Consumer complaint received 2025-04-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: SYNCHRONY FINANCIAL
State: PR

Complaint narrative:
XX/XX/XXXX - Called CareCredit because I was not able to redeem my reward points. They confirmed the bank they work with ( Synchrony ) showed a balance of XXXX points. The opened an investigation and provided case # XXXX. 

XX/XX/XXXX - Called CareCredit for follow up. According to the notes in the system from the case manager, there had been no answer from the bank yet. The person I spoke to said they were going to email the case manager for an update. 

XX/XX/XXXX - Received an email ( attached ) from CareCredit congratulating me for having XXXX Reward Points in my account available for a reward. Synchrony Bank still showed XXXX points. Therefore, I could not redeem my points. 

XX/XX/XXXX - Called CareCredit as I still was unable to use my rewards. I kept getting the message that I had no rewards points balance for redemption. Per the notes in system, that bank confirmed points should be awarded, but did not provide quantity nor an estimated date of completion. 

XX/XX/XXXX - Received an email ( attached ) from CareCredit Reward with the XXXX rewards recap. In this email it clearly states that my points balance as of XX/XX/XXXX was XXXX. Synchrony Bank still showed XXXX points. 

XX/XX/XXXX - Received an email ( attached ) from CareCredit congratulating me for having XXXX Reward Points in my account available for a reward. Synchrony Bank still showed XXXX points. Therefore, I could not redeem my points. 

XX/XX/XXXX - Received an email ( attached ) from the CareCredit Reward department regarding my case # XXXX, where they recommended me to contact Synchrony customer service department to inform that there is an incorrect point balance. Synchrony directed me to CareCredit Rewards department before. This let me to believe CareCredit never worked on my original complaint from XX/XX/XXXX and my subsequent calls. 

XX/XX/XXXX - After exactly 2 months from my last call, I reached out to CareCredit again for status. I asked to speak with a manager. They transferred me to speak with a supervisor, which opened a XXXX ticket, for escalation, case # XXXX. This person said CareCredit would get in touch with me. They never did. 

XX/XX/XXXX - Called CareCredit again as I still got the message on the site that my account had no reward points balance available for redemption. I asked to speak with a higher level person. They connected me to a Supervisor, who gave the same response that the case was still under investigation and that they were going to escalate again. I communicated that if after a week I didn't receive an update, I would report the XXXX. I waited almost XXXX weeks, with not response or communication from them. 

XX/XX/XXXX - Received an email ( attached ) from CareCredit congratulating me for having XXXX Reward Points in my account available for a reward. Synchrony Bank still showed XXXX points. Therefore, I could not redeem my points. 

It has been 5 months with no resolution and no updates regarding my rewards points balance conflict between CareCredit and Synchrony Bank.

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