Consumer complaint received 2021-10-02
Company: SYNCHRONY FINANCIAL
State: VA
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: Card was charged for something you did not purchase with the card

Complaint:
XX/XX/XXXX Synchrony Bank XXXX XXXX XXXX XXXX, FL XXXX Customer Care Representative, Reference account number : XXXX. 

I have held accounts with your finical establishment from various companies however, I have never experienced such unprofessionalism as I have recently with Care Credit and Synchrony Bank. Since it appears this complaint overlaps with potential unprofessional and unethical business practices regarding both XXXX XXXX XXXX and ethical practices involving a practicing dentist, both Agencies ; Consumer Financial Protection Bureau and the Virginia XXXX XXXX XXXX, will be included. 

On XX/XX/XXXX, while in severe pain and on various pain medications for a debilitating back condition, I was given a low ball estimate for XXXX front crowns ; {$370.00} - {$1700.00}, which I still question the validity of the second crown. At the same time the dentist was over eager to replace XXXX additional front XXXX which I would not approve. This dentist is always XXXX  eager to attempt replacement of back crowns with chipped porcelain and other unnecessary dental. In the XXXX timeframe, while attempting to recover from my second back XXXX, I began receiving bills from VA XXXX XXXX XXXX amounts which far exceeded my original quote. 

On several occasions I attempted to resolve this matter with VA XXXX, only to have found XXXX XXXX to be filled with frustration, rude and unprofessional behavior. Furthermore, I find my treatment after my longevity with this practice to be unethical and insulting. I am currently making exceptional progress towards recovery from long term XXXX which brought about some temporary physical and fiscal set backs. This was all described in detail to both XXXX XXXX and the XXXX XXXX, along with possible repayment options. It should also be noted that although I requested to speak with XXXX XXXX XXXX, I was always rudely denied. 

On XX/XX/XXXX, I spoke with XXXX XXXX regarding a potentially placing {$1000.00} of my outstanding debit on my Care Credit Account. The forms were sent to me however, I contacted XXXX XXXX the next day and informed her the option of making monthly payments from my XXXX account was I could afford the that time. I requested that she send me the Credit Card XXXX XXXX XXXX, but I never heard from XXXX XXXX again ; she refused to return or take my calls. Regardless, of XXXX XXXX never receiving my signed authorization, she on her on authority, submitted a charged against my Care Credit Card, in the amount of {$1000.00}. Furthermore, I had to XXXX XXXX to VA Smiles to obtain and sign Credit Card Preauthorization Agreement. 

In XX/XX/XXXX, I received a statement from Care Credit depicting a {$1000.00}, debit against my account, at which time I contacted XXXX at XXXX and submitted a dispute, as again, this charge was never authorized. On XX/XX/XXXX, I received confirmation that my dispute was being reviewed ( attached ) and on XX/XX/XXXX, I received a letter stating that the dispute was resolved and {$1000.00} was credited back to my Care Credit Account. 

Recently, I received my Care Credit XXXX ; expecting it to have a XXXX balance I was surprised to see a {$1000.00} balance, with an XX/XX/XXXX, due date. In an attempt to address this matter, once again, I first contacted Care Credit and was connected with an extremely incompetent and unprofessional representative who told me that the charges were again placed against my account, because I authorized them. When I questioned if she was able to review my notes or see the letter dated XX/XX/XXXX, she was unable to clearly articulate its content. As Ive come to expect when dealing with similar situations, when I asked to speak with a supervisor I was place on the eternal hold. So I called the Synchrony Bank phone number for reporting fraud, but to no avail, after XXXX minutes waiting for XXXX to investigate my matter she unable, so I informed her that our conversation would be followed by this letter. 

This matter, put plainly, should have been addressed months ago. There was an unauthorized charge place on my account, to rectify this matter, these unauthorized charges should be credited back to my account with no negative ramifications, as stated in the Synchrony Bank letter dated XX/XX/XXXX. Furthermore, the unprofessional and unethical behavior displayed by employees of VA XXXX should be investigated to prevent similar future occurrences.

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