Consumer complaint received 2018-03-12
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
On XX/XX/XXXX I contracted for Medical services with XXXX XXXX XXXX ( XXXX XXXX   XXXX ). During this time set aside a XX/XX/XXXX time of service for major XXXX XXXX XXXX due to intense and debilitating XXXXXXXX XXXX. During the XXXX visit to XXXX XXXX XXXX, I was offered an option to pay using a " promotional '' credit card service from XXXX XXXX ( Care Credit ) during this time the representative for XXXX office acted as representative for XXXX XXXXXXXX as to relevant Financial information provided for credit application and any disclosures. The total cost of services to be provided was {$12000.00} and this would be satisfied via {$1100.00} paid by me directly and of which i have attached evidence in addition to {$11000.00} credit granted by Synchrony - Care Credit as per the representative. 

During the partial orientation, I was not fully disclosed and or a poor explanation of services was provided. Since English is not my primary language and I am not fluent in understanding same I asked for XXXX   explanation. No XXXX information or disclosures were provided, I was not made aware or proper disclosure were not effected, in reference to any " Security Monthly Fees '' as well as I was not provided full disclosure of " Promotional Terms ''. An initial credit of {$11000.00} was provided by Care Credit for my procedure and on XX/XX/XXXX I received XXXX XXXX for XXXX XXXX. 

As of XX/XX/XXXX I immediately began paying $ XXXX  monthly which I did for over 12 months awaiting for XXXX XXXX to notify me via email or document that the promotional period was about to elapse and that a determined final amount balance was due prior to incurring in differed interests. By XX/XX/XXXX I had already paid electronically {$9000.00} of a total of {$11000.00} and was awaiting to receive final bill or any type of notification to process final {$2400.00} payment. This documentation or email should have been disclosed and or provided as of XX/XX/XXXX so I could have remitted final payment. 

Since I am not either fluid in English nor computer literate, I tried to contact Synchrony Care credit but never received any information or disclosures. In XX/XX/XXXX and XX/XX/XXXX I noticed that my bank was continued to be drafted and when I contacted Care Credit In XX/XX/XXXX I was told that my balance was {$5000.00}. I requested to speak with someone in XXXX and XXXX came on the phone and mentioned that even though I had already paid over {$10000.00} out of a total of {$11000.00} balance which should provide a balance left of {$900.00} to satisfy account, that I had a new balance of {$5000.00} which Included " SecuirtyFees '' and " Loan Deferment Fees '' based on an initial loan promotion plan. I mentioned to XXXX that I was not made aware of any Crerdi Card Secruity fees at contract and I had not approved of samewhich total over {$1700.00} nor was I ever either provided or disclosed about promotional program information for final payment as of XX/XX/XXXX -XX/XX/XXXX. After having been paying $ XXXX/month and completed {$9000.00} by XX/XX/XXXX it is evidently clear my intention was to pay in full for credit provided prior to any deferment period expiration, but since Synchrony never informed me of final balance I was duped into believing that a a final bill would be issued for final payment which never came, either in the mail or through email. 

Its unfortunate for me being a XXXX and quasi XXXX individual who's language is not English and has limited understanding of the language to be defrauded in such a manner by Synchrony -Care Credit and its representatives from medical office who acted on their behalf offering their advertised financial services. If the individual representing Synchrony-Care Credit is not an officer or dully authorized representative it is the responsibility of Financial Service Provider ( Care Credit-Synchory ) to provide written documentation and disclosures as to contract and to include the language of debtor. 

Finally, I was not provided financial documents in writing, no disclosures were given, verbally or in writing as to " Credit Card Security fees '' and no final balance documentation or statement was provided to notify of Loan Deferment Program end and or final balance to satisfy account. My actions have always been demonstrated clearly as I have paid in time and with intent of satisfying account prior to 12 on the expiration yet I was never provided proper discourse nor balances documentation that could allow me to satisfy total balance. I requested Synchrony to intervene and correct this situation but they have failed to do so I am interested in paying reaming {$900.00} balance to complete my {$11000.00} total debt for which I have already paid in excess of {$10000.00} and would appreciate CFPB and FTC intervention so this type of situations do not happen to the XXXX and people who do not understand English. I believe Synchrony-Care Credit, as a Financial Institution, has fiduciary responsibility to have notified me of final balance information as well as provide all and full disclosures to consumers. Synchrony-Care Credit did not hold its fiduciary responsibility in this case and is harming me by trying to collect in excess  of 38 % usurious interest rates using hidden, undisclosed fees and deceptive practices violating FDUPTA.

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