Consumer complaint received 2026-01-26 00:00:00
Product: Credit card — Store credit 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: GA

Complaint narrative:
I am disputing a charge of {$1000.00} from XXXX XXXX XXXX in XXXX, Georgia. I never received a usable pair of eyeglasses, and the merchant admitted fault multiple times. My husband and I provided this proof to CareCredit, yet CareCredit closed our second dispute and continues to hold us responsible for charges for a product we never received. Timeline : - XX/XX/XXXX We paid {$1000.00} for eyeglasses. - XX/XX/XXXX We were called back in for a re-measurement. - XX/XX/XXXX The glasses arrived but were completely unusable. XXXX XXXX - The merchant stated on a recorded phone call that they would refund our purchase if the glasses came again and still did not work. But he promised that the patient would be able to see clearly out of the new glasses. - XXXX XXXX The glasses arrived but were completely unusable for a second time. There are signs everywhere in the office stating that the doctor must be there to pick up prescription glasses. They asked my husband when he could come in to try on the glasses for a second time. He sent them a screenshot of his work schedule trying to make it easy on them for when to schedule him. The chose XXXX on XX/XX/XXXX. When he tried the glasses on and explained to the tech that he still couldn't see anything he was told by the tech that the doctor wasn't there and wouldn't be in until XXXX. We were asked to wait. We turned that down because he had a XXXX  XXXX  for work at XXXX. - The merchant stated on a recorded phone call that sometimes the technology doesn't work and we were offered a partial refund, indicating that they knew we had a defective product. - We never received a usable pair of glasses. - The merchant has not provided a refund, despite their promise. - We submitted all evidence to CareCredit during the second dispute, including a sworn affidavit containing the entire transcript of the call in which the merchant promised a refund and the call where the doctor admitted the technology doesn't always work. - CareCredit still ruled against us and is holding us responsible for charges for a product we did not receive. CareCredits handling of this dispute is improper. Under credit card protections, we can not be charged for merchandise that was not delivered or was defective. CareCredit is ignoring clear proof of merchant fault. I am requesting that {$1000.00} charge be permanently reversed. - Also, after we raised concerns about the defective product and requested resolution, XXXX XXXX accused me of posting a negative XXXX review and stated that I lied, which I did not. This accusation occurred after the dispute was ongoing and appeared to be retaliatory rather an effort to resolve the issue. This conduct further demonstrates the merchant 's unwillingness to act in good faith or honor their refund commitment. - I have had an account with CareCredit for almost 12 years. I have never been late with a payment and I have paid thousands of dollars in balances off over the years, I have also never requested any refund on any product that I have purchased. - I must also include that there are signs posted in the merchant 's office that the doctor MUST be present when picking up all prescription glasses. My husband sent a screenshot of his work schedule to the staff so that they could schedule him appropriately to come in for the second pair of glasses. When we arrived, my husband was called back by the tech, XXXX, tried the glasses on and informed XXXX that the glasses weren't much better than the first pair. We were then asked to wait because the doctor wouldn't be in until at least XXXX XXXX. However, my husband had a mandatory work meeting at XXXXXXXX XXXX, which the staff had been made aware of in advance, and we had to leave to make the 36-minute drive home to meet that requirement. This was not a refusal of care ; it was a scheduling failure on the part of the staff, and the glasses were clearly unusable at the time of pickup. We visited the merchant 's office a number of 4 times in good faith to resolve the issue. Despite multiple opportunities to correct the problem, provide usable glasses, or honor their refund commitment, we never received a functional product. Our request for a refund is reasonable given that no usable eyeglasses were ever provided.

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