Consumer complaint received 2025-01-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: SYNCHRONY FINANCIAL
State: WI

Complaint narrative:
A few months ago I received notice that my carecredit card would be discontinued if I did not use if by XX/XX/XXXX. I attempted to use the card to purchase items priced about {$450.00} total or more at Walmart in XX/XX/XXXX and immediately the card was declined by card issuer. I was shocked because the card has a {$1000.00} limit. I telephoned customer service and verified my credentials and updated my new mailing address and was told I could proceed with the purchase at Walmart again the card was declined. This was a major embarrassment in front of the other customers. I called the merchant back spoke with a manager who promised me the card was good to use. I then retried to purchase the items and was again declined which made this 3 or 4 attempts the same day at Walmart. I left the store embarrassed and without the items of need. I then reached back out to carecredit and the representative assured me I could use the card to purchase. I went to Walgreens this time and tried to buy wellness items and was again denied and declined. I called back and spoke with a carecredit rep who this time suggested I completed a fraud verification sent to my email. Once I got home I tried to complete the verification with video and copy of my government drivers license but the info failed several times. I was then sent an email by carecredit to complete the verification via mail. I was instructed to send proof of my address such as a lease and other items like mail with my current address, ssn card and government ID. I mailed these items to the address provided in Florida. This was done two weeks ago. I called carecredit yesterday to get a status update. I called around noon my time. Spoke with the rep who verified that the verification info I mailed had been received and the flag for fraud alert was being lifted and removed from my account. He asked me to hold briefly while this was being initiated. He returned to the call to advise there were no restrictions on the card and it was good to use immediately. I asked him again to reassure me and he Reiterated that I could use the card immediately. The evening I returned to Walmart to purchase glasses and the card was again declined. I called and spoke with a carecredit rep who was rude and obnoxious in her response and said my verification was not received and that they had no record of anything and even if they did they would still have me wait 14 days after?! To which I asked why would your reps tell me differently? This is the most inept experience I have ever faced. I do not want my card to be revoked due to not using it but they are not allowing me to use the card and I have a balance and valid uses for purchases. The rep then responded matter if factory that they did not have my information without apologies or any attempt to reassure me there would be any resolve.

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