Consumer complaint received 2026-05-19 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: PA

Complaint narrative:
I am submitting this complaint against CareCredit, issued by Synchrony Bank, regarding an unauthorized modification to my account and their repeated failure to act on my reports of fraud. On XX/XX/2025, an unauthorized change was made to my CareCredit account online specifically, a financial hardship program was enrolled without my knowledge or consent. I did not initiate this change, nor did I authorize anyone to modify my account terms. I believe this was done by a third party who impersonated me through the online portal without my permission. I began contacting CareCredit in XX/XX/2025 to report this unauthorized activity. I called multiple times over the following months, each time reporting that a change had been made to my account without my authorization. Despite these repeated contacts, CareCredit never informed me that I could request a formal dispute or investigation. It was only after conducting my own independent research that I learned I had this right. I formally requested an investigation for the first time in XX/XX/2025. When I called to follow up on that investigation, I was told CareCredit could not discuss the status of the investigation with me. I then requested a second investigation specifically to ensure that recordings of my prior calls in which I repeatedly reported the unauthorized activity are pulled and included as part of the record. As a direct result of the unauthorized hardship enrollment, my account incurred late payments and returned payments due to insufficient funds negative credit consequences I would not have faced had CareCredit acted promptly on my reports. I am requesting the following : A full investigation into the XX/XX/2025 online account modification, including review of the IP address, device used, and identity verification method applied Retrieval and review of all recorded calls I made to CareCredit beginning in XX/XX/2025 reporting this unauthorized activity Removal of all negative credit reporting resulting from the unauthorized hardship enrollment and its consequences A written response detailing CareCredit 's findings and all corrective action taken CareCredit 's conduct including failure to open a dispute upon multiple reports, failure to inform me of my right to dispute, and refusal to provide investigation status may constitute violations of the Fair Credit Reporting Act ( FCRA ) and the Consumer Financial Protection Act. I respectfully ask the CFPB to investigate and ensure this matter is resolved promptly. Additional data as of XXXX information submitted, call records to the organization, and other data verified with representatives have subsequently been redacted or removed from the record per supervisors and account managers.

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