Consumer complaint received 2022-12-19
Company: SYNCHRONY FINANCIAL
State: MI
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:
XXXX XX/XX/22 care credit XXXX charges to be pd as arranged by end of 10 month program I was to start a wellness program XXXX XXXX XXXX XXXX. On this day I had pd {$47.00} for a initial consult through a XXXX  information session. At this meeting we spoke, she XXXX XXXX  and I signed to start program at a later date that would be determined by office. That lasted XXXX min. 
My start date assigned was XX/XX/22 I was given a binder, supplement were ordered to be delivered to my home. And I was to set up a meeting to go over the results from my lab work. Also, a health coach was assigned to me. That was weekly meetings, I was supposed to meet with the doctor I believe three times over a 10 month period. There was supposed to be a second set of labs done, and a food sensitivity test at around the six month point. 
On XX/XX/22 I informed XXXX XXXX the clinical XXXX, and the only contact that I had that due to some personal issues and illness with my husband and his leave from work. I would not be able to participate in the program. I stated that if they could return the supplements. at that point, I was told that the doctor would be reaching out to the company to see if I could get a refund. I was told that several times. I had continued to reach out to them and when I didnt hear back I filed a dispute with CareCredit the company that the {$6000.00} credit was through. I have never logged on to the education portal as I agreed I wouldnt. I held onto the supplements, unopened and continue to ask if they were returnable and was told that they were working on it and that one on for weeks. Then they told me they wouldnt talk to me about it because I filed a dispute. I never have gotten the results for my lab work even though they told care credit they did. They claim that they shared all lab results with me. Also, nothing on their invoice talks about the second set of lab results or the food sensitivity testing and of course theyre claiming the weekly health coaching is free. Somehow in a 90 minute meeting theyre claiming 10 months worth of service was delivered to me. They cancelled all my coaching appts and I have never spoken with anyone since my initial meeting, which I paid for. I have filed a dispute twice with CareCredit. I have asked for a phone call and never received one. I just keep getting a letter back saying that they agree with the doctor because she was able to provide them with an invoice. Ive also asked for a mediator, and Ive never received anything about that, although when looking at the synchrony contractstates that I have access to that. 
I have said from the very beginning that I would pay for the supplements if they were unable to get the vendor to refund. I never did hear back about that so obviously, even though I was told several times that the doctor would work on it I dont think that ever happened. I also said that I would pay for the lab work that they supposedly did however I dont know if they did because Ive never seen results. They say its {$1200.00} I priced it out on the life extension website which is where it was coming from and its {$530.00} if I was to order it myself. So Im not really certain where they get {$1200.00} from. I am a nurse so I dont appreciate the fact that theyre being dishonest and Im very resourceful and I have been able to track down most of the cost. Its amazing to me that theyre saying that the weekly coaching visits with the doctors follow up lab work and testing is all free but yet the things they provided to me before the program even started in a 90 minute meeting cost me {$6800.00}. So again 10 months worth of service delivered to me and a 90 minute meeting. And apparently to CareCredit that seems reasonable. I dont really know if theyve even looked at my documentation, but Ive probably sent screenshots of about 20 emails along with information, and I can not get anyone to speak with me. Please help me. I cant pay {$6800.00} and I refused to pay for something that was not provided to me I had filed a dispute with the XXXX XXXX XXXX and I have not heard back. I am not trying to get anything for free, but fair market value for the service I received is the only thing that is reasonable.

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