Consumer complaint received 2025-06-19 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with customer service
Company: SYNCHRONY FINANCIAL
State: OH

Complaint narrative:
Sometime during the last week of May I'm not sure of the date, my father applied for a CareCredit card that was issued by Synchrony Bank in order to take our cat to the vet. he made me an authorized user on the account. So on XX/XX/XXXX I proceeded to take the cat to the vet and charged almost {$500.00} which was our limit even though we did not have the card we were told we can do this since they gave us the account number. At the time of our visit, the Care Credit system was down so the vet told me not to worry about it just bring the card in on our next visit in a XXXX XXXX. So, a couple of weeks later I asked my XXXX  if he had received the card he informed me that he may have but he probably accidentally threw it away. on XX/XX/XXXX I called into customer service to inform them that perhaps the card was misplaced and could I get a replacement card sent out, the customer service rep said that I could not do this because I was only an authorized user and that she needed consent from my XXXX, I told her I absolutely can, this is my right as an authorized user and she adamantly told me no, so rather than argue with her, I hung up the phone and thought this was absolutely absurd and ludicrous to me because as an authorized user I have a right to call in to make any kind of inquiries and to request a replacement card, the only thing that I can not do according to their website is change the mailing address or request a limit increase. So, about an hour later we called back meaning I had my XXXX  on the phone, and every time I asked a question, this ignorant rep kept askinh my XXXX  if it was okay to answer and constantly repeating after every question this is a recorded line, even though at the beginning of the conversation he told her it was okay for me to answer and moving forward he wanted the account noted that he gives consent for me to make any changes or requests on the account. she subsequently told us that the card had been blocked which was surprising to me because I was the one who called in so how is it that you blocked it without my XXXX  's consent? she transferred us to a different department and we were getting the same run around so we hung up. the following day I called in to customer service and i hear from the automated system that our account was closed, which made me livid and once again I was not allowed to make any inquiries on the account so I asked to speak to a supervisor. I asked her why the account was closed, why am I speaking to the fraud department, and I also informed her that I was an authorized user on the account, she had the audacity to tell me that the only way she could discuss the account with me is if I was the spouse! I said are you kidding me!? she said she could not discuss it even though im an authorized user, im just the child, not the spouse. I said you sound ridiculous and maybe you as well as your employees need to determine and realize what an authorized user is, in fact you are denying me my rights. they closed our account and now we have an outstanding {$440.00} that we used on the account that they closed for no reason whatsoever. how is it that they can get away with doing this? coincidentally they blocked the account when I called in and said the card was lost or misplaced they didn't require my father to do that but yet me being an authorized user I can not order another card?

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