Consumer complaint received 2020-07-21
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid 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:
On XX/XX/2020 XXXX XXXX, XXXX, California charged {$620.00} for UnRendered /not done dental services. When I got my Care XXXX Bank ( CC/SB ) credit card statement, I noticed that the charge of {$620.00} was made on XX/XX/2020 & " card security fee '' of {$10.00} charged on XX/XX/2020 without my consent. 

On XX/XX/2020 and XX/XX/2020 I've called both XXXX   XXXX  [ to reverse the charges for unrendered services & cancel any future appt as I do not trust them/they won't further injure my person and make me sicker ] AND CC/SB [ to dispute the charges & fees ]. 

Both refuse to do my requests and advise I call the other! 

CC/SB phone system is automated with long delays & unclear prompt options causing the caller to guess on the prompt to reach a voice speaking agent as apparently the live agents are off shore in the XXXX [ I found out after 8 repeated calls to the customer service phone # on the statement of XXXX with auto prompts & fumbling /guessing through to finally reach a voice in the XXXX  XXXX This resulting in wasting my time, vioilating my credit consumer rights, along with confounding and stalling tactics. Bait and switch as well as on the back of the statement in Very Small Type they have the gall to state that written disputes override phone called in disputes-this just contributes to violating procedures and stalling tactics of CC/SB. Consumer Protection Act Violating. 

The dispute procedure is erroneous, complicated, & 'stalling ' in nature/lengthly, which creates a financial burden on my credit reporting due to their preditory illegal procedures, ie : filing, dispute process, mail required back and forth ; all to stall and slow down the process & compromise my financial health. 

I asked for a confirmation #, email [ that they have in my file to confirm my dispute is received ] for my complaint & dispute in addition to a paper mailed confirmation. I was told they do not provide nor have a procedure for confirmation # s or tracking of disputes. She just took my name and address. All customer service rep could provide me was for me to log date & time, she's in XXXX [ which I did for my records ]. 

I'm just supposed to 'trust ' them to follow through. I think not, that's why I have to waste my time filing a complaint to consumer finance.gov to get reasonable and legal resolution to this unnecessary situation. 

In addition, I believe there may be selective financial or other rewards to XXXX  XXXX  for promoting CC/SB card to health & financial compromised patientsand the consumer should be made aware that XXXX XXXX has a financial stake or partnership in pushing CC/SB on to health compromised dental patients into opening and putting inflated dental charges onto the CC/SB credit card, esp. when financially strapped Covid-19 pandemic unemployed time framed patients are and in need of emergency dental care, do not have the financial means to pay interest on a credit card 6 weeks before services are rendered and are boxed into the CC/SB as their only solution. Trust me, in pain, it was like being boxed into a corner of buying a lemon car from a sleazy salesman when you are homeless and have to live in that care as your home and you are XXXX  sick with XXXX. That is why I do not trust XXXX XXXX I'm not having them do my dental care, and not paying for unrendered services, interest or CC/SB fees attached to my account that I didn't authorize. 

I dispute the charges, they must reverse immediately with no fees, interest, ornegative credit reporting, send me an email that they have received my dispute and reversed the charges. 

In addition, you must Audit XXXX XXXX, Upland, California as they operate like a preditory and Illegal bank, first aggressively offering that they have financial options, that the licensed dentist will finance, then upsell services, once the patient refuses, they aggressively promote CC/SB credit card options at the patient, such as what has happened to me and push that my on option to have treatment is to open Care Credit and put inflated services onto the CC/SB credit card, boxing me in to this as only option to get my medically urgent services completed for my health and well being. No cosmetic XXXX involved. 

Sick patients should not have to boxed in and manipulated into this unreasonable situation.

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