Consumer complaint received 2025-09-04 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: PA

Complaint narrative:
I am writing to formally address ongoing issues with my CareCredit account that I have been attempting to resolve by phone for over eight months without success. Despite numerous calls and repeated requests to speak with a supervisor or manager, I have either been placed on indefinite hold or disconnected, and I have never received the promised return calls.

Account Issues 1. Incorrect Information Provided ( XX/XX/XXXX ) On XX/XX/XXXX, a CareCredit representative who was a male, informed me that the promotional balance owed to avoid interest was {$250.00}. Based on that information, I immediately made the {$250.00} payment while still on the call. Unfortunately, I later learned this information he provided me was incorrect, and this error has severely impacted my account.

2. Accrued Interest Charges Beginning with the XX/XX/XXXX billing cycle, interest began accruing heavily on my account, even though I paid the amount I was told would prevent this. 
XXXX. Unresolved Calls to Customer Service I have contacted customer service more than a dozen times. Each time, agents verified my account and acknowledged discrepancies but could not provide clear explanations or solutions. Many of these calls ended with me being hung up on or left on indefinite hold.

4. Unprofessional Conduct of Representatives More than half of the agents I spoke with were not only unhelpful but also displayed rude and unprofessional behavior. Several made inappropriate remarks and appeared dismissive or unwilling to take the time to properly assist me. This level of treatment is unacceptable and only added to the frustration of trying to resolve a problem that began with CareCredits own error. 
XXXX. Ongoing Account Impact Since being provided incorrect information, my account has been in disarray. Although I consistently pay more than the minimum payment, my balance continues to rise dramatically due to improperly applied interest.

Requested Resolution I respectfully request that CareCredit : Review my account in detail. 
Remove all interest charges that resulted from the misinformation I received on XX/XX/XXXX. 
Restore my account to the condition it would have been in had I been provided accurate information. 
Investigate the conduct of the representatives I spoke with and take appropriate corrective action. 
Provide written confirmation of the resolution once corrected. 

If this issue can not be resolved through this written request, I will have no choice but to escalate the matter further through formal disputes with the credit bureaus and/or appropriate regulatory agencies. 

Personal Hardship This situation has caused significant stress and hardship. My family and I are still recovering from a house fire in XX/XX/XXXX, which resulted in many unexpected expenses, and I have also been managing serious health issues since XX/XX/XXXX. These circumstances make it especially important for me to resolve this matter promptly to reduce unnecessary financial and emotional strain. 

Thank you in advance for your prompt attention to this matter. I look forward to your response.

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