Consumer complaint received 2026-03-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: NC

Complaint narrative:
CFPB Complaint Follow Up / Rebuttal REFERENCE # CFPB Complaint ID : XXXX Issue : Failure to timely remit overpayment refund ; improper stop payment ; misleading communications ; lack of reasonable care and diligence Summary of the Issue CareCredit failed to timely remit a valid overpayment refund of {$400.00}, repeatedly provided inaccurate or misleading information regarding the status and delivery method of the refund, and unilaterally stopped a refund check after it had already been received, without contacting me. This has resulted in nearly three months of delay, excessive consumer burden, and potential financial harm. Chronology of Events ( Documented ) XX/XX/XXXX I requested a refund of my account overpayment in the amount of {$400.00}. I was advised the check would be sent by regular mail and should arrive by XX/XX/XXXX. XX/XX/XXXX I followed up after the check did not arrive. CareCredit confirmed the mailing address was correct and confirmed the check had been issued. I was advised to wait longer. XX/XX/XXXX I contacted CareCredit again and spoke with XXXX. I requested the refund be overnighted. I was told this would take 35 business days. XX/XX/XXXX I spoke with a supervisor, XXXX, who confirmed an order existed but had no update. I was told another order was placed, that XXXX was working on it, and I would receive an update within 72 hours. XX/XX/XXXX I spoke with supervisor XXXX, who stated the request had been submitted and that I should call back in two business days for a tracking number. XX/XX/XXXX ( XXXX XXXX ) I spent over one hour on the phone being transferred among multiple representatives, many claiming to be account managers outside the U.S. o XXXX stated there was a XXXX request but no tracking number. o I was transferred repeatedly ( XXXX XXXX XXXX XXXX. XX/XX/XXXX ( XXXX XXXX ) I called back and requested a U.S.-based supervisor. I spoke with XXXX, who was condescending, stated my name was not on the XXXX refund list, and advised the only option was to stop pay and reissue the checkstarting the process over again. XX/XX/XXXX I received notice from the CFPB that CareCredit was reviewing the complaint. Minutes later, I received refund check # XXXX, dated XX/XX/XXXX, sent by regular mail, contradicting prior representations. XX/XX/XXXX ( later that day ) I contacted CareCredit and spoke with XXXX, who confirmed : o Check # XXXX had already been stopped, despite having been delivered. o A new check # XXXX was issued on XX/XX/XXXX, again by regular mail, with an estimated 710 business day delivery time. Key Failures and Concerns XXXX. Misrepresentation of delivery method I was repeatedly told the refund would be overnighted or sent via XXXX. It was not. XXXX. Unilateral stop payment without consumer contact CareCredit stopped check # XXXX after it was received, without confirming receipt or asking whether I wished to wait. XXXX. Repeated reissuance via regular mail Despite two prior non deliveries, CareCredit continued using untracked regular mail. XXXX. Excessive consumer burden I have spent over four hours on the phone attempting to resolve a straightforward refund. XXXX. CFPB process abuse The timing of the mailed check immediately after CFPB acknowledgment strongly suggests an attempt to meet SLA requirements rather than resolve the issue. XXXX. Potential financial harm Stopping a delivered refund check without notice exposed me to possible financial consequences through no fault of my own.

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