Consumer complaint received 2026-03-30 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: WA

Complaint narrative:
b'UPDATE TO EXISTING COMPLAINT XXXX XXXX XXXX XXXX, I filed complaints with multiple agencies regarding both the merchant (XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX) and Synchrony Bank / CareCredit. Those complaints were filed with: the CFPB (this complaint, XXXX, the Washington State Attorney General\'s Consumer Protection Division, the Washington State Department of Health / Dental Quality Assurance Commission, the U.S. Department of Health and Human Services Office for Civil Rights, the American Academy of Cosmetic Dentistry, the Washington State Dental Association, and CareCredit / Synchrony Financial directly. I am now updating all of those agencies with the following developments.\n\nSynchrony Bank closed my XXXX dispute XXXX XXXX XXXX XXXX XXXX XXXX then told the CFPB on XXXX XXXX XXXX that it was "still working on my issue." in the complaint number listed above. I have Synchrony\'s own email dated XXXX XXXX confirming the closure and the CFPB\'s own email dated XXXX XXXX confirming Synchrony\'s representation. This is a documented misrepresentation to the CFPB.\n\nTimelineXXXX XXXX XXXX Dispute opened. Synchrony said upload documentation within 7 daysXXXX XXXX XXXX Synchrony emailed "There\'s nothing you need to do at this time" contradicting the 7-day upload instruction.XXXX XXXX XXXX I uploaded documentation to the portal (Synchrony confirmed receipt twice via email). I mailed 661 pages via USPS Certified Mail XXXX XXXX XXXX XXXX XXXX XXXX. I transmitted a 31.3 MB evidence file via CareCredit chat (showed as Delivered). I filed this CFPB complaint and complaints with the WA AG, DQAC, HHS OCR, AACD, WSDA, and CareCredit.\n- XXXX XXXX Synchrony opened an unauthorized second dispute XXXX) without my request.\nXXXX XXXX XXXX Synchrony closed and denied Claim XXXX. "You are responsible for the disputed charges."\n- XXXX XXXX CFPB emailed me that Synchrony told the CFPB it was "still working on your issue" 4 days AFTER closing the dispute.\n- XXXX XXXX: I contacted CareCredit chat. Agent said "Apologies we do not have that here" regarding my 661 pages of certified mail. Agent tried to open a new dispute instead of reopening XXXX Synchrony opened a THIRD dispute number XXXX instead of reopening the original.\n\nSynchrony denied the dispute recommending I provide "evidence of defects and correspondence with the merchant." Synchrony already had that evidence 661 pages of it and claims not to have received it. I CANNOT obtain additional clinical evidence because the merchant is illegally withholding my dental records in violation of RCW 70.02.080 and 45 C.F.R. 164.524. He sent a corrupted USB flash drive after weeks of obstruction including a fabricated signature requirement. My XXXX XXXX XXXX XXXX XXXX, board-certified XXXX needs those records to complete his assessment. The dental work that I received is so defective that after only 6 months I am experiencing increased gum inflammation due to the defective work and the dentist (merchant) is illegally withholding my dental records preventing me from getting the care that I need. On top if this CareCredit is completely ignoring my claims and acting in a very evasive manner.\n\nSynchrony has generated three dispute numbers for one $XXXX transaction, denied it without reviewing my documentation, lost 661 pages of certified mail, and misrepresented the status to this agency. I am requesting the CFPB investigate Synchrony\'s misrepresentation and its failure to conduct a reasonable investigation under 15 U.S.C. 1666(a).'

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 explanation