Consumer complaint received 2025-08-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: SYNCHRONY FINANCIAL
State: UT

Complaint narrative:
My XXXX XXXX XXXX XXXX XXXX XXXXast year which is why I got the Synchrony CareCredit card. The merchant, XXXX, charged me {$4000.00} on XX/XX/XXXX at the beginning of my dog 's emergency overnight hospital visit and put that amount on the CareCredit promo ( ie no interest charged as long as I make minimum payment and pay off the balance in full before the promo term expired, those promo terms are between 6 months, 12 months, and 18 months usually ). As is routine, XXXX refunded me the balance that was not used, on XX/XX/XXXX in the amount of {$1300.00}. 

On XX/XX/XXXX, I called Synchrony to have the merchant refund applied to the promo balance, as I usually did after previous emergency vet visits ; Synchrony 's call rep applied the merchant refund to the promo balance, but then also charged my card {$1300.00} and created a fake separate promo in the amount of {$1300.00} with no expiration. It takes several billing cycles usually to see these, so when I found out, I called Synchrony to correct their mistake. After several phone calls and also sending over the merchant 's statement of transaction to prove it as part of the dispute I'd filed, they finally issued me a credit of {$1300.00} since that was not a legitimate charge ( was not even tied to merchant transaction ), but they have yet to apply that credit correction to net out the fake {$1300.00} promo balance. I have called and spoken with CareCredit at least XXXX times in XXXX, they've opened multiple disputes and appeals that have gone nowhere to finish correcting the issue even though they've agreed multiple times that they will net out the fake promo " in the next 1-2 billing cycles ''. So now I have {$1300.00} counting against my card balance still, and I actually need to use the card for medical expenses soon and it's taken so long to resolve that it now impacts me severely financially. 

Timeline : XX/XX/XXXX : First transaction was {$4000.00} charged by merchanXXXX XXXX XXXX CareCredit card promo in same amount XX/XX/XXXX : Second transaction was {$1300.00} refunded by merchant XXXX XX/XX/XXXX : ( a ) {$1300.00} merchant refund was applied by Synchrony to the {$4000.00} promo ( b ) Synchrony rep also created a fake separate promo of {$1300.00} and charged my card in the amount of {$1300.00} ( now a 3rd transaction on the card, but not tied to a merchant transaction ) ( c ) After many phone calls, Synchrony finally issued me a credit of {$1300.00} ( 4th transaction ) and backdated it to XX/XX/XXXX ; but still has yet to use that credit correction to net out their fake promo of {$1300.00} Manager 's supervisors have agreed with me many times on the phone after actually reading the notes on my account, one even wrote a summary to make it easier. Apparently the reps can't fix it, the " backend office '' has to, and the backend office has sent the same letter multiple times saying they need info from me to do it but didn't provide any specific info request, I've called in promptly ( within same day or wthin a few days ), but then they sent a letter at least twice saying they closed my issue due to non response from me, it's infuriating. The last time this happened, a rep was able to get details about the info they requested, and I had to fax it in to them on XX/XX/XXXX because their online portal to upload this is no longer an available feature ; I called afterward Synchrony confirmed my fax was received. 

Note : I have paid every single monthly payment on time, as well as all of the promo balances before expiration. At some point in the next few months, the monthly payments are going to be applied to the fake promo, and then I'd have to fight to get money back for the fake charge- please help me get this resolved before then, and ideally sooner in next 1-2 weeks so i can use it for necessary upcoming medical expenses. 


However, this still isn't resolved - while the {$1300.00} incorrectly charged by Synchrony was credit.

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