Consumer complaint received 2023-10-24
Company: SYNCHRONY FINANCIAL
State: AZ
Product: Credit card
Sub-product: Store credit 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:
In about XXXX XXXX, I went to XXXX XXXX XXXX for XXXX XXXX which they said is free and complimentary. They took some photos. No consultation was provided, I didn't see any doctor. They didn't tell me any process nor procedure about how my teeth will be fixed. They asked for my insurance, and I informed them that I didn't have any. 

They provided me with a XXXX  speaking agent which made me uncomfortable and she forced me to sign a paper saying that it's only for care credit application because I don't have any insurance. Even though I specifically informed them I'm NOT ready for their services. She assured me that I will not be charged until I decide. Though this was my limited understanding from a language I don't speak nor fully understand. 

I was charged XXXX $ for complimentary XXXX  with doctors and other reports which they claim for free as complimentary services on their website. No doctor ever checked my mouth nor my complicated case for aligners. 

I discovered through other online complaints that they were about to sell me retainers for the price of aligners. And that they have conducted similar fraud of XXXX $ and XXXX $ under the garb of complimentary services. 

The agent made me sign a paper while distracting me about care credit process in a language I don't understand. She forced me to sign the care credit application without explanation and without any doctor 's services. According to them, I signed a contract while I was signing the care credit application. How can I sign a contract under credit card application without my knowledge which was apparently explained to me in a language unknown to me? I requested an English speaking agent about which they were rude. 

They provide a fake invoice for services which was listed as free and complimentary on their website at the time of my visit. 

Complimentary Services as mentioned on their website are provided from sales representative who claim to be doctors. 

After many visits, requests, phone calls and multiple emails they sent me a fake invoice. I request to receive my XXXX $ back from them which they charged without my knowledge. 

A branch manager named XXXX is well aware of the fraud and had promised to call back with a resolution after our last conversation on XX/XX/XXXX. We have followed up multiple times since then via phone and email but she continues to avoid us and they continue to provide the fake invoice and fraudulent contract. 

I guess care credit is in collusion with then because despite having provided them with all the evidence of this fraud, they continue to bill us and don't dispute our case as required. 

They also tried to cheat my wife by first saying she needs XXXX  for XXXX $ and then need braces for XXXX . No doctor was provided. Their confusion and our language barrier was one of the reasons we didn't want to sign a contract. But they claim we signed a contract. We are not sure how we signed this supposed contract when we were told that we are only signing care credit application due to none of us having an insurance.

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