Consumer complaint received 2025-10-07 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:
Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX  XXXX DC XXXX Subject : Formal Complaint Regarding Synchrony Bank CareCredit Account ( Ending in XXXX ) Ongoing Billing and Dispute Issues Dear CFPB Representative, I am writing to request your assistance with an unresolved billing dispute involving Synchrony Bank XXXX CareCredit ) and a dental provider that improperly billed both my insurance and me. Despite multiple attempts to resolve this matter directly with Synchrony Bank, including formal disputes and several phone calls, the issue remains unresolved and continues to negatively impact me financially. 

On XX/XX/year>, my CareCredit statement for account ending in XXXX reflected several credits and adjustments, including : Interest Charge Purchases Refund {$120.00} Interest Charge Purchases Refund {$560.00} Interest Charge Purchases Refund {$600.00} Balance Adjustment {$7200.00} Refund Check {$6000.00} While I did receive the refund check for {$6000.00}, I never received the remaining {$1500.00} in credits and adjustments ( {$120.00} + {$560.00} + {$600.00} + the balance difference from the {$7200.00} adjustment ). 

I contacted Synchrony Banks customer service on XX/XX/year> ( XXXX XXXX  ) and again on XX/XX/year> ( XXXX XXXX  ), spending significant time explaining the issue to representatives and supervisors. Despite these efforts, the missing funds have not been refunded or properly accounted for. 

Additionally, this situation stems from improper billing by my dental provider, who balance billed me after already charging my medical insurance. This resulted in duplicate billing my insurance was charged, medical was charged and I was also billed personally for the same services. When I discovered this, I promptly contacted Synchrony Bank to dispute the charges, but my repeated redisputes have not been handled properly under the Fair Credit Billing Act ( FCBA ) and Regulation Z.

I am requesting that the CFPB investigate Synchrony Banks handling of my disputes, as well as the dental providers billing practices, to determine whether there have been violations of consumer protection or insurance billing laws. Specifically, Synchrony Bank should be required to : Provide full documentation showing when and how the disputed credits were applied or refunded ; and Issue the missing refund of {$1500.00} immediately if the credits were never applied.

As required by law, Synchrony Bank must investigate this matter and provide a written response within XXXX  days. To date, they have failed to provide a clear resolution or explanation.

Please let me know if you require supporting documentation, such as my billing statements, dispute letters, or communications with Synchrony Bank and the dental provider. I will provide them promptly upon request. 

Thank you for your attention and assistance in this matter. I appreciate your help in ensuring that both Synchrony Bank and the dental provider are held accountable for their handling of my billing and disputes. 

Sincerely,

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