Consumer complaint received 2016-03-29
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit card
Issue: Billing disputes

Complaint:
I have not received information about dispute process after I was told that I should receive in 30 days after my request XX/XX/2016 I was told that there was no department for Military and no special programs to help Military with payment concerns. 

I have several concerns with the Collections & Disputes Division : I was informed of conflicting and different information of how to find and receive information of the dispute process. 
Dispute process very vague- when I asked what information am I supposed to be informed of when placing a dispute, I received vague answers. I was then advised after I asked why my documents from my medical record had been sent from XXXX at XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX to Synchrony Bank, they stated because I disputed the bill due to quality of service. They stated that they ca n't really determine anything about " quality of service '' and they are going to go with the Doctor 's office anyway. I stated, if you do n't do anything with quality of service disputes, why would they proceed with a dispute that could result in my " medical records '' being released to them unnecessarily. I asked what documents could I provide to support my dispute and they stated they tend to go with the Doctor anyway because they have no way of evaluating quality of service. XXXX from Collections never disclosed what information I could provide for the dispute process or that the do n't judge the necessity or quality of medical or XXXX services required. I was never advised about my personal medical records being released and that they ca n't assist in quality of service issues when it comes to " medical disputes '' before acquiring my personal medical records. No one ever stated that my medical records may have to be accessed in the process of the dispute. Then they kept stating that my medical records were not accessed but my XXXX consent was sent which specifies certain specifics of my XXXX to be done. I also did not provide any supporting documentation because when I asked what could I provide, they did not inform me that I could provide any supporting documentation. 
This statement conflict with their " Care Credit " Synchrony Bank on XXXX XXXX of XXXX of their Care Credit Terms and agreement that I was finally directed to after speaking to XXXX from Corporate on XXXX/XXXX/2016. 

Supervisor, XXXX ( located in XXXX XXXX XXXX ) that I spoke to on XXXX/XXXX/2016 around XXXX pm. When I asked about the dispute process, she had no details or a place where I could find it written. She stated the only way for me to find it is to have it mailed out to me. I also asked if there a phone number to Corporate, she stated no and that I can only write to the FRCA. She stated that there is no phone number to any one above her. 
XXXX rep from Corporate, that I spoke with on XXXX/XXXX/2016 @ XXXX XXXX stated I can not receive a copy of the dispute request that was sent from Synchrony Bank to the the XXXX at XXXX XXXX XXXX XXXX in XXXX, XXXX XXXX. I asked her why not and she states I just ca n't have it and she states that 's their company policy. I asked her what information do they have clarifying the dispute process within XXXX and she asked what do I want to know. She states that they are not going to break down every little thing. I also made a complaint to her about the Supervisor XXXX from XXXX XXXX, XXXX, lied to me about how there is no Corporate contact information for complaints and that the only way to contact the FCRA was to write them. I asked what reporting agency that Synchrony Bank falls under to report complaints and fair practices, she never mention the CFPB ( Consumer Financial Protection Bureau. I find it hard to believe that she did not know this information, holding the position of Supervisor.

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 non-monetary relief