Consumer complaint received 2020-07-21
Company: SYNCHRONY FINANCIAL
State: NJ
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/2020 I made a charge on my CARECREDIT REWARDS MASTERCARD from  XXXX XXXX  for veterinary services for the amount of XXXX dlls. Due to COVID-19 we  had to do this transaction in a new manner which we had never used before and we were under stress since we were worried about our Pet so we just selected one of the options available without reading the details carefully. This turned out to be a Fixed Payment with reduced APR plan when we always used to select a Deferred No Interest plan. After everything was OK with our Pet and we looked at our account online, we noticed that the charge was done in a way that was unfamiliar to us and we called the credit card company to have the charge changed to a deferred plan. They told us they could not do that but the service provider could make a request for the transaction to get changed. We contacted our vet XXXX XXXX XXXX XXXX XXXX XXXX whom agreed to proceed with the change. After one billing cycle and being {$40.00} in interest, we called the credit card company and they confirmed they saw the request being put on by the clinic and it would be reflected in the next statement. One month later and {$61.00} dlls more on interest, we contacted the credit card company again and they told us that the change would take 1 to 2 billing cycles, not only 1 as  described earlier. We asked if once this happened the interest charged would be returned and they said that it would be so. I called again today XX/XX/2020 after another billing cycle and {$61.00} dlls more charged on interest and was told that the change had been declined by the company 's provider services team. When I asked for the date of the denial they told me it was that same day XX/XX/2020. I find it very strange that they would deny it the exact same day that I'm calling them fo r an update. This whole process seems to be full of irregularities and it seems to me that they are doing anything in their to make sure that you pay for interest while the process is taking place and then they deny you after a couple of months. They also give you different responses every time you call about the length of time that this would take to get resolved and they do not let you speak directly with the team involved in the denial of the request. They told me I would have to call my service provider ( the veterinary clinic ) to find out why this was declined and I could not talk to the Provider Services team. The customer service representative said that they had no access to the information regarding the denial and made it sound as if it came from another company when we are talking about the same company and it would make sense that customer service should be able to access that information to be able to provide the clients with more details.

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