Consumer complaint received 2019-04-20
Company: SYNCHRONY FINANCIAL
State: NC
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:
I bought a {$2000.00} XXXX  XXXX coupon in XX/XX/XXXX. On my first visit to the XXXX XXXX XXXX XXXX XXXX, I was charged to my Walmart/Synchrony Bank Mastercard the amount of {$1700.00}. The XXXX XXXX company was sent a claim for {$420.00} the same day. On XX/XX/XXXX a XXXX claim was sent in for {$1800.00}. I could never get anyone from the company to give me any clue as to why these types of charges were going through as they also charged me about {$620.00} to my XXXX XXXX account and never reported to insurance but after a couple months of complaining, they did reverse that charge. My {$2000.00} credit never seemed to get applied and in XX/XX/XXXX I was sent an email from a new employee that the doctor would not redo the start of the XXXX, as the XXXX XXXX that is XXXX into XXXX fell into my mouth at home a few days later so both the Office Manager and the Doctor said they would redo the XXXX for free. Later they decided to arbitrarily drop me as a patient, did not do any of the XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX, etc. He would only accept EMERGENCY care for the next 30 days. So, basically, I had paid {$1700.00} and received no valid services. I thought the ordeal was over but on XX/XX/XXXX a REBILL showed up on my Mastercard/SynchronyBank card for {$1700.00} again. This is an unauthorized and fraudulent transaction that Synchrony Bank has refused to remove. I have now been assigned a Special Agent for Law Enforcement for the State of North Carolina to investigate for Insurance Fraud and other criminal activities as well. Almost on a daily basis after escalating a Customer Service call four times to get to management that some of my information did not get uploaded properly the first time I disputed the XXXX charge, so I had to start over. Almost on a daily basis I sent further PROOF to Synchrony Bank. Their last letter to me from Synchrony Bank told me I had not shown 'proof of return '. I returned a fax to them that I had no idea what they meant. They also stated I could sent in additional information but gave no idea of what they needed. On almost a daily basis you can see from the secure messages, that I sent several letters a day with attachments of agreements, forms, proof of charges, proof of {$2000.00} credit XXXX coupon I had purchased. Told them the XXXX XXXX XXXX XXXX XXXX never sent me a statement, yet the agreement called for two statements a month. The Synchrony Bank manager I spoke with said that XXXX XXXX XXXX XXXX XXXX sent in over 15 pages of information to support their charges but I have been unable to get copies from the bank or the dental office. I did ask her to look at the proof and see if she noticed a notation that work could not be done unless authorized by me as they were attempting to get me to sign a one year plan of attack on my dental work for {$30000.00}. They said I had to sign the document to get any work done but I told them I could never spend that amount and I would notate on each page, which as fairly thick that authorization had to be obtained before continuing. She said she did now see that handwritten on the dental page.

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