Consumer complaint received 2019-04-05
Company: SYNCHRONY FINANCIAL
State: CO
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I applied for a CareCredit Card through my XXXX provider, XXXX XXXX in XXXX, CO on XX/XX/XXXX to pay for my XXXX. XXXX XXXX provided me a paper application for CareCredit to fill out in the lobby. I extensively read all terms and conditions of agreement and do not remember at any point opting into a card security that would charge to my card. The paper application I found to be vague when discussing promotional purchases ; not allowing for specifics in how different time lines ( i.e 6,12, 18, or 24 month no interest ) are opted into when using credit for purchases larger then the {$200.00} minimum for promotional purchase benefits. 

It was my understanding that I was signing up for a credit card that allowed me to, as advertised, [ have ] shorter term financing options of 6, 12, 18 or 24 months. No interest is charged on purchases of {$200.00} or more when you make the minimum monthly payments and pay the full amount due by the end of the promotional period ( https : //www.carecredit.com/XXXX. ) I have regularly paying more then the minimum monthly due since I first charged credit to the account. 

After completing the paper application I gave the papers to the receptionist, and I assume they then completed the application online, as well as opted me into the promotional allowing me to pay zero interest within the period allowed after charging the remaining amount of my XXXX owed to my new CareCredit card, amounting to {$4100.00}. This amount was not charged until I received my XXXX, on XX/XX/XXXX. This was well over the {$200.00} minimum for the promotional period.

Looking at my account however, I find that I am being charged minimum interest the last day of each month, and ha e been since XX/XX/XXXX. 

I also have been charged since signing up a card security fee on the last day of every month. The information provided to me when I click on details in my phone application of the security card fee is extremely limited, not explaining the charge or why its there simply the amount, and a phone number. 

When logging onto my account online to check my promotional purchases, I find that I was only opted into a 12 month promotion, not 24 month as was told to me at XXXX XXXX XXXX at the time of my application and charge process. And though I charged well above the limit cited in there advertisements and online, I was given a shorter promotional period so they could begin charging me interest on XX/XX/XXXX. It is stated I will also begin paying deferred interest at this time.

None of these specifics were listed on the paper application I filled out the day I applied for my CareCredit Card.

Today, XX/XX/XXXX, I called care credit after reviewing on an online credit help website that these card security charges were hidden fees applied to my card through a partner company, and that many other people had experienced these charges and did not opt into them. Many people on this website said they called, contested the charges, were refunded the difference to there credit, and the program was cancelled. I decided to to the same. 

I called CareCredit and they transferred me to the partner company. The person on the phone let me know that I opted into the card security on the online application on XX/XX/XXXX. I let them know I did not fill out the application online, but filled out a paper form that my XXXX receptionist then transferred online, and cited there must have been a mistake. This compliant was ignored by the person on the phone, however they did offer to cancel the card security and refund me the last charge for card security as a courtesy. I repeated to them that I did not fill out the online application and asked them to refund the missing balance to my credit of {$460.00}. They declined. I let them know I would be filing an compliant with the CFPB, they let me off the line.

I would like to solve these three problems : -card security hidden fees amounting in {$460.00} since XX/XX/XXXX. 
-minimum interest fees amounting to {$14.00} since XX/XX/XXXX.

-change my promotional purchase to 24 months vs 12 months allotted when making my original credit purchase of {$4100.00} Thank you.

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