Consumer complaint received 2025-03-05 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: IL

Complaint narrative:
XX/XX/XXXX - I used a CareCredit/Synchrony credit card to make a $ XXXX payment to a medical facility using the facility 's payment portal. 

XX/XX/XXXX - I was informed my doctor never received payment for my procedure. After calling CareCredit/Synchrony customer service multiple times, it was discovered that CareCredit/Synchrony paid a fraudulent merchant $ XXXX. This was confirmed using merchant ID numbers. 

Many agents at CareCredit/Synchrony ( supervisors included ) informed me it would be quickly remedied ( 3-5 business days ), that they would simply reverse the transaction and pay the correct merchant. I followed up with CareCredit/Synchrony multiple times as my procedure was on XX/XX/XXXX and needed to be paid. I also contacted the Payment Portal provider for assistance, to no avail- they refused to speak to patients, only doctor 's offices. 

XX/XX/XXXX - I had to pay for my procedure out of pocket using a different credit card and was informed by CareCredit/Synchrony I would have to open a formal dispute to refute/reverse the charge to fraudulent merchant. Dispute was opened. 

XXXX Provided CareCredit/Synchrony 29 pages of documentation supporting my dispute using the online tool through my CareCredit/Synchrony Account. Documentation included : receipt from doctors office showing other form of payment, XXXX credit card statement with proof of purchase, email records with doctors office indicating many attempts to uncover and resolve, and merchant ID information. My online dispute management center showed documentation received as of XXXX. I made multiple inquiries about the status of my dispute - at no point was I allowed to speak with the dispute team or was I informed that " insufficient document was provided. '' XX/XX/XXXX - Notification dispute was denied for insufficient documentation. I called CareCredit/Synchrony to reopen the dispute, was told they never received my documentation ( even though my account clearly shows documentation was received ), and had multiple agents verify the merchant that was paid was fraudulent and does not exist. 

This is still not over, I am still actively disputing this fraud. CareCredit/Synchrony has provided the worst customer experience and financial support services. 

At one point throughout this process I had an agent tell me to " call and check on Monday. '' This was after I had repeatedly told him I would be in XXXX XXXX XXXX XXXX XXXX XXXX- his solution was for me to call customer service to check the status of a claim. 

Absolutely abhorrent treatment of customers, XXXX respect for people 's money and they continually lied throughout this process. 

CareCredit/Synchrony Call record : XXXX XXXX XXXX ) - XXXX stated it would take 3-5 business days to pay the right merchant. They would pull the payment from the incorrect merchant and reallocate funds to the correct merchant. 
XX/XX/XXXX - Called for status check, no update. Later found out that my request was never submitted and the " clock '' on 3-5 business days hadn't started. 
XX/XX/XXXX - Called for status update, was told there were still working on it, call back Monday XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXy - which I had said repeatedly throughout the call ) XX/XX/XXXX - Called again for an update as I had XXXX and still needed to pay my doctor. No update, paid my doctor using another form of payment. 
XXXX - Officially opened a dispute, was told it would take about 3 days to resolve XXXX - Submitted XXXX pages of documentation supporting the dispute. 
XX/XX/XXXX - Was told it was under investigation, would take 15 days to resolve XX/XX/XXXX - Called for status check, no update, still under review. 
XXXX - Called to understand why my claim was denied, was told there was no supporting documentation received. Reopened another dispute. 
XXXX - Called for legal department 's information to subpoena all records of interactions

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