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 CFPB for ensuring timely and personalized responses to consumer complaints. This is an ongoing complaint of an unresolved issue regarding the charge of XXXX on the care credit account opened in my name by professionals at XXXX XXXX. 

XXXX has responded to my dispute stating that they have ruled in the providers favor because 1. the provider was able to provide a signed sales receipt stating the terms of the promotional offer, that is XXXX  months interest free and XXXX  % APR. 2. I signed a care credit application the provider fraudulently filled out stating I had a monthly income of {$XXXX}. XXXX. The provider has a no refund policy within XXXX  days of scheduled XXXX date and I signed the agreement. 

I am continuing this dispute because XXXX bank is willfully and flagrantly disregarding its own policies regarding chargebacks. Ive provided a copy of the carecredit provider agreement which I will be referencing to make my case. 

Section 4. Compliance Obligation g. Return Policy Professionals will maintain fair ( as reasonably deemed by Bank ) and legally compliant refund, return, and exchange policies, which are designed to be easily understood by the average customer ( IT BEING AGREED THAT ANY RETURN POLICY THAT PRECLUDES REIMBURSEMENT UNDER ANY CIRCUMSTANCE FOR SERVICES NOT RENDERED IS DEEMED UNREASONABLE ) that any material restriction or limitation is clearly and conspicuously disclosed to costumer in one or more documents signed by the customer and THAT SUCH DISCLOSURES APPEAR NEAR THE CUSTOMER SIGNATURE AREA OF SUCH A DOCUMENT. 

BY CARECREDIT 'S OWN POLICY AND AGREEMENT WITH THE PROVIDER THE PROVIDERS NO-REFUND POLICY EVEN WHEN SERVICES ARE NOT RENDERED IS UNFAIR AND UNREASONABLE AND CAN NOT BE ENFORCED. Less importantly, the policy was located far from the signature line. 


Section 4. Compliance Obligation, k. Transparency principles : Professionals will comply with the Transparency Principles set forth in Schedule 4 of this Agreement. 

Section 5. Chargeback Rights of XXXX may charge XXXX the entire amount of any transaction when the following occurs. d. The charge or transaction does not fully comply with any of ( 1 ) this agreement. 

Whereas adherence to the transparency principles are part of the agreement between care credit and the provider and the transparency principles state the provider must inform patients of different financing options BEFORE choosing one for them and if promotional financing is chosen, providers must disclose the required payments during the promotional period. XXXX medical did not disclose any other financing option nor did they disclose the required minimum monthly payments. 

Whereas the transparency principles clearly state XXXX XXXX accounts should only be charged for those costs incurred or services ACTUALLY rendered within 30 days of the charge. Additional services may be billed as you provide them to the consumer. Both carecredit and provider acknowledge the services of XXXX XXXX XXXX WERE NOT ACTUALLY RENDERED, therefor per carecredits own policies and agreement with the provider, I am entitled to a chargeback. 

The transparency principles go on to state verbatim professionals who violate these policies WILL be subject to chargebacks as well as terminations. 

Section 5. Chargeback Rights of XXXX may charge XXXX the entire amount of any transaction when the following occurs. g. the goods or services purchased have not been delivered, provided or shipped. 

As stated above, I never received the service of XXXX XXXX  XXXX for which I was charged. 

Section 5. Chargeback Rights of XXXX may charge XXXX the entire amount of any transaction when the following occurs. c. The charge ( XXXX ) are incurred on an Account opened upon submission of a Defective Application. Defective application is defined as any credit application submitted by professional where : ( i ) XXXX has falsified application in any respect ; ( ii ) XXXX knows or reasonably should have known that the application contains false information. 

XXXX medical professionals clearly inflated my income for their own purposes. They submitted an application which they knew was defective. It is abundantly clear that they knew this considering the they first put in an application with the reference number XXXX which was immediately denied for several reasons. They immediately put in a new application with an inflated income to get my credit approved. I know for a fact that both applications have been logged in carecredits system as provider submitted applications so care credit has this information. Im including the denial letter anyways. 

Thank you so much for your attention to this. I am truly grateful for the work that the CFPB does. Ive left a message on XXXX XXXX contact at XXXX ext XXXX referencing this dispute including the information of XXXX own policies. 

In addition to the above, XXXX requires additional disclosures including, the date of the end of the promotional period, the minimum payment due, how long it will take to pay off the loan if you only make minimum payments, and how much interest will be paid if only the minimum payments are made. I never received nor signed a XXXX  disclosure with any of this information. No such document exists with my signature on it. Thus, I demand a chargeback or proof that these disclosures were made to me. 

I have included carecredits provider agreement which demands chargebacks and refunds for services not rendered as well as the prior response of XXXX and XXXX XXXX who all note that no services were rendered.

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