Consumer complaint received 2026-05-19 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:
I am filing this complaint because Synchrony Bank / CareCredit failed to properly investigate and resolve my dispute regarding a {$5000.00} charge from XXXX XXXX XXXX. On XX/XX/XXXX, I was directed into a {$5000.00} CareCredit financing agreement. At the time, I was a XXXX XXXX XXXX XXXX I was not clearly informed which treatment options were covered at no cost and which services were optional upgrades. Had I been properly informed of fully covered alternatives, I would not have agreed to this financing. I later discovered that important information had not been disclosed to me. The provider also asked me to sign documents with incomplete or missing amounts, and repeatedly refused to provide clear written explanations despite my requests. In addition, the provider promised to refund approximately {$600.00} but delayed that refund for many months. I did not receive the refund until after repeated follow-up efforts and after filing disputes. This raised serious concerns regarding the providers billing and business practices. On XX/XX/XXXX, I submitted a dispute with Synchrony Bank regarding the full {$5000.00} charge ( Dispute Claim # XXXX ). My dispute was based on lack of informed consent, inadequate disclosure, misleading financing practices, and unresolved billing concerns. Synchrony Banks online portal later showed that the dispute was approved and marked Dispute Completed. During live chat, Synchrony Bank representatives twice confirmed that the approval applied to the entire {$5000.00} dispute amount. However, the formal letter dated XX/XX/XXXX stated that only {$600.00} was credited to my account. This amount refers to a separate refund issue that had already been resolved and does not address my actual dispute regarding the full {$5000.00} charge. The banks written decision did not address any of my core concerns, including : 1. I was directed into {$5000.00} financing without adequate disclosure. 2. XXXX XXXX XXXX were not clearly explained. 3. The provider used incomplete documentation. 4. The provider failed to provide evidence of informed consent. 5. The providers billing records show inconsistencies and may indicate that additional funds are owed to me. The providers response to the bank simply stated that I later decided not to proceed with a night guard. This does not address the actual issues I raised and does not provide evidence that I was properly informed before signing the financing agreement. I believe Synchrony Bank failed to conduct a reasonable investigation and relied on incomplete and misleading information from the provider. The contradictory statements from customer service and the formal written decision demonstrate that my dispute was not handled fairly. I respectfully request that CFPB require Synchrony Bank to : 1. Reopen and properly investigate my dispute ; 2. Review all supporting documents and evidence ; 3. Explain why customer service confirmed that the full {$5000.00} dispute was approved ; 4. Reverse the entire {$5000.00} CareCredit charge if the bank can not show that informed consent and proper disclosure were provided. I am seeking a fair and complete resolution as soon as possible. This complaint is related to my previous CFPB complaint, XXXX XXXX. XXXX. I am submitting this new complaint because Synchrony Banks subsequent response and newly obtained evidence show that my {$5000.00} dispute was not properly investigated.

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