Consumer complaint received 2024-03-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: CT

Complaint narrative:
On XX/XX/2024, I called Care Credit to find out why, despite paying {$100.00} every month when the minimum payment was only {$62.00}, my balance was not going down. The representative went through my bill and told me that the interest was {$38.00}, and the 'credit card insurance ' was {$30.00} per month. I asked him what was the 'credit card insurance ' fee as I was never aware of this monthly charge. He said when you get a Care Credit credit card, that is automatically added and that I would have to 'opt out ' to get it removed. 

This was news to me and I was shocked. I had not idea as this was never told to me at all. I would NEVER have agreed to an additional {$30.00} per month for credit card insurance. I thought that was outrageous that they did that. He mentioned he would remove that charge but I should call the company who provides that service and he gave me their number. 

I then called the company and asked what was the name of this company and she said the company name is XXXX XXXX. The rep there mentioned that I 'opted in " for this additional charge and service. I told her that is not what Care Credit just told me as they told me I was automatically enrolled in this and I was to 'opt out ' if I did not want it. 
I said, " how would I know to opt out of this if I had no clue about it in the first place ''. 
So two different stories from each company as to how I was 'enrolled ' in this nonsense credit card insurance. 

I told in NO WAY would I have ever agreed to opt in for type of additional service. Never would I agree to have a {$30.00} dollar per month charge added to my bill which also, drives my interest rate up further. I struggle to pay my monthly bills as it is and in no way would I ever agree to such a charge. She then mentioned I 'checked the box ' on the application. I asked for that proof as I know I would have never opted for that. She told me she would be willing to give me a {$390.00} credit back. I initially said yes and we hung up. Within XXXX minutes, I called back and asked for a full refund as I know I never opted for this service and wanted a full refund. I told her I feels as though I got scammed. 

I had done the math and discovered it was at a minimum of {$1500.00} that I was scammed out of and that did not include the interest rate. This amount would practically pay off the entire amount I owed to Care Credit ( Synchrony Bank ). I also mentioned I was going to report this as it is fishy. They told me they were going to escalate this to see if I would be entitled to a full refund and I should know within 30 days. 

I want to also make consumer finance aware of this as I could only imagine there are several other people like me who do not know the company did this. 

Please note - this is regarding Care Credit card. However, they outsource the 'card insurance ' to a company named XXXX XXXX XXXX 

Sincerely, XXXX XXXX

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