Consumer complaint received 2021-02-25
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge 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:
We have filed a complaint as per Complaint ID # XXXX about a charge on my account by my wife who is my authorized user but the company Care Credit who issued her an extension card, does not recognize her as an authorized representative. If they say she is not an authorized representative then why did they charge my account? 

My credit will be affected by this issue so I am filing the dispute in my name. 

On XX/XX/XXXX, the XXXX  clinic of XXXX XXXX applied for a {$4200.00} installment payment plan for my wife on my Care Credit Account, for a XXXX XXXX XXXX made of XXXX XXXX and XXXX XXXX XXXX Care Credit approved the installment plan for 18 months. However the XXXX clinic processed the charge before they made the XXXX. I received the first bill due on XX/XX/XXXX. I was confused why it is billed already and start the installment payment, when the XXXX is not yet made and received by my wife. 

After my wife 's couple of appointments in XX/XX/XXXX, she did not hear from the XXXX  clinic for her next appointment and then the XXXX pandemic shutdown happened. While waiting in good faith, we paid the installments due. When my wife did not hear from the XXXX clinic we contacted Care credit on XX/XX/XXXX to chargeback the {$4200.00} because we are afraid the clinic will not fulfill to deliver the XXXXXXXX Care Credit advised to contact the clinic and work with them which my wife did. We contacted the XXXX clinic on their website on XX/XX/XXXX and they called back to schedule my wife 's next appointment. Care Credit investigated and closed the dispute after they accepted the information on the XXXX clinic 's XX/XX/XXXX letter that the XXXX is already completed when it is not. My wife gave the clinic a second chance and worked with them from XX/XX/XXXX to XX/XX/XXXX, for a total of more than 8 months since the XX/XX/XXXX charge. 

In the end, the XXXX clinic failed to deliver according to specifications. They did not deliver a XXXX XXXX XXXX made of XXXX XXXX and XXXX XXXX, but a defective XXXX that falls off. The last XXXX  practitioner who assisted my wife on XX/XX/XXXX already gave up to make it fit and advised her to comeback on XX/XX/XXXX so XXXX  XXXX XXXX is present so he can decide for a refund or for any other arrangement. My wife lost confidence on this XXXX  clinic, she asked for a refund on XX/XX/XXXX. They told her they will coordinate with Care Credit but as of XX/XX/XXXX I still have that charge on my account. 

On top of this pandemic, this dispute is a great burden to me which sickens me day in and day out. Please help me have the {$4200.00} charged back from my account because the XXXX  was defective and not delivered as specified. We have acted in good faith and it is not fair that the credit card company and merchant will profit from us when we did not get what we are charged for. This wrong practice should be corrected so no one else will suffer from this dilemma.

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