Consumer complaint received 2025-07-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against Synchrony Bank, issuer of the CareCredit card, regarding a recent and deeply troubling experience that has endangered my health and wellbeing. 

I opened a XXXXareCredit account specifically to help manage healthcare costs, including essential prescription medications. I used the card responsibly and made monthly payments until I was unexpectedly XXXX XXXX XXXX XXXX XXXX four months ago in XX/XX/year>. Due to my sudden loss of income, I missed a single payment for the month of XX/XX/year>. 

Despite the fact that the CareCredit card includes account protection insurance, my account was locked without prior notice or warning. This action effectively disabled my ability to use the card at the point of sale - XXXX XXXX. The consequences were immediate and severe. 

On XX/XX/year>, I attempted to use my CareCredit card at XXXX to purchase a prescription XXXX XXXX, which is essential to my health. Missing doses of this medication puts me at serious risk of severe side effects, including XXXX. When the card was declined, I contacted customer service immediately. Rather than assisting me based on the cards intended purpose to cover XXXX needs the representative pressed me to make a minimum payment of {$79.00} to unlock the account. At the moment the available credit on the card was {$520.00}. The amount of purchase was {$130.00}. 

I explained to Synchronys representative that I am currently XXXX, have no available funds, and am not withholding payment out of neglect, but out of financial hardship. I reiterated that the card has insurance protection, which should be activated in such circumstances. The representative insisted that the card would remain locked until I made a payment. 

I believe this action constitutes negligence and bad faith, as it completely undermines the cards stated purpose : to support access to healthcare and wellness services. Furthermore, denying access to healthcare due to a single missed payment especially when insurance coverage is in place is reckless and dangerous. I am gravely concerned not only for myself but for others who may find themselves in similar or worse conditions, such as needing XXXX XXXX XXXX XXXX 

This situation has put my health and safety at immediate risk, and it is unacceptable that a financial institution is allowed to cut off essential services in this way especially when there is known insurance protection and a record of good faith usage prior to financial hardship. 

I respectfully request that this matter be investigated thoroughly. Synchrony Bank should be held accountable for : Locking the card without prior notice or due consideration of the accounts insurance coverage. 
Withholding access to healthcare services for vulnerable individuals. 
Using pressure tactics to extract payment from someone in financial crisis, rather than activating the protections that are supposedly built into the account. 

Please confirm receipt of this complaint. I am available to provide any documentation or details as needed. 

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