Consumer complaint received 2025-06-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: SYNCHRONY FINANCIAL
State: NH

Complaint narrative:
My fiance and I first got CareCredit card in XXXX of XXXX when her cat began displaying cardiac issues at the Emergency vet and I was approved for a CareCredit card to help pay for the emergency visit and we used it at the vet clinic that she works at. We also used the CareCredit card for our puppy that we got that same year for the check ups and visits after that. We were able to pay the balances on time for the next two years and make on time payments for the uses. The balance was $ XXXX XXXX XXXX XXXX XXXX we used the CareCredit card at the vet clinic for a visit that was in the past for the amount of {$400.00} and my fiance used the card at the dentist office on XX/XX/XXXX for {$300.00} which brought the total amount up to {$6200.00}. We did accumulate some interest as we werent able to make full payments to pay off the balances but we were able to make the minimum payments which both her card and my card were accepted and we were able to make payments through the app perfectly fine. On XX/XX/XXXX my fiance and I decided that we wanted to pay off the balance that was owed but was going to continue to use the card. The payment was done through the CareCredit app and was accepted at which I got a notification from the app that it was paid. It took a couple of days for the balance to drop on the app and when looking at the statement for that date it stated thank you for your payment. My fiance stated that the money did get pulled from her account and about 7 days after the payment the money was placed back into her account at which I didnt receive a phone call as to why. I was also charged a late fee which brought the total up to {$6400.00} on XX/XX/XXXX as that was supposed to be the date our payment was due. I then called CareCredit to speak to a representative on XX/XX/XXXX at which the first person I tried to speak to hung up on me. I then called back around XXXX in the morning the same day and spoke to a representative to ask why the payment was rejected at which the representative didnt really want to listen to what I had to say and was telling me it was an issue with my fiances account. The representative was pushing me to get off the phone without researching as to what happened. I then texted my fiance at which she called her debit card company along with looking at her account to confirm that there was sufficient funds in the account. The debit card company also verified that CareCredit denied the payment. My fiance tried to pay off the balance for a second time on XX/XX/XXXX for {$3000.00} to see if the payment amount was the issue and it was pulled from her account and then returned back to the account and with a {$30.00} returned payment fee added on along with an interest charge of {$110.00} for purchases. I called CareCredit on XX/XX/XXXX to speak again with a representative at which this time I spoke to a manager although cant remember their name and asked as to why the payment was denied. The manager stated that it was due to insufficient funds in the account which I did explain to the manager that there was definitely enough funds in there to cover the balance and on top of the rejection of the payment they added a late fee twice. I was very upset at this point as I felt that they were being fraudulent as my fiance did speak to her debit card carrier and the carrier stated that CareCredit rejected the payments. I brought that up to the manager which they didnt want to provide a way to fix this. My fiance tried calling the same way to pay over the phone at which they wouldnt let her do so because she wasnt a manager of the account even though I called a couple months after getting the account in XXXX to have her made a manager of the account. They also werent notifying of things via email until after my fiance stated to them we werent notified of the denied payments and they were supposed to reach out to me the day she called to ask if I gave her permission to make the payment on the balance. THey closed the account the same day as well. Now I am getting spammed with emails every day to try and fix the issue with the balance that is owed and I have a collection company calling to collect the debt is owed and this is affecting my credit score to the point I cant go through the process to buy a house because of this.

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 non-monetary relief