Consumer complaint received 2025-11-02 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: CA

Complaint narrative:
I attended a FREE XXXX CONSULTATION as advertised. I already had an existing implant that needed removal first. I met with an office staff member and another dental professional IN PERSON NOT XXXX XXXX XXXX. 


XXXX XXXX XXXX only briefly spoke on the speaker phone. He did NOT explain treatment, and did NOT obtain my consent. 

I was quoted a {$10000.00} treatment plan. I signed a paper acknowledging that a {$590.00} PLANNING FEE could apply ONLY IF TREATMENT BEGAN. I NEVER AGREED TO PAY {$10000.00} UP FRONT. I was told I was APPLYING FOR {$10000.00} CREDIT APPROVAL, NOT being charged for treatment. 

NO TREATMENT WAS PERFORMED. No XXXX removal, no XXXX, no imaging, and NO CT SCAN. I was instructed to GET MY CT SCAN AT AN OUTSIDE IMAGING CENTER AND PAY THEM DIRECTLY. Without a CT scan, IT IS CLINICALLY IMPOSSIBLE to plan an XXXX or order custom parts. XXXX TREATMENT CAN NOT BE PLANNED WITHOUT CT SCANS FIRST. 

Despite this, the office took impressions IMMEDIATELY after I signed. IMPRESSIONS BEFORE CT SCANS HAVE NO CLINICAL PURPOSE IN XXXX XXXX and appeared done only to create a false appearance of treatment. No planning, parts, or services were provided. 

The XXXX was scheduled for 30 days later. I CANCELLED IN PERSON APPROX. XXXX HOURS AFTER THE CONSULTATION. THE OFFICE NEVER DISCLOSED ANY CANCELLATION POLICY. I believed I had a reasonable XXXX right to cancel, and I cancelled IMMEDIATELY once I reconsidered. 

The provider CHARGED MY CARECREDIT ACCOUNT {$10000.00} WITHOUT MY KNOWLEDGE OR CONSENT. I did NOT authorize a treatment charge. I believed the application was only for credit approval. 

I disputed the charge. I requested proof of my authorization, proof of treatment, and proof of ordered materials. NONE WAS PROVIDED. 

CareCredit denied the dispute and relied ONLY on a statement from XXXX XXXX XXXX, who WAS NOT PRESENT, DID NOT MEET ME, DID NOT OBTAIN MY SIGNATURE OR CONSENT, and DID NOT WITNESS ANY DISCUSSION. His statements are NOT BASED ON FIRSTHAND KNOWLEDGE. CareCredit NEVER CONTACTED ME FOR EVIDENCE, NEVER VERIFIED WHETHER TREATMENT OCCURRED, and DID NOT REVIEW THE FACT THAT NO CT SCAN OR SERVICES WERE PERFORMED. 

This was an UNAUTHORIZED FULL TREATMENT CHARGE BEFORE SERVICES, without informed consent, and without proper disclosure. This violates FAIR CREDIT BILLING ACT protections. I am requesting a full reversal of the unauthorized {$10000.00} charge and confirmation that NO NEGATIVE CREDIT REPORTING, ACCOUNT CLOSURE, OR DEROGATORY MARKS occur as a result of my valid dispute. 

In addition to refunding the unauthorized {$10000.00} charge, I request that the CFPB forward this matter for review of the dental practices conduct and billing practices, including the use of CareCredit to charge patients before services and without informed consent. This appears to be a pattern of deceptive medical financing behavior, and I ask that the practice be reviewed to prevent this happening to other consumers.

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