or pay to put her to XXXX, but denying us to take her home.
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We then started walking out the building and they followed us out saying we ca n't abandon our dog and they would call the cops. We left. They called the cops and a cop called us to ask us to come back for our dog, even after we explained they would n't allow us to take our dog in the first place. We came back for our dog who was wheeled out sitting up looking happy and cheerful to be coming home.
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That night our dog slept just fine, without any XXXX. She was not able to XXXX XXXX XXXX XXXX  from what appeared to be an injury, so I carried her in and out the house to use the restroom through the night.
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The next morning, I took her to her regular vet, XXXX XXXX XXXX. He examined her and verbally told us our dog did not have XXXX XXXX or XXXX XXXX  and that any prudent person could see that. He said that XXXX XXXX and XXXX XXXX has some very serious side effects and she was not showing any of those. He determined that the only issue was a XXXX of the XXXX XXXX. He kept our dog over night to place her XXXX XXXX XXXX XXXX. We picked her up the next day. Her XXXX was wrapped to assist with the healing. It remained wrapped for 2 weeks and after that time was taken off and she has been XXXX and XXXX ever since.
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XXXX XXXX XXXX XXXX fraudulently took {$750.00} from me and I would like my money back. My dog had a XXXX injury and instead of fixing that, they thought they could wheel her to a secluded area and drain me of thousands by pretending she had XXXX and XXXX XXXX. There are various websites I have researched and my dog did not show any signs of XXXX or XXXX XXXX. She was never treated for it and she is still XXXX to this day. I ended up having to pay XXXX XXXX another $ 700+ to actually fix the issue and I should not have to pay a fraudulent company for pretending.
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Care Credit denied my dispute. I tried contacting XXXX XXXX XXXX several times in XXXX and XXXX. I spoke with XXXX XXXX, the Hospital Administrator, in XXXX XXXX. She listened and told me she would follow up with those involved and to allow her a few weeks to get back to me. She assured she would follow up after the new year. I have left approximately 3 voice messages for her in XXXX and she refuses to call me back. I will pursue this with consumer finance and I will also report this vet to the board as they should n't be allowed to steal anymore money from anyone. I work too hard to throw money away! <P/>
I have attached paperwork obtained from XXXX XXXX XXXX XXXX and XXXX XXXX XXXX to validate the aforementioned events and procedures.

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