Consumer complaint received 2026-01-30 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: GA

Complaint narrative:
I am filing a complaint regarding CareCredit, issued by Synchrony Bank, for improper handling of disputed charges, failure to conduct a reasonable investigation, lack of required dispute notifications, and unauthorized billing fees. 
Beginning on or about XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>. These are all the dates I disputed the charges and they denied them all. I disputed a charge related to XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX for services not rendered and/or poor quality of services. I filed disputes on multiple dates and made repeated attempts to resolve this matter directly with CareCredit/Synchrony Bank .

Despite these efforts, CareCredit/Synchrony Bank repeatedly denied my dispute. I was informed that the denial was based on the medical center allegedly attempting to resolve my concerns.This was untrue and I provided proof that the facility was lying. The underlying issue that services were not properly rendered and the quality of services was unacceptable. 
I specifically requested that CareCredit/Synchrony Bank follow up on and verify the information provided by the medical center. Instead, Synchrony relied solely on the merchants statements without addressing my evidence or concerns, which does not constitute a reasonable investigation. 
Additionally, disputes I previously filed were later deleted or removed from my account, and I lost access to view them entirely. As a result, I was no longer able to re-dispute or continue the dispute process, effectively preventing me from exercising my consumer rights.

CareCredit/Synchrony Bank also failed to provide any written dispute resolution notices explaining the outcome of my disputes, including how or why the disputes were declined. I never received documentation outlining the results of the investigation, which I understand is required under consumer protection and billing dispute regulations.

After I attempted to re-dispute the charges, CareCredit/Synchrony Bank continued to hold me responsible for the disputed balance and required me to make payments on charges that were still in dispute, refusing to remove or suspend them during the investigation process. 
In addition, CareCredit/Synchrony Bank charged me a {$1.00} paper billing fee, despite the fact that I declined paper billing at the time the account was opened. This fee was unauthorized and added without my consent. 
I believe CareCredit/Synchrony Bank has : Failed to conduct a reasonable investigation of my dispute Improperly denied disputes based solely on the merchants claims Removed or deleted dispute records from my account Prevented me from re-disputing charges Failed to provide required written dispute resolution notices Required payment on charges under active dispute Charged unauthorized paper billing fees I am requesting that : The disputed charges be removed or properly re-investigated in compliance with applicable consumer protection laws All payments, interest, and fees related to the disputed charges be corrected or refunded The unauthorized paper billing fees be refunded Any negative credit reporting related to this matter be corrected CareCredit/Synchrony Bank provide full documentation of all disputes and investigations conducted on my account

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