Consumer complaint received 2025-01-07 00:00:00
Product: Credit card — Store credit 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: CA

Complaint narrative:
I had a dispute opened with Synchrony Bank/Care Credit regarding a {$2000.00} charge from XXXX XXXX XXXX XXXX ; I won the dispute against XXXX XXXX XXXX XXXX on XX/XX/XXXX and CareCredit gave me my money back. 
On XX/XX/XXXX I noticed that there was a new {$2000.00} charge on my CareCredit account that I did not make from XXXX XXXX XXXX . I called CareCredit and asked them about the charge and why it was there and they could not understand why and said the merchant must have charged me fraudulently and recommended that we close my account and open a new one. I agreed because I had no contact with the merchant and did not authorize the purchase of any goods or services.

Then again on XX/XX/XXXX, I noticed another {$2000.00} charge from XXXX XXXX ; I called CareCredit again and asked them about this second charge and they said again that the merchant made the charge to my account, that it was fraud, and that I should close the act. I again agreed to this because I did not authorize the purchase of any goods or services from this merchant.

I was informed in XX/XX/XXXX by CareCredit, that both of my fraud claims were being denied because they didnt consider either charge fraud. I called CareCredit and was told that I should re-file as a dispute and that I only needed to file one claim because the XX/XX/XXXX charge may have been an accounting error. I did this and received another notification from CareCredit on XX/XX/XXXX, that my dispute was not sided in my favor. I was told that I would receive any documentation helping me understand why the dispute was not sided in my favor and to date, I have received nothing despite my repeated requests for the documentation. I had called CareCredit for more information and staff told me that it was not decided in my favor because XXXX XXXX XXXX XXXX sent them paperwork with my signature on it which concerns me, as I had no contact with the merchant since XX/XX/XXXX. Additionally, I already won the XX/XX/XXXX dispute, so the XXXX charge or documentation should not have been considered by Synchrony ( not sure if it was because I havent seen the paperwork ).

I opened up another dispute claim because I did not authorize either charge on XX/XX/XXXX or XX/XX/XXXX and I therefore feel that I am not obligated to pay {$4000.00} on my CareCredit account, however, the dispute was again not cited in my favor for reasons I am unclear about. 

I feel that CareCredit has a very unclear process for making disputes and does not consistently follow their policies on sending follow up paperwork to help the consumer understand their decision-making process. There is also no way to get a hold of the dispute resolution department and so I spent hours on the phone talking to a new customer service rep each time, and explaining my issue and fine that it continues to not be resolved Because I did not authorize either of these charges, it should be a simple dispute case so I am unclear as to why nearly 5 months later I am still trying to dispute the charges.

Additionally, Synchrony Bank should update their accounting practices, as the charges in question were made in XX/XX/XXXX bit show on my account as though they were made in XX/XX/XXXX and XX/XX/XXXX for goods or services. Despite repeated calls to Sychrony Bank, the charges and who made them are not clear.

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 non-monetary relief