Consumer complaint received 2026-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
SUPPLEMENTAL STATEMENT OF FACTS Account Ending in XXXX Cardholder : XXXX XXXX This supplemental statement is submitted to provide additional clarification regarding my CareCredit dispute related to a neuropathy treatment plan provided by XXXX XXXX / XXXX XXXX. XXXX. Clarification of Dispute Timeline In XX/XX/XXXX, I contacted CareCredit to dispute {$3700.00} in charges after being unable to reach a resolution directly with the provider. I was informed by a CareCredit representative that because the provider had already issued a partial refund of {$1200.00}, only the remaining {$3700.00} could be disputed. That dispute was later approved in my favor. In XX/XX/XXXX, after continuing to receive payment notices, I was informed that an additional balance of approximately {$1200.00} had not been included in the original dispute. I was advised to open a XX/XX/XXXX dispute to address the remaining balance. This supplemental statement clarifies that my intent was always to dispute the entire remaining balance, and that the segmentation of disputes occurred based on CareCredits instructions. XXXX. Medical Basis for Discontinuing Treatment I began treatment with XXXX XXXX in XX/XX/XXXX for neuropathy-like symptoms. I was sold a neuropathy treatment plan costing nearly {$8000.00}, which included supplements, creams, a red-light device, and a nerve-stimulation device ( XXXX ). I was never provided an itemized invoice for these items prior to payment. During treatment, I sought evaluation from additional medical professionals, including a functional XX/XX/XXXX, pain management XXXX, and XX/XX/XXXX. A repeat nerve conduction study confirmed normal nerve conduction and no evidence of peripheral neuropathy or nerve damage. I notified XXXX XXXX office of these findings and provided the medical report. Despite this, the provider continued to assert that I had neuropathy and encouraged continuation of treatment. XXXX. Reasons Treatment Could Not Be Completed I discontinued treatment for medically necessary reasons, including : TheXX/XX/XXXXdevice caused significant pain Supplements contained ingredients contraindicated based on genetic testing Objective testing confirmed no neuropathy, making neuropathy-specific treatment medically inappropriate I continued seeking medical care during this time, including imaging and XXXX evaluations. Any gaps in communication were due to ongoing medical appointments and family responsibilities, not abandonment of care. XXXX. Services Not as Described The services and equipment were sold as treatment for neuropathy, yet objective neurologic testing confirmed that I do not have neuropathy. As a result : The services provided were not as described or represented The equipment was not medically appropriate or usable for its intended purpose The providers claim that the full care plan was completed is inaccurate XXXX. No Signed Return or Refund Policy The provider claims I signed a form stating equipment could not be returned or refunded. No such document exists, and none was provided to CareCredit. The only signed documents were a CareCredit financing slip and a handwritten treatment worksheet, neither of which contain any return or refund policy. Summary I acted in good faith at all times, attempted to resolve concerns directly, and discontinued treatment only after learning that it was medically inappropriate and caused harm. This dispute is not based on a product quality defect, but on services not being provided as described, supported by new, objective medical evidence.

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