Consumer complaint received 2022-04-24
Company: SYNCHRONY FINANCIAL
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I opened a Care Credit Card through Synchrony Bank in XX/XX/XXXX for XXXX expenses of my rescues. After noticing in XXXX of XXXX that my balance wasnt really budging, I took a closer look at my online statements and noticed a XXXX XXXX XXXX was on it. My husband always pays this card and he never noticed it all these years because it starts as a very minimal fee and grows throughout the years. I DID NOT SIGN UP FOR THIS ADDED FEE when I originally applied for my Care Credit account. I absolutely would never because it charges you a extra percentage, lowers your balance, and there is no need for it. 

I called in on XX/XX/XXXX to Care Credit Customer Service, where I was told by the representative that this is a common occurrence thats been happening and she has seen it a lot. She gave me the Card Security phone number and said that all I had to do was call them and they would cancel the card security, along with return ALL FEES that was charged since it was put on. She looked at my account and told me the fee was charged since I first opened the card back in XX/XX/XXXX. I called Card Security on XX/XX/XXXX and was greeted by a rude woman who was consistently reading off a script on what to say to my complaint. She kept telling me I signed up for it when I did the original application which is a COMPLETE LIE! I made sure she was aware that Care Credit already told me that this was a common occurrence thats been happening and Id get all my fees returned. I also looked into this matter further online and found hundreds of people who have experienced the exact same thing I am. Apparently the Card Security Fee box is being checked AUTOMATICALLY when you agree to the terms of the Care Credit Card. So unless you study your statements, you wont know and its a common scam they are doing to get extra money from you. I told this all to the Card Security agent and she said I can cancel it and also do a escalation of my complaint on the refund amount to be reviewed. So on XX/XX/XXXX is was canceled and gave me a complimentary refund of {$280.00}. I also did the escalation for the remaining fees Im owed and she said Id hear back in 5-7 days via email or regular mail. 

In this time period I contacted Care Credit via the online massage center and asked to have EVERY statement since XX/XX/XXXX sent to me, so I can see how much I am owed in fees. I did receive them all and calculated how much I am owed. I called back Card Security on XX/XX/XXXX after not hearing from them as they said I would. Same script was read to me and they said to wait another 7 days because of a software issue putting them behind. I asked to have a supervisor call me at this time and was told I could start another escalation if I wanted but that would restart the whole process. So I left my original escalation and said Id call back in 7 days if I dont hear. They noted this all on my account. 

On XX/XX/XXXX I called again after getting no communication about my full refund or a call from a supervisor and the same script about me supposedly signing up for this was said again. Had to explain all over again about this being a scam, I never signed up, and already did a escalation to get my full refund back, along with no call from a supervisor. She said to wait ANOTHER 7 days and kept repeating that to me even after asking what happens if I still dont hear anything from anyone. Again it was a script being read. She said she could also see on my account that I asked for a supervisor to call me on XX/XX/XXXX, which I told her no one has. I made sure I told her to also note in my account that I have screenshots from Care Credit themselves telling me that this is a common occurrence and id receive all my fees back, along with proof of other users having the same issue done to them. So here it is XX/XX/XXXX and I still havent heard anything from a supervisor or about my full refund. Im getting nowhere with Card Security and getting a complete runaround. I need this handled RIGHT AWAY! 

I included screenshots of my Care Credit Chat with them saying Id receive all fees back, messages with Care Credit where they told me my problem was being forwarded to corporate for review after telling them I was reporting to the CFPB if I didnt get my money ( which I never heard from either ), me asking for all my statements which I received in full so I know the exact amount Im owed, and proof of others experiencing the same scam issue. 
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