Consumer complaint received 2024-10-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
In XXXX of XXXX, I applied for a CareCredit account for a medical procedure. I filled out the application on my mobile phone and specifically DID NOT select the optional enrollment in the Payment Security Program. I was approved for the amount for my procedure and two charges were billed to the account ( a {$2000.00} deposit and a remaining balance amount of about {$14000.00} for a total of about +/- {$16000.00} financed ). I saw the initial charges on my account were correct, so I set up my account on autopay to automatically withdraw payments from my checking account every month and did not think to check my monthly statements as I do on my other credit cards as this particular card did not have/would not have any additional charges other than the procedure which had already been billed. 

Fast forward to XXXX of XXXX and I happened to glance at one of my billing statements and I noticed that my total balance is still quite high despite the fact that I have been paying $ XXXX every month for about 19 months now. Upon further investigation, I saw that there was a fee of {$160.00} charged on my account in addition to the interest. I had no idea what this fee was, so I reached out to CareCredit. I was told that this is for a Payment Security Program that is optional. I told them that I never enrolled in this program and that this is a complete error. I have never had any interest in this program and would never sign up for such a thing. I was told via Customer Service Chat to not worry and that I just had to call their benefits department and they would issue a refund. 

I called their benefits department and after speaking to multiple supervisors, I was told that they could only offer a courtesy refund of =/- {$1000.00} because I had chosen to cancel the program after 90 days. I explained to them the situation and reiterated that I did not choose to cancel, but that they had enrolled me in this program without my consent or authorization. They promised to escalate the issue and I was promised a call back. Instead of receiving a call back, I received an email with little to no information with the title No Refund. There was no contact information on this letter and it simply stated that they were not going to reverse the fees. 
I have been calling and trying to speak with supervisors to escalate this issue and continue to get the run around. I keep getting promised a call back, but instead, I receive emails with no contact information, no way to dispute the resolution, and nobody to assist. 

I have calculated that there are anywhere between $ XXXX {$4000.00} in fees for this optional program that have been charged to my account, so this is not a small amount of money. These are fraudulent charges that need to be reversed immediately. I want to reiterate that I NEVER opted in for this optional program and it is absolutely shameful and predatory that this company will not reverse these fees that were charged WITHOUT MY CONSENT. 

Upon even further investigation, this seems to be a common complaint among consumers like me who vehemently deny enrolling in this program, have specifically opted out, and are STILL being enrolled without their consent and then the company refuses to reverse the charges. This not only shameful, but FRAUDULENT and PREDATORY. 

I am demanding a reversal of ALL FEES that have been charged to my account since the day that it opened ( XX/XX/XXXX ) for this payment security program that I DID NOT ENROLL IN.

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