Consumer complaint received 2025-06-17 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: NY

Complaint narrative:
CareCredit / Synchrony Bank Summary of the Issue : I am filing this complaint regarding a {$4500.00} charge applied to my CareCredit account for services rendered by XXXX ( XXXX XXXX XXXX ) in XXXX XXXX The services were coercively billed, in part not rendered, and in several instances inconsistent with the medical records provided. CareCredit has mishandled my dispute process across two separate disputes; providing no explanation for the initial denial, ignoring detailed evidence of unethical billing practices, and blocking my ability to fully present my case. 

Timeline of Events : XX/XX/XXXX I submitted my initial dispute regarding the XXXX charge. 

XX/XX/XXXX I received an email stating my dispute had been denied, and that I would receive a written explanation. I never received that explanation by email or mail. 

XX/XX/XXXX I called CareCredit and initiated a second dispute, informing them I never received the first denial explanation and wanted to submit new documentation and concerns. I specifically explained that I was previously unable to submit a critical bundled file of medical records and the hospital invoice due to the file size limitation of their upload system. I asked for an alternate method ( email, mail, or fax ), but they did not assist or follow up. 

XX/XX/XXXX I submitted my second dispute letter, detailing additional concerns and new supporting information. 

XX/XX/XXXX I received confirmation via email that CareCredit had received my documentation. 

XX/XX/XXXX I was notified via email that my dispute was denied again. 

XX/XX/XXXX I received their resolution letter, which was a generic denial stating only that I signed an invoice, with no response to the substance of my complaint. This second denial occurred over a month before the estimated review window end of XX/XX/XXXX, which I was originally told to expect. 

Substance of My Dispute : In my second dispute, I provided detailed evidence of fraudulent and coercive billing practices by XXXX, including : Excessive XXXX  charges for time my pet was not in XXXX. 

Billing for unrendered services, including some itemized before I had even arrived at the facility. 

Unjustified diagnostic testing despite the treatment plan being strictly comfort care. 

Coercive billing tactics and forced euthanasia ; I was pressured into making the decision to euthanize my pet, including being told I would incur more charges if I continued care. 

Questionable consultation fees beacuse of a referal from unqualified personnel. 

Documented timeline discrepancies between billed services and actual care records.

Excessive charges totaling over {$13000.00} for comfort-only care, which is predatory and disproportionate.

CareCredits response completely ignored these points. Their only justification was that I signed a general invoice, which does not address the nature, quality, or accuracy of the services billed. 

Procedural Failures by CareCredit : They never provided an explanation for the denial of my first dispute, despite promising one. 

During my second dispute, they refused to assist when I told them I was unable to upload the most important document due to file size limitations. 

They prematurely closed the second dispute a full month before their stated XX/XX/XXXX review deadline. 

Their final letter was a generic denial and failed to respond to the seven documented points I raised about billing fraud, coercion, and ethical misconduct. 

* * The Bulk documents for the billing and medical chart that I could not originally upload are attached below

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