Consumer complaint received 2026-02-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
CONSUMER COMPLAINT Filed with the Consumer Financial Protection Bureau XX/XX/XXXX COMPLAINANT Name : XXXX XXXX Address : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Email : XXXX COMPANIES INVOLVED Financial Institution : Synchrony Bank / CareCredit Merchant : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX Product : CareCredit revolving credit card ( issued by Synchrony Bank ) Disputed Amount : {$2400.00} SUMMARY I am filing this complaint against Synchrony Bank ( CareCredit ) regarding a {$2400.00} charge for a medical device from XXXX XXXX XXXX XXXX XXXX The merchant obtained my CareCredit financing during a high-pressure telehealth sales process, then obtained a liability waiver under misleading circumstances, ignored my written cancellation request, manufactured and shipped a product I explicitly asked them not to make, and has been unresponsive to all communications for over two weeks. I am invoking my rights under the Fair Credit Billing Act and the FTC Holder Rule. DETAILED NARRATIVE CareCredit enrollment and purchase. On XX/XX/XXXX, during a sales call with a XXXX XXXX XXXX, I was sold a custom dental sleep appliance for {$2400.00}, financed through CareCredit. The CareCredit application was completed during the sales call. I had been contacted by XXXX multiple times daily since XX/XX/XXXX via text and email, creating urgency to complete each step of the process. Waiver obtained before disclosure. On XX/XX/XXXX, XXXX clinical team identified a dental issue ( missing tooth # XXXX ) affecting the product. XXXX sent me two emails within three minutes : first, a XXXX link to sign a Release and Waiver of Liability ( at XXXX XXXX ) with no explanation ; then, an email explaining two options ( at XXXX XXXX ). I signed the waiver at XXXX XXXXbefore reading the explanatory emailviewing the four-page legal document for only 57 seconds ( per XXXX certificate ). At XXXX XXXX the same day, I replied choosing Option 1 ( work with my dentist first ), effectively revoking the waiver. Merchant ignored cancellation. XXXX ignored my Option 1 election, began manufacturing the device, and shipped it to me despite my objections on XX/XX/XXXX, and XXXX ( including a formal written cancellation on XX/XX/XXXX ). A XXXX representative acknowledged my mistake on XX/XX/XXXX ( No problem! ) and then never followed up. The device was delivered XX/XX/XXXX. It remains unopened. CONCERNS REGARDING CARECREDIT PROVIDER OVERSIGHT This complaint raises provider oversight concerns that echo the issues identified in the CFPBs XXXX enforcement action against CareCredit ( Consent Order XXXX ), in which the CFPB ordered CareCredit to refund {$34.00} million to over one million consumers for deceptive enrollment tactics. Specifically : Enrollment during high-pressure sales process. I applied for CareCredit during a telephone sales call with a XXXX sales representative, not in a clinical setting with a healthcare provider. The XXXX CFPB order found that CareCredit consumers frequently received an inadequate explanation of the terms when enrolled by provider staff. Inadequate provider oversight. XXXX obtained a liability waiver before providing the explanatory email, used a four-page legal document that was reviewed for 57 seconds, and then proceeded with a {$2400.00} charge after I explicitly revoked consent. The XXXX order found that CareCredits limited involvement during the enrollment process and lack of oversight and monitoring allowed this deception to continue. Pattern of complaints. XXXX ( XXXX XXXX ) has received multiple XXXX XXXX XXXX complaints describing the same pattern : aggressive CareCredit-financed sales, then radio silence when consumers attempt to cancel. This suggests a systemic issue with this provider, not an isolated incident. Ongoing regulatory scrutiny. The CFPB issued a Request for Information on medical payment products in XXXX, and Senate investigations ( Senators XXXX, XXXX, XXXX ) found that 23 % of CareCredit transactions were not repaid within promotional periods, with retroactive interest rates of 26.99 %. This complaint falls squarely within the Bureaus ongoing scrutiny of medical credit card practices. REQUESTED ACTION I respectfully request that the CFPB : Forward this complaint to Synchrony Bank/CareCredit and require a response ; Direct Synchrony to open a formal billing dispute investigation, issue a provisional credit, and suspend payment/interest obligations on the disputed amount ; Investigate whether XXXX XXXX is in compliance with CareCredits provider enrollment requirements; Consider this complaint in the context of the Bureaus ongoing review of medical payment products and deferred interest practices. SUPPORTING DOCUMENTATION I am attaching the following documentation : Exhibit A : At-Home Sleep Test Order Confirmation ( # XXXX, {$99.00}, XX/XX/XXXX ) Exhibit B : XXXX XXXX XXXX Order Confirmation ( # XXXX, {$2400.00}, XX/XX/XXXX ) Exhibit C : XXXX waiver signing request email ( XX/XX/XXXX, XXXX XXXX ) no explanatory text Exhibit D : XXXX Treatment or Waiver email thread, including replies choosing Option 1 ( XXXX XXXX, XX/XX/XXXX ) and follow-up ( XX/XX/XXXX ) Exhibit E : Signed Release and Waiver of Liability ( 4 pages ) with XXXX Certificate of Signature XXXX XXXX XXXX XXXX ) Exhibit F : Text message screenshots from three XXXX phone numbers : daily sales follow-ups ; manufacturing notification ; objections ; No problem! acknowledgment ; shipping/delivery notifications Exhibit G : Text message from XXXX XXXX XXXX ( XX/XX/XXXX ) confirming XXXX XXXX diagnosis Exhibit H : Cancellation email to XXXX ( XX/XX/XXXX ) unanswered Exhibit I : Chronological Timeline of All Events and Communications ( XX/XX/XXXX XX/XX/XXXX ) Exhibit J : Order Confirmation with Full Pricing Breakdown showing {$3400.00} subtotal, {$990.00} discount, and upsold Essentials Bundle Exhibit K : CareCredit/Synchrony Bank Statement XXXX XX/XX/XXXX ) confirming billing disputes address and FTC Holder Rule notice I have also filed a billing dispute directly with CareCredit/Synchrony Bank, sent a demand letter to XXXX, filed a complaint with the California Attorney General, and filed a XXXX complaint. Sincerely, _____________________________ XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX Enclosures : Exhibits A through K as described above

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