Consumer complaint received 2024-11-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CA. XXXX | XXXX | Email XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX Synchrony Financial Board of Directors XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Dispute of Inaccurate Information on my CareCredit / Synchrony Bank Account XXXX XXXX XXXX XXXX XXXX To Whom It May Concern : I, respectfully, submit this letter describing facts and circumstances in dispute of a CareCredit issue I am experiencing regarding the final payment on an extension of credit for veterinary care services with a Promotional Expiration Date of XX/XX/XXXX. 
Dispute Explanation I am a XXXX XXXX and I have been using CareCredit for over 20 years for veterinary care for my dogs. I have never been late with a payment, which can be confirmed by reviewing my payment history. This situation is particularly upsetting, because I recently had to put one of my dogs down due to finding out at the veterinary clinic that a new charge to my CareCredit account was declined, which was surprising, because I thought there was a XXXX balance. 
On XX/XX/XXXX, I took my dog, XXXX, to XXXX XXXX XXXX XXXX XXXX. Upon receipt of the estimated cost for care, I asked to charge it to my long standing CareCredit account. I was told by the Vet Clinic that they tried to charge the estimated vet bill of {$3600.00}, but the charge was declined. This was surprising since the outstanding balance on my account had been paid off almost a year ago and the balance should be XXXX. Instead, it appeared that the charge was declined, because I still had a balance, which exceeded my credit limit. After leaving the vet clinic and discussing the situation with my spouse, I was provided with screen prints and documentation confirming that an online payment of {$5900.00} was made by my spouse on XX/XX/XXXX, one day before the Promotional Expiration Date of XX/XX/XXXX. We have an email from Synchrony Bank dated XX/XX/XXXX at XXXX XXXX PT ( see attached ), that acknowledges the online payment was made. Then, we received another email dated XX/XX/XXXX at XXXXXXXX XXXX PT ( see attached ) that states Thank you for making a payment on your CareCredit / Synchrony Bank account ending XXXX. Your payment of {$5900.00} posted to your account on XXXX. For your records, the payment confirmation number is XXXX. 
Unfortunately, I didnt learn that the CareCredit account had an outstanding balance until I needed to use it again a year later in XX/XX/XXXX for vet services for my beloved dog, XXXX . After the CareCredit decline, I couldnt afford the recommended treatment plan, so I removed my dog from the XXXX XXXX and took her to another trusted vet that I use. While the other XXXX XXXX attempted to perform XXXX and deliver the care my dog needed, it was too late and I had to let her go. 
Still distraught after loosing my dog, a few days later, I called CareCredit to find out what was going on with my account. I spoke to a male Customer Service Agent who reviewed my account, confirmed receipt of the payment on time, and stated that he didnt understand what happened and why there was a delinquent adjustment. He referred me to another area to help get the matter resolved. The next person I spoke with also expressed confusion on what occurred and placed me on hold to escalate the matter, but that person never came back and the call was disconnected. I called back on XX/XX/XXXX and I described the issue to a female Customer Service Agent. She was quite rude and basically stated that it didnt matter if the payment was made on time, because it is the date that my financial institution released the funds used for the payment is all that matters. This is not how all of my other bills work, this is not how any of my previous payments to CareCredit have worked, and the emails received from CareCredit do not state this, nor does my periodic statement.

After further review of my XX/XX/XXXX CareCredit / Synchrony Bank statement ( see screenshot below ), it notes four ( 4 ) credits in XX/XX/XXXX : 1 ) an automatic payment with a transaction date of XX/XX/XXXX and a posting date of XX/XX/XXXX in the amount of {$210.00}, 2 ) a payment with a transaction date of XX/XX/XXXX and a posting date of XX/XX/XXXX in the amount of {$400.00}, 3 ) a payment with a transaction date and posting date of XX/XX/XXXX in the amount of {$5900.00}, and 4 ) a credit with a transaction date and posting date of XX/XX/XXXX from XXXX XXXX XXXX XXXX in the of {$140.00}. With the last credit of {$140.00}, I am not sure where and why this credit appeared, but I theorize that the XX/XX/XXXX payment of {$5900.00} paid off my account on XX/XX/XXXX, BUT that the subsequent credit of {$140.00} on XX/XX/XXXX triggered the system to think that the outstanding balance had not been paid. As a result, the accrued interest was applied, which should not be due if the full outstanding credit balance was paid before the end of the Promotional Period. The Promotional Period expiration date was XX/XX/XXXX, and I paid more than the outstanding balance due BEFORE the Promotional Period expiration date, so why was the accrued interest applied to my account?!

I request that you investigate this matter and correct the inaccurate information. To assist with your investigation, I have included the following documents : A copy of the XX/XX/XXXX email received from CareCredit/Synchrony Bank after making the final payment of {$5900.00}. 
A copy of the XX/XX/XXXX email received from CareCredit/SynchronyBank confirming that the payment of {$5900.00} had posted to the account on XX/XX/XXXX. 
A copy of the XX/XX/XXXX XXXXareCredit/Synchrony Bank Statement Please complete your investigation and provide a response as soon as possible. I would appreciate written confirmation of actions taken.

Thank you for your prompt attention to this matter. Please contact me at XXXX or [ email address ] if you require additional information. 
Sincerely, XXXX XXXX

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