Consumer complaint received 2026-01-23 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: SYNCHRONY FINANCIAL
State: WA

Complaint narrative:
I am writing to file a formal complaint regarding the circumstances under which I was approved for and subsequently charged through CareCredit during a veterinary emergency on XX/XX/year>. The lack of clear, accessible, and timely disclosure of the financial terms has resulted in significant financial hardship and emotional distress, and I am requesting that this matter be reviewed and remedied. 

On XX/XX/year>, I was instructed to take my dog to the emergency room immediately. We arrived at XXXX, where she was diagnosed with a XXXX  condition. At XXXX XXXX XXXX, her chances of survival were uncertain, and I was quoted approximately XXXX XXXX dollars for the required surgery. In that moment of crisis, CareCredit was presented as the only viable option to move forward with XXXX  treatment. 

I applied for CareCredit on the spot and was approved. However, the approval process occurred under extreme time pressure, emotional distress, and urgent medical circumstances. There was no realistic opportunity to review or understand the fine print, repayment structure, or longterm financial implications. My sole focus was saving my dogs life. 

While the XXXX was successful and my dog survived, I later discovered that the financial terms were far more burdensome than anything I understood at the time of approval. Shortly after the XXXX, I had to use the card again for an emergency followup, which caused my payments to increase dramatically. When I contacted CareCredit for clarification, I was informed that the charges were treated as XXXX separate transactions with XXXX separate repayment structures, combined into XXXX significantly higher monthly payment. This was never explained to me in any accessible or comprehensible way during the emergency. 

The result has been overwhelming financial strain. I have since had to take out a loan simply to keep up with the payments. At no point has anyone acknowledged the distress, confusion, or impossible position I was placed in. Emergency financing should not exploit individuals who are making urgent, emotional, and timesensitive decisions. It should support them with clear, immediate, and understandable disclosures. 

I strongly believe that individuals in emergency situations deserve transparent, simplified explanations, such as a short video or verbal summary before being asked to commit to substantial financial obligations. The current system places vulnerable people at risk of longterm financial harm at the exact moment they are least able to process complex terms. 

I am requesting the following : A full review of my account and the circumstances under which it was opened A clear explanation of the charges, repayment structures, and how they were applied Consideration for adjustment, consolidation, or reduction of the owed amount Acknowledgment of the distress caused by the lack of accessible disclosure during a medical emergency Assurance that steps will be taken to improve transparency for others in similar situations I expect a timely response and a goodfaith effort to resolve this matter. I am prepared to escalate this complaint to consumer protection agencies if necessary, but I hope that will not be required. 

Thank you for your attention to this serious issue. I look forward to your prompt 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