Consumer complaint received 2026-05-04 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Called before 8am or after 9pm
Company: SYNCHRONY FINANCIAL
State: CT

Complaint narrative:
* They did not call but I was unable to move forward without checking a box. To Whom It May Concern, I am filing this formal complaint regarding repeated refusal and obstruction in obtaining my credit account statements from XXXX for my CareCredit account, issued and serviced by Synchrony Bank and/or its designated servicing/collections department referred to as Client Services. I am requesting these records for the purpose of accurately determining financial damages in connection with potential legal action against a third-party business with whom I previously conducted transactions. Summary of Issue : I have made multiple good-faith attempts to obtain my complete account statements and transaction history : -On XX/XX/year>, I contacted Client Services and requested my statements. I was informed they would be sent, but I never received them. -On XX/XX/year>, I called again and was told by a representative that they could not speak with me because I have an attorney. I explained that I do not have a personal attorney and that I am working with a debt settlement service ( Beyond Finance ), which advised me to contact prior credit card issuers directly for statements. The representative refused to assist further and would not transfer me to a supervisor. -On XX/XX/year>, I called again and spoke with a different representative who again refused to provide assistance, repeating that I could not be helped due to having an attorney on record. I again clarified that this is incorrect. -I was further instructed to contact either CareCredit or my debt settlement company for statements. -CareCredit informed me that they no longer have access to my account and directed me back to Client Services. -My online account access has also been locked, preventing me from retrieving my records. CareCredit won't reinstate it. As a result, I have been repeatedly redirected between departments without receiving my account statements or full transaction history. Impact : I require my full account statements from XXXX in order to : -Accurately calculate total payments made -Reconstruct financial records -Pursue legal action against a third-party business related to services purchased using this account The inability to access these records is preventing me from properly documenting financial damages and proceeding with legal action. Concern : The repeated refusal to provide account statements, combined with contradictory instructions and account access restrictions, is effectively preventing me from accessing my own financial records. This includes being told to contact departments that then deny responsibility or redirect me elsewhere. I am concerned that I am being improperly denied access to my account information and that my attempts to obtain legally necessary records are being obstructed. Requested Resolution : -Immediate provision of complete account statements from XXXX -Full transaction history and payment ledger for the account -Written clarification of which entity is responsible for maintaining and providing my account records -Restoration of access to my account history or an alternative secure method to obtain it Legal Notice : If I am not provided with my complete account records or a clear resolution to this matter, I INTEND TO PURSUE ALL AVAILABLE LEGAL REMEDIES, including formal legal action and any applicable regulatory complaints, to obtain my records and recover damages resulting from the inability to access them. I am submitting this complaint in good faith and request assistance in resolving this matter so I may obtain my complete financial records.

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 non-monetary relief