Consumer complaint received 2025-03-31 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Two charges were made to my Synchrony CareCredit account by two XXXX  service providers. The first on XX/XX/XXXX in the amount of {$940.00} and the second on XX/XX/XXXX in the amount of {$1900.00} for services they claim were received by my daughter. However, my daughter only received services from the first service provider on XX/XX/XXXX and was never seen by the second service provider on XX/XX/XXXX. 

Payments were made on the account for the legitimate charge of {$940.00} under a 24 month interest only promotion. It was not until the promotion expired that I realized that additional payments were being made and the account had not been paid off. 

As I did not receive physical statements from Synchrony, I was unaware of the fraudulent charge until XX/XX/XXXX. I disputed the claim with Synchrony because my daughter never received services from the second provider on XX/XX/XXXX. 

Synchrony claimed they investigated and then closed my dispute on XX/XX/XXXX denying my claim and stating I would receive a resolution letter in the mail within 7-10 business days. Not only did I not receive the letter but I requested the proof and documentation be resent on three separate occasions, including electronically and to date have not received anything.

Instead, I have received email messages from a do not reply account stating that messages are waiting in my online account, however the secure message folder did not exist until XX/XX/XXXX for me to access, and still there are no correspondence available. 

Additionally, on each occasion when calling Synchrony and requesting the proof and documentation substantiating the charge in question, I was provided conflicting information. One representative told me they could not find any documentation or proof of the charge. Another representative stated that they only had an application that was signed by my daughter on XX/XX/XXXX, however nothing else from the service provider ( invoice, office visit sign in, etc ). I requested the application be provided so that we can verify the signature, and still nothing has been sent or made available. 

In my last call to Synchrony on XX/XX/XXXX in speaking with tech support, the representative stated that the secure message folder didn't previously exist as indicated in the emails that were sent to me but now does. However, while utilizing remote access to my account the representative confirmed there are no correspondence available when there should be, and was told that the documentation would again be sent to me in the mail as Synchrony was unable to provide the correspondence electronically. 

I have also requested that statements from XX/XX/XXXX through XX/XX/XXXX be made available either physically or electronically as my statements prior to XXXX are not available online, and they still have not been sent. 

Additionally, in reviewing my statements from XX/XX/XXXX through XX/XX/XXXX I was in fact charged between $ XXXX in interest per month despite still remaining within the 24-month {$0.00} interest rate promotion.

With the additional interest of {$1000.00} added to the charge in dispute of {$1900.00}, Synchrony has charged me well over {$3000.00} of which my current balance is still {$2500.00}.

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