Consumer complaint received 2021-06-04
Company: SYNCHRONY FINANCIAL
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Today, XX/XX/XXXX, I attempted to make a payment on my CareCredit card managed by Synchrony. We opened it last year XXXX XX/XX/XXXX XXXX to pay for my husband 's XXXX which is an approved expense under our HSA. I have been paying the monthly payments out of pocket because we had other medical bills we were paying off with our HSA. This was my 1st attempt using my HSA to pay this credit card. I was unable to use my HSA to pay the monthly payment. I reached out to Synchrony representative via online chat. I was told I am not able to use any card that has a Visa, Mastercard etc. logo on the card, and even then an HSA card without would probably not go through. We planned on being able to use the HSA to pay off this bill, so we budgeted that way. It is very deceptive that a credit card that is marketed solely to pay for medical, dental, or ophthalmologic services will not accept HSA funds. I have attached the CareCredit Cardholder Agreement section about how to make payments. It does not state that HSAs are not applicable. 

HOW AND WHEN TO MAKE PAYMENTS When Payments Are Due. You must pay at least the total minimum payment due on your account by XXXX XXXX. XXXX XXXX XXXX on the due date of each billing cycle. Payments received after XXXX XXXX. XXXX XXXX XXXX will be credited as of the next day. You may at any time pay, in whole or in part, the total unpaid balance without any additional charge for prepayment. If you have a balance subject to interest, earlier payment may reduce the amount of interest you will pay. We may delay making credit available on your account in the amount of your payment even though we will credit your payment when we receive it. 
Payment Options. You can pay by mail, online or at certain dealers/merchants/retailers that accept the card and payments. We may allow you to make payments over the phone but we will charge you a fee to make expedited phone payments. Your payment must be made in U.S. 
dollars by physical or electronic check, money order or a similar instrument from a bank located in the United States. 
How To Make A Payment. You must follow the instructions for making payments provided on your billing statement. If you do not, credit of your payment may be delayed up to five days. Your billing statement also explains how information on your check is used. 
Payment Allocation. We will apply the required total minimum payment to balances on your account using any method we choose. Any payment you make in excess of the required total minimum payment will be applied to higher APR balances before lower APR balances. Applicable law may require or permit us to apply excess payments in a different manner in certain situations, such as when your account has a certain type of special promotion. 

Thank you for you for your time and assistance.

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