Consumer complaint received 2025-11-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Unexpected increase in interest rate
Company: SYNCHRONY FINANCIAL
State: NY

Complaint narrative:
I am writing to formally dispute an interest charge of approximately {$2900.00} recently added to my CareCredit account for dental services received at XXXX XXXX. I paid for my orthodontic treatment through CareCredit, and at no time, verbally or in writing, was I informed that my account was placed under any special or deferred-interest plan requiring full payment within a certain time frame. 

When I contacted CareCredit regarding this unexpected charge, both the customer service representative and manager informed me that I should have read my statement and that nothing could be done. This response was extremely disappointing, as I was never provided clear information or disclosures about any deferred-interest terms at the time of the transaction. 

Upon reviewing my signed XXXX XXXX contract ( attached ), there is no mention of any promotional or deferred-interest payment terms. All documentation reflects a standard payment authorization through CareCredit without reference to a payoff deadline or deferred interest clause. Under the Truth in Lending Act ( TILA ), lenders are required to clearly disclose all finance terms, and this lack of disclosure constitutes a violation of federal lending standards. 

After already paying an additional {$450.00} to extend my procedure, I was never informed that this amount would also be considered part of a promotional or special plan. Only when I called to inquire about the {$2900.00} interest charge was I told that the {$450.00} extension payment was also on a special promotion, something I was never advised of. Had I known, I would have ensured that the balance was cleared before any promotional period ended. 

This issue has caused me significant financial and emotional distress. The sudden {$2900.00} balance increase has led to a noticeable drop in my credit score, affecting my relationships with other financial institutions and credit accounts. Additionally, the stress from this experience has negatively impacted my health, with my XXXX XXXX recently measuring at XXXX. These consequences underscore the serious harm resulting from CareCredits failure to properly disclose payment terms. 

I have since discovered that many other CareCredit customers have experienced similar issues, where interest was retroactively applied without proper notice. This pattern of conduct appears deceptive and contrary to fair billing practices. In fact, the Consumer Financial Protection Bureau ( CFPB ) previously issued an enforcement order against CareCredit in XX/XX/year> for deceptive promotional financing practices. 

Accordingly, I request that CareCredit conduct a formal review under the Fair Credit Billing Act ( FCBA ) and remove the {$2900.00} interest charge from my account. Please provide documentation proving that I was ever notified or agreed to these deferred-interest terms. Until this matter is resolved, I request that the disputed amount be placed in forbearance and not accrue further interest. 

I have filed a formal complaint with the Consumer Financial Protection Bureau and the New York State Attorney Generals Consumer Frauds Bureau. Copies of those complaints, as well as my original XXXX XXXX  contract, are enclosed. 

Thank you for your prompt attention and written confirmation of receipt of this dispute. I look forward to your response and resolution.

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