Date Received: 2023-01-13
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: CareCredit does not make clear their promotional for health care its very misleading and confusing. Its impossible to get a live person and when I did she didnt answer questions and didnt understand. I had a balance of {$1900.00} and few days ago they added {$580.00} interest to my balance. I got no warning at all. Am low income so this is very hard on me. If I had known I would of transferred my balance to a credit card.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92505
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Following the closure of case CFPB Case id # XXXX and beyond the feedback due date, I received an advisement from Synchrony Bank XXXX XXXX XXXX that this entity characterized their refund activity as cancellation of debt. After speaking to accountants, my position is that I should immediately object to cancellation of debt because the original activity was unauthorized and perhaps fraudulent. In my case this closing activity is not normal forgiveness of debt which is a taxable event, per my accountants. I hereby request the CFPB to contact the Synchrony Bank to request that they re-categorize this history so that XXXX XXXX does not receive a 1099 from the bank which he and his accountants feel he does not deserve. All of the circumstances, including no printed statements for one, support XXXX XXXX assertion. XXXX XXXX maintains his XXXX account and is in good standing on other accounts with Synchrony Bank. Thank you for your time and consideration. XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: They call my ex husband and left a voicemail. They called me and left the same voicemail. Have proof of both. I returned there call asked was there intent of? He claimed they had been trying to get ahead of me since 2020 ( I believe ) he read off some personal information and asked me if that was correct. Told me I owed his client for a Ashley credit card. Proceeded to tell him I never had an Ashley credit card. He said so you never went into Ashley signed up for an Ashley credit card showed your drivers license in the store and youre going to tell me on a recorded line. This is not your debtband I said no Ive never had an Ashley credit card and I said you can do that online. Ive tried to dispute this I said it is not my debt. I do not owe Ashley anything Ashley is by synchrony bank. I do not have anything on my credit Pertaining to an Ashley credit card by synchrony bank.. I told him if he was going to sue me then he needed to serve me. He proceeded to tell me it was not because he was going to sue me. It was because I havent got a hold of his client since 2020 I believe. I will post a copy of the voicemail. They left to me and my ex-husband where it clearly states they said they were gon na come to my door and I needed to show I didnt identification because I had to sign for something.. I feel like I was threatened..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2022 it shows on my credit report a SYNCB/DSGI DUAL CARD did a inquiry into my credit report. This is completely false and I have given no authorization to do so. I have been working this whole year on building my credit to be able to buy a house next year so I purposely am not applying for any new credit on anything because I know it requires for your credit report to be pulled which brings your credit score down.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93726
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX and XXXX XXXX XXXX XXXX XXXX ) purchased XXXX appliances from XXXX XXXX XXXX XXXX XXXX XXXX in the amount of {$7400.00} ( EX A : Invoice ). XXXX and XXXX were prepared to pay the entire purchase price at the time of their purchase in XXXX and only signed up for the timed payments when XXXX salesperson XXXX XXXX indicated the payment could be made interest-free with equal monthly payments. At no time did XXXX XXXX inform XXXX XXXX XXXX that the loan would incur interest at 29.99 % after a limited promotional period. XXXX XXXX XXXX had only XXXX prior experience with an interest-free loan when they purchased a new XXXX in XXXX. In the case of the auto loan, XXXX XXXX XXXX were told the amount that they were required to pay and the length of time in which it would be paid off. In early XX/XX/XXXX Synchrony mailed a credit card to XXXX & XXXX but that card was never activated since they were only interested in the interest-free payment plan on the appliances purchased from XXXX ( XXXX XXXX : Unused credit card ). XXXX called Synchrony to ask when she would receive a statement regarding the loan and was told the first statement would be dated XX/XX/XXXX and would be mailed to her. Following her telephone call XXXX received a paper statement dated XX/XX/XXXX. ( XXXX XXXX : First statement from Synchrony ) The " Transaction Summary '' of the statement shows amount due and states in uppercase font DEFERRED INTEREST/NO INTEREST IF PAID IN FULL. The Transaction Summary also states in uppercase font INTEREST CHARGE ON PURCHASES {$0.00} XXXX did not read the rest of the statement since the loan had already been described by the XXXX salesperson as interest-free with equal monthly payments. The statement provided an online link to set up an autopayment from our bank account. On XX/XX/XXXX XXXX set up the autopayment and received an email confirmation from Synchrony ( XXXX XXXX : Email confirmation of Autopay enrollment ). The confirmation indicates XXXX chose the XXXX XXXX option of {$260.00} monthly. If XXXX made this selection it was done with the belief that the loan was an interest-free loan so long as there was no interruption in the autopayments being deducted from our bank account. {$260.00} autopayments were deducted from our XXXX XXXX account on a monthly basis. In early XX/XX/XXXX XXXX asked XXXX for a summary of the autopayments made to Synchrony. When reviewing the summary XXXX & XXXX noticed the cumulative total of the autopayments exceeded the original loan amount of {$7400.00}. The payments at that time totaled {$7800.00}, which was {$390.00} in excess of the original loan amount. ( XXXX XXXX : Autopayments summary reflecting payments through XX/XX/XXXX ) On XX/XX/XXXX XXXX called Synchrony to ask why Synchrony continued to deduct {$260.00} from our checking account after the loan had been repaid in full. ( EX F : XXXX notes from call to Synchrony ). This phone call was the first time we became aware that the interest-free loan was actually incurring 29.99 % interest retroactively to the date we purchased the appliances from XXXX. On XX/XX/XXXX XXXX called Synchrony to explain the miscommunication and to request that Synchrony negotiate a settlement based on the loan amount that had already been paid in full. The Synchrony customer service representative refused to discuss a settlement but did admit that Synchrony does not send a notice prior to the end of the promotional period. ( EX G : XXXX notes from call to Synchrony ). XXXX & XXXX searched their files for a copy of the XXXX invoice and the Synchrony loan paperwork. They located the invoice ( see XXXX XXXX ) but were unable to locate any Synchrony loan paperwork. If they had received a copy of the Synchrony loan paperwork it would have been in the records they kept for the purchase from XXXX. On XX/XX/XXXX XXXX called Synchrony and requested a copy of the signed Synchrony loan paperwork. XXXX was placed on hold for approximately XXXX minutes and then the line was disconnected by Synchrony without any warning. Synchrony never sent a copy of the signed loan paperwork. ( EX H : XXXX notes from call to Synchrony ). On XX/XX/XXXX XXXX drove to XXXX and requested a copy of the Synchrony loan paperwork. At that time XXXX was only able to provide a blank sample copy of the Synchrony Application ( EX I : Sample loan application ). At the top of Page ( XXXX ) of the Application it identifies XXXX types of credit promotions and is titled, Types of Credit Promotions That XXXX Be Available. The second type of loan is described as INTEREST FREE AND EQUAL MONTHLY PAYMENTS REQUIRED UNTIL PAID IN FULL ( No Interest ). This is the loan XXXX salesperson XXXX XXXX had described to XXXX & XXXX and they believed they had agreed to. As noted previously, on XX/XX/XXXX XXXX & XXXX were prepared to pay the entire purchase price when they met with XXXX XXXX and only opted for the interest-free loan when he presented it to them. On XX/XX/XXXX XXXX emailed XXXX and requested a copy of the Synchrony Bank application XXXX XXXX XXXX submitted to Synchrony with our customer signatures. On XX/XX/XXXX XXXX emailed XXXX a signed copy of the Synchrony Application and a Plan Description ( XXXX XXXX : Signed Loan Application + Plan Description ). The Plan Description indicates 18 months DEFERRED/NO INT IF PD IN FULL. The Plan Description does indicate an APR of 29.99 % if the purchase balance is not paid in full but does not indicate what the minimum payment amount must be for the loan to be paid in full in a timely manner. In other words there is no indication that the monthly ACH amount will be {$260.00} and that {$260.00} will be less than the amount needed to pay off the purchase price in 18 months. On XX/XX/XXXX XXXX emailed XXXX and asked for an explanation of how the monthly ACH amount was set at {$260.00}. On XX/XX/XXXX XXXX emailed XXXX a reply stating, I do not know where {$260.00} came from. But if you signed up for XXXX finance for Synchrony and your total amount purchased, including taxes, was {$7400.00}. You would divide that by XXXX, and your minimum monthly payment would have been {$410.00} to pay it off in full with no interest. I was not present at the time of the purchase. I can't speculate about the conversation you had with XXXX. But you requested your signed paperwork which I have provided for you. On XX/XX/XXXX XXXX XXXX XXXX called Synchrony again to request that they have an opportunity to speak with someone about negotiating a settlement based on the loan amount that had already been paid in full. XXXX & XXXX were then transferred to XXXX, a XXXX who confirmed Synchrony will not negotiate a settlement. When XXXX asked XXXX to explain who determines that the monthly payment amount would be {$260.00}, XXXX admitted Synchrony makes that determination. Moments later the call was disconnected without warning by Synchrony. ( see XXXX XXXX, lower portion of exhibit ). The tone of the conversation with XXXX was at all times polite and this can be confirmed by the recording Synchrony made of the call. Summary : XXXX. XXXX and XXXX were prepared to pay the full XXXX invoice on their existing credit card at the time of the purchase XXXX. The XXXX salesperson indicated the payment could be made interest-free with equal monthly payments through a Synchrony loan XXXX. The XXXX salesperson never indicated the loan would incur 29.99 % interest at the end of a promotional period that would be set by Synchrony XXXX. An autopayment plan was set up by XXXX without disclosure to her that $ XXXX XXXX payments would trigger a retroactive 29.99 % interest charge at the end of a promotional period. XXXX. XXXX did not receive clear communication from Synchrony prior to the end of the promotional period. XXXX. Because the monthly payments occurred automatically, until their XX/XX/XXXX conversation with Synchrony, XXXX and XXXX were not aware that the payments had exceeded the {$7400.00} loan amount. As of XX/XX/XXXX XXXX and XXXX have paid {$650.00} in interest and owe {$3900.00} in additional interest. XXXX. Multiple efforts to resolve this with Synchrony have resulted in Synchrony customer service personnel refusing to negotiate a settlement and ultimately disconnecting the calls without provocation or warning. XXXX. The Synchrony loan process is misleading and predatory.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94530
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I have XXXX amazon store card from synchrony bank and there is a duplicate charge of XXXX dollars from XXXX on the card by amazon.com that they already charged me on XX/XX/XXXX and on XX/XX/XXXX and on XX/XX/XXXX and on XX/XX/XXXX so I was charged for the same single item XXXX times by XXXX and synchrony bank and there is also there are XXXX items that I returned to XXXX and each is for XXXX dollars and I only received XXXX refund on XX/XX/XXXX for only XXXX item but XXXX and synchrony bank still owe me XXXX dollars for the second item that I returned. So synchrony bank now owes me and should refund me both of these errors. XXXX for an overcharge of XXXX dollars that I was charged several times for the same item and XXXX dollars for the second item returned but never received a refund for it from XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35226
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: PayPal charged me a late fee of {$30.00} and has reported negative information on my credit report for a payment they claim was refused for non-payment by my bank. I have contacted the bank from which the payment was made and that bank claims they received no requests for payment from PayPal on or around that date. The bank also confirmed that I have never had a payment refused at any time since opening this account. I contacted PayPal asking for clarification of their alleged request for payment that was refused and they have not responded within 30 days of my question.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: On XX/XX/XXXX we opened a 24 month XXXX CD with Synchrony Bank at 1.39 %. In XXXX, XXXX, we took advantage of the XXXX and went to 2.75 % APY. A couple months later, when Synchrony offered a 4.6 % 14 month CD we did the math and determined we would be better off paying the 6 month penalty and converting the original 24 month Bump CD to the higher rate 14 month CD. I made a couple of calls to Synchrony in advance to determine the calculation of the penalties since it involved a Bump CD. The two agents were unable to advise me since the calculations were done at a different department. They assumed, like me, that it would be the actual first 6 months of interest that we earnedwhich was {$1400.00}. On XX/XX/XXXX we called to make the conversion a reality and on XX/XX/XXXX the transaction was completed. Now the idea of paying a huge penalty for early withdrawal is barely palatable ( but understandable if it is exiting the bank ), but paying the huge penalty when moving from one CD to another at the same institution is more like bank greed. However, instead of just taking the first 6 months of interest we were actually paid, they decided to charge the entire 6 months penalty at the higher bumped up rate, which is not ethical and is more closely aligned with the aforementioned greed. We feel cheated out of {$380.00} due to the deceptive way they calculated the penalties. I wrote a detailed letter to Synchrony explaining our position and received a phone call ( XXXX ) from a supervisor in the Trust department who explained they could not make an exception. We think their method of calculation is unfair and they should return the extra {$380.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35226
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXX, I made a purchase at XXXX XXXX for XXXX on my PayPal Credit account. I returned all items on XX/XX/2022. PayPal credit never refunded my money. I contacted them in XXXX and filed a dispute and they said it would take at least a month to investigate. Supposedly I had paid XXXX toward this bill. I contacted them again in XXXX and they said they had no record of such disputes and theyd put it in again. I contacted XXXX who send me the copy of the return for PAYPAL CREDITs system. The returns were made in 3 different transactions that totaled the XXXX. XXXX. I sent in this information to PayPal by both fax and email. When I STILL didnt have the credit in XXXX I filed an FCC complaint and then the next day I got my credit returned. I just looked at my account and on XX/XX/XXXX I was charged AGAIN for the XXXX. I just called PayPal Credit and they said they were sorry but they found the dispute in favor of the merchant. The merchant sent me the record from PayPal so there is no way this is true. I am being charged for a return I made. PayPal has the info I sent them plus they have the return in their own system. I need this back off my account immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Opened a CareCredit account about 2 years ago to help pay for my dental work. In XXXX of 2022 I was charged almost {$1700.00} in finance charges due to the fact the card had a temporary no interest fees that I was not aware of. Tried to get help from the card company, missed 2 payments and they closed my account and submitted 11 late payment incidents to my credit report, my credit score dropped XXXX points and they closed my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A