Consumer complaint received 2025-08-21 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: CO

Complaint narrative:
I am filing this complaint because CareCredit ( issued by Synchrony Bank ) has now twice denied my dispute over a {$13000.00} charge for a XXXX XXXX  XXXX that involved serious medical negligence, false documentation, and a complete lack of informed consent. 
This was my second formal dispute, submitted after the first was denied. In this round, I provided clear documentation showing that the surgeon, XXXX XXXX XXXX, XXXX XXXX a permanent XXXX XXXX XXXX both of my XXXX. This is a XXXX synthetic material that I was never informed of, and to which I never consentedneither verbally nor in writing. 
XXXX is a permanent implantable material that is known to carry a high risk of XXXX. It is rarely used in modern XXXX  XXXX for this reason. That risk became a reality in my case. Shortly after the procedure, I developed XXXX  XXXXXXXX XXXX XXXX, and severe XXXXXXXX XXXX that lasted for months. The wounds failed to heal despite repeated follow-up appointments and multiple courses of antibiotics. The XXXX spread across the XXXX and into surrounding XXXX XXXX, causing XXXX  and partial destruction of the affected area. 
Throughout this time, XXXX XXXX 's office never informed me that a permanent XXXX XXXX had been placed in my body. They attributed the complications to dissolvable sutures and advised me to trust the process. When my condition worsened, I was blamed. At no point did anyone disclose the presence of XXXX or acknowledge that it could be contributing to the problem. 
In an effort to resolve the ongoing XXXX and breakdown of XXXX, I sought a second opinion. XXXX XXXX XXXX reviewed my medical file and Campaniles operative report, which referenced XXXX being used. Based on that, he scheduled me for a procedure to remove it. He was unable to locate the XXXX at that time, but my condition continued to deteriorate. After another XXXX  XXXX XXXX  I consulted a third XXXX, XXXX XXXX XXXX, who ultimately performed a revision XXXX. 
During that procedure, XXXX XXXX found and removed infected permanent XXXX XXXX from both areolas. His operative report explicitly states that this material should not have been used, and that its presence likely caused the infections I experienced. He confirmed that it is outdated and is no longer standard practice due to the likelihood of complications. 
I included all of this evidence in my second dispute : * Post-operative reports from both XXXX XXXX and XXXX XXXX * XXXX XXXX XXXX records * Photographic documentation of the damage * Written confirmation that XXXX was used and caused persistent XXXX * Proof that I never consented to having permanent synthetic material placed in my body CareCredits response was to forward the documentation to XXXX XXXX office . Within 48 hours, the dispute was closed and denied.

This is not a neutral review process. This is a financial institution relying on the word of the original provider and ignoring all contrary evidence, including formal surgical records and emergency care documentation.

CareCredit treated this as a routine billing issue when it was, in fact, a case of unauthorized surgical implantation, prolonged medical harm, and permanent physical consequences. They are not qualified to evaluate serious medical disputes, yet they are enabling and upholding charges for procedures that resulted in substantial injury. They failed to conduct an appropriate review and acted in a way that shields the provider while harming the consumer.

In addition to the medical and emotional toll, I have already paid this account off in full under financial pressure. I am now seeking to recover funds that were paid for a procedure that violated ethical and professional standards and caused lasting damage.

This is not a complaint about cosmetic dissatisfaction. This is a documented case of : * Informed consent violation * Permanent foreign material being implanted without disclosure * Post-surgical complications and XXXX damage directly caused by that material * Improper dispute handling by CareCredit, which acted without medical expertise and ignored formal documentation I am asking the CFPB to investigate the way CareCredit handled this dispute and to hold them accountable for failing to protect consumers in cases involving medical harm. I request a full refund of {$13000.00} to be issued directly to me, as I have already paid the account balance in full. 
I am also the surviving spouse of a deceased XXXX service member and currently receive military survivor benefits. I included this designation on the form, but the dropdown options did not reflect surviving spouse as a status. I am submitting this complaint independently and on behalf of myself as a consumer, but I felt this background was important to disclose for context.

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