Consumer complaint received 2024-04-01 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: SYNCHRONY FINANCIAL
State: MD

Complaint narrative:
I am writing to file a formal complaint regarding fraudulent charges made by XXXX XXXX XXXX XXXX XXXX and the mishandling of the case by Synchrony Bank , involving my CareCredit account. 

In XX/XX/XXXX, I visited XXXX XXXX XXXX XXXX XXXX for a medical procedure consultation. During the visit, they requested permission to submit an application to XXXX on my behalf to assess my eligibility for financing the procedure. I consented to this request. Subsequently, prior to my departure from the doctor 's office, they attempted to coerce me into paying 30 % of the procedure cost upfront. I expressed my need for time to consider the matter and indicated that I would revert with a decision. Despite this, I was contacted by the doctor 's office XXXX days later, offering a substantial {$3000.00} discount if I scheduled the procedure for the following Friday. However, due to unavailability, the appointment was rescheduled for XX/XX/XXXX, a date to which I acquiesced.

To my surprise, I later received communication from CareCredit/Synchrony Bank indicating that {$10000.00} had been charged to my account, with the first payment due in XX/XX/XXXX. Alarmed by this, I immediately sought clarification from XXXX XXXX XXXX XXXX XXXX XXXX XXXX unauthorized charge. I emphasized that no services had been rendered, and furthermore, I had requested the appointment cancellation within XXXX hours of scheduling. In response, XXXX XXXX XXXX XXXX XXXX informed me that only {$7000.00} would be refunded, citing {$3000.00} as nonrefundable.

In light of the fraudulent nature of the charge, I promptly contacted Synchrony Bank to dispute the transaction and communicated that I had not consented to the {$10000.00} charge. Despite my repeated attempts to clarify the situation and provide evidence supporting my claim, including requesting copies of documents purportedly submitted by XXXX XXXX XXXX XXXX XXXX , Synchrony Bank concluded their investigation in favor of the doctor without me being informed. Moreover, I was not notified of my right to appeal their decision, a fact I discovered only later. 

On XX/XX/XXXX, after persistent attempts to fax information to Synchrony Bankfruitless due to technical issues on their partI submitted a formal appeal letter via mail. Despite this, I received no acknowledgment or response from the bank. Subsequently, in XX/XX/XXXX, I was informed of the impending first payment of the {$10000.00}, despite never having received any correspondence from Synchrony Bank regarding the case. 

It is my understanding that a medical professional is not permitted to charge for services not rendered. Consequently, the refusal of XXXX XXXX XXXX XXXX XXXX to refund the full amount and the failure of Synchrony Bank to address the fraudulent charge adequately are deeply concerning. The lack of transparency, communication, and due process in handling this matter is unacceptable.

I am requesting that the Consumer Financial Protection Bureau investigate this case thoroughly and take appropriate action to rectify the fraudulent charge and the mishandling of the case by Synchrony Bank. Additionally, I seek a resolution that ensures the full refund of the {$10000.00} charge to my CareCredit account.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.

Sincerely,

Company response to consumer: Closed with monetary relief