Consumer complaint received 2026-02-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: NJ

Complaint narrative:
b"Care Credit is a card for medical and veterinary use.  I have been making payments and not using the card and the balance never goes down even if I pay more than the minimum.  I chatted with customer service and this is what I found out.  I will copy and paste it below. They have been charging me a XXXX  dollar security fee since XXXX  which comes out to XXXX  plus high interest.  It's in case I loose my job.  I am XXXX  I wouldn't sign up for that so you think they would give me that money back?  Of course not.  That's half the balance.  This is why we are all struggling.\nChat with CareCredit Customer Service\XXXX XXXXHi, Im XXXX, Synchrony's virtual assistant! Just so you know, this chat may be monitored and recorded for quality purposes.\nFor your convenience, our site has been updated to offer you even more features than before. You won't need access to our old Consumer Center site going forward.\nHow can I help you?\nHow to Ask Sydney Questions\n \nThank you for logging in.\ni HAVE BEEN PAYING FOR MONTHS SOMETIMES XXXX AND THE OWED AMOUNT DOESN'T DROP. SOMETHING ISN'T RIGHT\n \nI can give you some information on payments. Can you be more specific so I can better help you? You can also select a relevant link below:\nMake a PaymentWhen is my Due DatePayment Options\nMY BALANCE NEVER CHANGES DESPITE PAYING AND NOT USING THE CARD\n \nI can give you some information on balance with the links below. Or you can try rephrasing your question.\nWhat is my XXXX  Current BalanceDifference Between Statement Balance and Current BalanceWhen does Available Credit Update\nSOMEONE NEEDS TO EXPLAIN WHY THE BALANCE MONTH TO MONTH NEVER CHANGES\n \nI am sorry, but I think you may be looking for more detailed information than I have. Select the link below to connect with a live chat agent.XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXConnect to Live ChaXXXX XXXX XXXX XXXX XXXXConnected to Live Chat\nCustomer Service Representative: XXXX XXXX XXXXWelcome to CareCredit Credit Card Live Chat. Your chat will be monitored and recorded for quality purposes. A chat agent will be with you momentarily.\nB\nYour chat reference number for this session is XXXX XXXXnYou are now connected to a live associate.\nM\nHello, my name is XXXX  . I'm your live chat representative. Thank you for using Synchrony Chat.\nM\nNice to meet you, XXXX. I assure you that I will do my best to help you.\nHELLO XXXX, I DON'T USE MY CC CARD AND I HAVE BEEN PAYING SOMETIMES XXXX XXXX OR JUST MINUMUM AND THE BALANCE NEVER CHANGES\nM\nI see Previous Balance XXXX XXXX Monthly card security fee XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  = New Balance XXXX\nIT HAS BEEN XXXX FOR A WHILE NOW\nWHAT IS THIS SECURITY FEE\nM\nXXXX XXXX  is an optional debt cancellation program that can pay the account balance up to $XXXX  in cases of hospitalization, involuntary job loss and other covered events. We have a dedicated payment security team available to assist you with any questions regarding enrollment, cancellations, or other payment security related matters. To cancel XXXX XXXX at any point of time please call us on the phone. The phone number for the XXXX XXXX department is XXXX XXXX XXXX They are available from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Unfortunately, this team is only available on phone.\nI DIDN'T ENROLL IN IT\nI AM XXXX XXXX\nM\nI really wish I had an option to help with the card security fee as this team is not available on chat however you can reach out to this team on above numner.\nM\nnumber\nM\nI apologize for the inconvenience this may have caused.\nCUSTOMER SERVICE HAS NO IDEA WHEN IT WAS SNUCK ON OUR CARDS\nM\nI see the fee was first charged when first statement generated on XXXX

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