Consumer complaint received 2025-10-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
I applied to open a CareCredit account through Synchrony Bank on XX/XX/XXXX, while my dog was in XXXX at my veterinarians office. I was approved the same day and was explicitly told by the CareCredit representative and my veterinarian that I could use the account immediately to pay for my dogs {$3000.00} XXXX that day. 

However, when I attempted to use the account the same day, my veterinarian could not locate my CareCredit account in their system under my name, and CareCredit customer service could not resolve the issue. As a result, I was unable to use the account for the intended purpose and had to pay with another credit card. 

I never used the CareCredit account after that because it had never functioned properly from the start and I did not need it again until my dog needed XXXX on the other XXXX. Then, on XX/XX/XXXX, I discovered that my CareCredit account had been closed by Synchrony Bank without any prior notice. When I called CareCredit customer service, they confirmed that my account was closed due to inactivity and that it could not be reopened. I was advised to reapply for new credit instead. 

This feels unfair and misleading because I was told at account opening that the CareCredit account could be used immediately. 
The account did not function when I attempted to use it the same day, through no fault of my own. 
I also never received any written notice that my account would be or had been closed. Lastly, my CareCredit account agreement does not mention inactivity as a reason for closure or specify that the bank may close accounts without notice.

If CareCredits system had allowed me to use the account on XX/XX/XXXX, the account would have had an active $ XXXX balance and regular payments throughout XXXX. The closure was a direct result of their system failure, not any inaction or misuse on my part. 

What Im requesting : Reinstatement of my original CareCredit account ( without a new hard credit inquiry ), or Written confirmation explaining why no notice of closure was provided and why I was unable to use my account on the date of approval despite their representations that same-day use was available. 

Supporting documentation : -CareCredit account agreement ( XX/XX/XXXX version ) showing no stated inactivity policy or notice provision for closure. 
-Proof of approval date and vet appointment ( XX/XX/XXXX ). 
-Invoice from XXXX on XX/XX/XXXX - unable to locate copy, have requested from my vet and am willing to provide upon receipt if needed. 

I acted in good faith to use the account immediately after approval as instructed. The accounts failure to function caused me financial inconvenience, and the later closure without notice or opportunity to correct the issue was unfair and inconsistent with both CareCredits marketing and my account agreement. Not to mention, my dog will likely have XXXX on Monday, XX/XX/XXXX where I planned on using my care credit card, and now am unable to because my account was inactive.

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