Consumer complaint received 2024-03-22 00:00:00
Product: Credit card — General-purpose credit card or charge 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: NY

Complaint narrative:
Thank you for your attention to this matter. I am very grateful for the work the CFPB does to ensure consumer complaints are addressed in a timely and adequate manner. 

This is additional information to be appended onto claim XXXX which asks for CareCredit to explain why it is not following its own policies set forth in its provider agreement regarding chargebacks for services not rendered. In previous correspondence, both carecredit and the provider have acknowledged that services were not actually rendered. These acknowledgements can be read in the attachment included with this complaint. 

Carecredits own policies are as follows : Terms and Conditions : Section 2. Program, POS and Transaction Processing Requirements. 
Professional agrees to : ( l ) Only process ( 1 ) a charge for services rendered or goods delivered, or ( 2 ) a charge where Professional provides reasonable disclosure to Accountholder AND the services are ( i ) orthodontic services or custom products ordered by an Accountholder, ( ii ) intended to be completed AND are completed within 30 days of the charge, or ( iii ) for out-of-pocket costs incurred by the Professional in anticipation of providing services ( such as costs for labs, sedation, equipment, operating room/surgical center booking, anesthesia, etc. ) within 30 days of the applicable charge. Bank will have the right to chargeback such advance charges if ( x ) reasonable disclosure is not given to Accountholder and the Accountholder elects not to complete the service, or ( y ) the anticipated services are not actually provided or the costs are not actually incurred within 30 days ( or other applicable timeframe ) of the processing of such charges, unless Bank has agreed in writing to permit a longer period for services to be delivered, in which case such longer period will apply.

I have copied and pasted this verbatim.

( 1 ) The policies clearly denotes that provider should only charge for services actually rendered. In my case, provider charged for services not rendered.

None of the three exceptions to that rule apply in my case 2 ( i ). XXXXXXXX XXXX is not an orthodontic service nor did I order custom products. XXXX ( ii ). While services were intended to be completed the clause clearly states AND ARE COMPLETED within 30 days of the charge. Services were not in fact completed within 30 days of the charge. 
XXXX ( iii ). My quote was one line. XXXX XXXX XXXXXXXX at a cost of {$7200.00}. I was not quoted any out of pocket costs therefor no reasonable disclosures were made to me regarding charges made in anticipation of providing the services like out of pockets costs for a scheduling fee for example. 

The terms and conditions also clearly state that bank will chargeback advance charges if ( x ) reasonable disclosure is not given to Accountholder and the Accountholder elects not to complete the service. 

In this case, I have elected not to complete the service. 

or ( y ) the anticipated services are not actually provided or the costs are not actually incurred within 30 days ( or other applicable timeframe ) of the processing of such charges, Again, the anticipated services of XXXXXXXX XXXX XXXXXXXX were not actually provided within 30 days of the charge. The charge was made XXXX. At the time of this complaint XXXX, I have yet to nor will I ever go for XXXX XXXX XXXXXXXX at XXXX XXXX. No other out of pocket costs were disclosed to me at any time. 

I have already included this in my other complaint but Ill include it here to be thorough. 

Section 4. Compliance Obligations, g. Return policy states verbatim ( it being agreed that any return policy that precludes reimbursement under any circumstances for services not rendered is deemed unreasonable ). Carecredits own policies state provider policies or contracts which do not give refunds for services not rendered are unreasonable and can not be enforced. My signature on a copy of such a policy is therefor moot and irrelevant considering the provider even having a policy that precludes reimbursements for services not rendered under any circumstances, that is even when services were anticipated to be completed within a certain date, is a violation of carecredits agreement with the provider. 

I would like a full explanation as to why carecredit is thwarting its own policies regarding chargebacks for services not rendered to the detriment of their customer and the benefit of a shady provider. I demand they follow the policies and procedures they themselves have set forth and which all carecredit customers expect providers to oblige by and which carecredit themselves should expect providers to oblige by. 

Thank you again. I look forward to a speedy resolution of this matter.

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