Consumer complaint received 2025-12-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: AZ

Complaint narrative:
Good afternoon, I had a care credit card with XXXX XXXX  that I used for vet visits for my animals. I purchased XXXX XXXX XXXX puppies this year and took them to the vet to get their ears cropped as part of the purchase agreement between me and the breeder. I was told the price to do this would be XXXX per dog. When the XXXX was completed I was charged in total XXXX I was told this was due to the surcharge from the credit card company in which they charge me an additional XXXX and an additional XXXX for my dogs being over their weight limit so they needed to use more anesthesia. I paid the bill and went about my day. When i got home i started researching the unexpected charges and fully reviewing my billing statement from the vet. This is when I found out that legally i should not have been charged more then 5 % surcharge here in Arizona. In addition to that the itemized bill statement that they gave me did not have my correct information nor the correct information for my dogs. I contacted XXXX XXXX  for care credit card that I used and put in a dispute for the XXXX surcharge and the XXXX extra fees added. This was the first time i submitted a dispute. After calling XXXX  back after not hearing anything from them I was told they took XXXX off for the illegal surcharge, but they had no record for the other billing dispute for the additional charges. So I was told I needed to put in another dispute for the XXXX. I put in the dispute and once again as time went by without hearing anything I called them back only to find out the dispute was never submitted so i submitted it again. Waited another long period of time and heard nothing back again!! By this time I had the entire credit card paid off, and called them again. I was told my entire dispute was approved. I asked them then where is my XXXX that i am owed? They advised now that the dispute was closed because someone must have thought my original credit included both disputes. I am irritated at this point because now I'm being told i have to file a XXXXth dispute because they keep messing up. Due to me being so irritated the rep said she will expedite this claim because she can clearly see the money is owed back to me and they shouldn't need to investigate again as that was already completed. I still have not heard back from this XXXX XXXX  so I called them again yesterday. I explained everything again for the 5th time now to another rep who clearly did not want to help me or answer any of my questions. When i asked her to escalate the issue because this is now a re-occurring issue and someone needs to be held accountable at this point as I could now use that money that they are not giving back to me. All she kept saying to me is they have till this such and such date to resolve. I responded I have been patient enough now that i don't care to hear their excuses anymore. I feel at this point they are trying to take my money and just hope I go away. Something needs to be done as now i am wondering how many other people have they done this to and maybe the customer just gave up because of how difficult they are being. Sorry, but not sorry, it shouldn't take 4 different disputes from me which each one I'm being told is 6 to 8 weeks long for me to receive my refund check. Someone needs to be held accountable. I have came into some hard times and this money back could have really helped me, but again what bank is going to care about my situation. This seems to me to be very unethical. Please assist. Last 4 of my social is XXXX which they will need to locate my account as I have closed the account do to all this nonsense.

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