Consumer complaint received 2025-08-28 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
Statement Regarding Disputed Charge for XXXX Treatment I was recommended by a dentist at XXXX XXXX to begin a treatment called XXXX. I was told that because the treatment was expensive, I could pay for it through CareCredit as a payment plan. I was also told that I would not be charged any interest on the total of {$1100.00} as long as I paid the balance within XXXX  months. 

At the time of agreement ( XX/XX/year> ), I was informed that : The treatment would be delivered to the dental office and available within XXXX weeks. 
I would not be required to make payments during the first month before the treatment began. And would be treated within those first XXXX weeks. 
I would receive the treatment in-office and be provided with the remaining portion to continue at home. 

After this agreement, I was scheduled for multiple appointments. Each time I left work to attend, I was told by the office that the treatment was not available yet. I personally went to the office multiple times, only to be told repeatedly that the treatment had not arrived. 

Despite never receiving the treatment, I began making payments on my CareCredit account to avoid interest or late fees. As of XX/XX/year>, I had still not received any treatment. At that point, I no longer trusted that the treatment would ever be provided, so I cancelled the treatment in writing and filed a dispute with CareCredit. 

Only after my written cancellation and dispute did XXXX XXXX suddenly claim the treatment was available and attempt to perform it long after the promised timeframe and after my cancellation. 

Now I am being told by both XXXX XXXX  and CareCredit that I am responsible for the full cost of {$1100.00}, even though I never received the treatment. XXXX XXXX claims that because the medication was shipped to their office, I must pay for it, regardless of whether it was ever administered. They also told me that I must pay approximately 95 % of the cost no matter what, and pressured me to go forward with the treatment anyway since I supposedly can not cancel or dispute the charge. 

At no point was I informed that CareCredit was a loan or that I would owe the balance simply because the office ordered the product. I was led to believe it was a standard payment plan that would only apply once services were rendered. 

I am formally disputing these charges as services were never provided despite repeated attempts on my part to receive them. XXXX XXXX actions charging for treatment not performed, misleading me about repayment obligations, and failing to disclose that the cost would be non-refundable once ordered are unfair and deceptive. 

I respectfully request that CareCredit remove this charge in full, as I should not be required to pay for a treatment that was never administered.

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