Consumer complaint received 2024-10-23 00:00:00
Product: Credit card — Store credit card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: SYNCHRONY FINANCIAL
State: MI

Complaint narrative:
I opened my Care credit account for the purpose of taking care of medical bills and medical fees. Purchases were supposed to be interest free until the promotional balance expired- if there was an expiration on those purchases. CareCredit has not been forthright with payments I made to them I've made multiple payments within the same month sometimes over the course of my account opening. Those payments were to be made towards the promotional balance on my account. The website does not allow consumers to pay towards those promotional balances and it is an inconvenience to call customer service to do so when there is a website available. Upon calling an agent, the services do not allow you pay towards promotional balances either, you must be routed to a customer service agent. I also noticed on my personal profile on the website all of the promotional balances are not listed. Rather they are expired, or terminated. The payments that I've made over the course of a year were supposed to be applied to the promotional balances specific to the listed dates. I applied for those credits to be applied over the phone today. Had those payments I made towards the promotional balance been applied I would not have been charged the high interest rates that exceed the balance on the promotion owed. CareCredit has been decitful in their tactics on listing all promotional balances and I want my card payment security fees waived for the course of the contract term if my application is not approved. There is no point of being charged for a service that was not utilized and therefore should not reflect in the rates and charges on my account- regardless to the terms and conditions, the practice is unjust especially when it effects the balance on the account. The promotional balance does show up on the statements but it does not show on the websites mobile or desktop. The agent could not explain why or rectify the issue. This has caused the card to be over the limit and it is effecting my credit score. Had the payments been applied to the promotional balance the interest on the promo balance wouldn't be so high ; resulting in me being entrapped with high interest rates.

I filed a complaint with the consumers protection bureau in hopes to solve this issue. The company responded but has refused to rectify the situation. Over the course of several months the company claimed to had made payments on my behalf ; the payments made were not applied to the principal balance- resulting in the account total amount due still being high not much difference than when I initially applied for the XXXX to cover the cost of the balance. I am still on medical and documents have been submitted as proof of my XXXX the company is still saying that I owe a bill for this month when I pay for card security to protect me while I'm on a medical XXXX. 

** '' the company '' = Care Credit ''

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 monetary relief