Consumer complaint received 2025-03-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: IN

Complaint narrative:
My XXXX account ending in XXXX was closed on XX/XX/XXXX. I opened an account with XXXX XXXX on XX/XX/XXXX and received my account information on XX/XX/XXXX, to which I began contacting all of my revolving credit accounts to update the autopayment arrangements. XXXX Credit/Synchrony Bank was modified on XX/XX/XXXX via the online portal. I used the online portal access to remove the account ending in XXXX and update the autopay settings to the account ending in XXXX. The online confirmation of this change was not entirely clear, so I contacted Care Credit at ( XXXX ) XXXX at XXXX EST. The agent I spoke with confirmed that the autopay had been modified at XXXX EST to the account ending in XXXX. This was supposed to be completed at this time. I also requested, for the third time that year, that I be unenrolled from electronic statements. The agent was advised that I NEVER authorized the sending of electronic statements. We do PAPER STATEMENTS ONLY for EVERY account in our ENTIRE household. 

To date, Care Credit/Synchrony Bank has never sent me a paper statement. Also, to date, Care Credit/Synchrony Bank has never notified me via phone or email that my account was not in good standing, nor that any payment had been late, reversed, or failed to process. This is extremely perplexing considering they have charged me {$200.00} in fees plus the interest for these fees at 32.99 %, approximating {$260.00} in fees where the company had not made ANY effort whatsoever to notify me of ANY problems that could have been IMMEDIATELY addressed and further fees avoided. It is abundantly clear that they wanted to continue to charge these exorbitant fees to my account and is further supported by their refusal to cooperate with the removal of any of these fees despite numerous verifications that the account ending in XXXX had been removed and that the autopay was set up to only process through the account ending in XXXX. 

On XX/XX/XXXX, I had an emergency with my cat where I immediately went to the vet. The only means for which I had to pay for the emergency services is the Care Credit Account. The Care Credit Card was declined. Upon calling in, I was advised that the account is past due, yet this is the first time I am hearing of it. Upon further investigation, I discover fees of over {$200.00} since XX/XX/XXXX and no attempt to contact me. I also review my autopay account and confirm with screenshots that the only account set up for autopay ends in XXXX, but according to the chat representative, they are continuing to process the payments through XXXX, which was established as closed at the beginning of XX/XX/XXXX. There is absolutely no excuse for this. As a result, my cat could not get necessary medical care in a timely fashion because nobody is thinking they need to bring backup methods of payment in a medical crisis when they have a dedicated account meant to protect their pets. I am destroyed. My credit is destroyed because of Care Credit 's negligence and lies. This is absolutely deplorable and certifiably insane that they continued to charge me fees and make NO CONTACT WHATSOEVER regarding these concerns. On top of this, they continue to REFUSE to send me paper statements. They continue to REFUSE to provide me any kind of verification that they made ANY attempt to contact me about ANY returned payments, missed payments, or fees. And that's because they simply didn't make a single effort to. Otherwise, it would have been IMMEDIATELY addressed and ALL further issues would have been prevented. This is infuriating and while already emotionally distressed, their agents continue to add to my emotional distress exponentially.

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