Credit card -- Problem with a purchase shown on your statement -- Complaint #9390258
Consumer disputes misrepresented medical spa services charged to CareCredit
Complaint Overview
Complaint ID: 9390258
Company: Synchrony Financial
Product: Credit card
Sub-Product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: California
ZIP Code: 91001
Date Received: 2024-06-30T12:00:00-05:00
Date Sent to Company: 2024-06-30T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Risk Assessment
Risk Level: high
The consumer alleges fraudulent misrepresentation of services by the merchant, which could lead to significant financial loss and potential legal action if the credit card company does not adequately address the dispute.
Consumer Sentiment: negative
Topics: Credit card dispute, Merchant misrepresentation, Consumer protection
AI Analysis
CFPB complaint 9390258 was filed against SYNCHRONY FINANCIAL regarding Credit card (Store credit card), specifically about "Problem with a purchase shown on your statement". A consumer disputes a charge on their CareCredit card, alleging that the medical spa misrepresented the services offered for a purchased package, leading to a dispute that the credit card company closed with an explanation. The complaint was received on June 30, 2024 from California. The company responded with "Closed with explanation".
Consumer Narrative
Merchant : XXXX XXXX XXXX ( Address : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, CA XXXX ) Credit Card Company : CareCredit ( Dispute Claim ID : XXXX ) On XX/XX/year>, a XXXX XXXX XXXX XXXX ), XXXX XXXX XXXX ( # XXXX ) came to my workplace, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( # XXXX ) in XXXX, CA. On XX/XX/year> a colleague from XXXX XXXX XXXX XXXX, XXXX XXXX and I went to XXXX XXXX XXXX for an initial consultation on the XXXX XXXX XXXX XXXX, which XXXX XXXX informed us would include a promo on a 45-minute XXXX XXXX XXXX for {$69.00}. During the initial consultation at XXXX XXXX XXXX I filled out an intake form on a company XXXX and documented that my target concern was the loose skin on my abdomen. XXXX XXXX XXXX ( XXXX ) and unlicensed personnel/owner, XXXX XXXX performed a 45-minute XXXX XXXX XXXX XXXX on the XXXX of myself and XXXX XXXX in a shared treatment room with double beds. Unfortunately, it was only after I had purchased a package for XXXX XXXX XXXX XXXX for {$5500.00} that I discovered that the owner, XXXX XXXX and XXXX XXXX fraudulently misrepresented their services and product, because the owner presented the XXXX XXXX XXXX XXXX as a solution for my loose skin, only to learn later on that the XXXX XXXX machine was not designed for that, but is designed to burn fat and build muscle. I also learned that the establishment, XXXX XXXX XXXX needs to be under a Medical Board licensure in order to sell the XXXX XXXX XXXX XXXX since its considered a medical procedure in the State of California and that a Medical Doctor should be supervising a qualified licensed practitioner ( e.g., Medical Doctor, Licensed Nurse Practitioner, or Physicians Assistant ) during the initial consultation. Neither XXXX XXXX nor XXXX XXXX is licensed as such. During the initial consultation, XXXX and I overheard the XXXX, XXXX XXXX XXXX tell the owner, XXXX that she needs training and/or certification on how to properly operate the XXXX XXXX since XXXX had to readjust the paddles correctly on my abdomen as well as XXXX and increase the wattage on the machine after the XXXX initially started the treatment. After gathering all this information over the course of the following days, I called XXXX XXXX XXXX on XX/XX/year> for clarification ; However, the owner has chosen not to answer my inquiries regarding the licensure and certification of the individual ( XXXX ) who would be performing the treatment. When I purchased the package for {$5500.00} on XX/XX/year>, the seller provided me what I thought was free skin care products. However, on my receipt it reflected that I was charged dollar amounts for all the skin care products and {$0.00} for the XXXXXXXX XXXX XXXX XXXX XXXX. I did not question this at the time of the sale, because as a consumer I really thought I was getting a good deal on the XXXX XXXX XXXX XXXX In the document I am attaching to this complaint, I have provided a letter addressed to my credit card company, CareCredit that contains screenshots with the seller, XXXX XXXX. At some point, he was willing to refund my money so long as I return all the skin products, he had given me. I was more than happy to do this and even scheduled a time I could stop by his spa. However, the seller decided to cancel the meeting last minute and not refund me. I have not received any XXXX XXXX XXXX XXXX since making my purchase, as I do not feel safe nor confident that this business can ensure that they can safely perform this medical procedure without putting my physical health in harms way and are abiding by state regulations. I signed up for CareCredit on the day of my transaction with XXXX XXXX on XX/XX/year>. I opened a dispute with CareCredit on XX/XX/year> for the amount of {$5500.00} made by XXXX XXXX XXXX in XXXX, CA. Since opening the dispute, I have contacted several government agencies regarding my experience at XXXX XXXX, including the Medical Board of California, the Department of Consumer Affairs, the Federal Trade Commission, the XXXX XXXX XXXX XXXX, the Board of Barbering and Cosmetology, and the Attorney General. I also wrote a lengthy letter to CareCredit explaining why this sale was unethical and deceptive. I have been diligently uploading documents ( e.g., correspondence with governing boards ) onto my dispute activity via online submission with Synchrony bank with regular calls to CareCredit and speaking with customer care representatives who dont seem to know if these documents are being submitted or reviewed. I do not receive any emails/texts/calls that my uploaded documents are being received. In fact, on XX/XX/year> I logged into my CareCredit account and discovered that my dispute had been closed in favor of the merchant and that Im responsible for the full amount of {$5500.00}. When I spoke with a customer care representative, XXXX on XX/XX/year> I was informed that the merchant responded to the dispute earlier that week and that my letter to CareCredit submitted on XX/XX/year> had not been reviewed. Given this unfair review, my dispute was reopened on XX/XX/year> for the full amount of {$5500.00}. I have also decided to get the Consumer Financial Protection Bureau involved as I now feel uneasy with the way CareCredit originally handled my dispute. CareCredit is being used at XXXX XXXX to sign up new unsuspecting costumers, potentially ruining anyones credit score using this. I did not get what I paid for and am subject to losing this dispute for a service that is technically illegal to offer.
What You Should Do -- Consumer Action Plan
Consumers should carefully review all service descriptions and contracts before purchasing, and document any discrepancies or misrepresentations immediately.
Legal Context & Consumer Protection Laws
The Fair Credit Billing Act (FCBA) provides consumers with rights to dispute billing errors, including charges for unsatisfactory goods or services, on their credit card statements.
Regulatory Insight
Credit card companies must have clear procedures for investigating and resolving consumer disputes related to merchant misrepresentation.
Resolution Likelihood
mixed
State-Specific Consumer Protections
California law may have specific regulations regarding medical spa licensure and advertising that could be relevant to this dispute.
Industry Comparison
Disputes over merchant misrepresentation are common in the credit card industry, particularly for services where outcomes can be subjective.
Related Issues
Frequently Asked Questions
What is CFPB complaint 9390258 about?
CFPB complaint 9390258 involves Credit card (Store credit card). The consumer reported an issue with "Problem with a purchase shown on your statement", specifically "Credit card company isn't resolving a dispute about a purchase on your statement". This complaint was filed against SYNCHRONY FINANCIAL on June 30, 2024.
Which company is complaint 9390258 filed against?
Complaint 9390258 was filed against SYNCHRONY FINANCIAL. You can view all complaints against this company on their profile page at /company/synchrony-financial.
What was the company's response to complaint 9390258?
SYNCHRONY FINANCIAL responded with "Closed with explanation". The response was marked as timely by the CFPB.
When was complaint 9390258 filed?
Complaint 9390258 was received by the CFPB on June 30, 2024. It was sent to SYNCHRONY FINANCIAL on June 30, 2024.
What state was complaint 9390258 filed from?
Complaint 9390258 was filed from California. You can view all complaints from this state at /state/CA.
Was the consumer satisfied with the resolution of complaint 9390258?
Dispute information is not available for complaint 9390258.
What product category is complaint 9390258 about?
Complaint 9390258 is categorized under "Credit card", specifically "Store credit card". This is one of the product categories tracked by the CFPB.
How was complaint 9390258 submitted?
Complaint 9390258 was submitted via Web. The CFPB accepts complaints through web, phone, mail, email, fax, and referral channels.
What are the consumer's legal options for complaint 9390258?
The Fair Credit Billing Act (FCBA) provides consumers with rights to dispute billing errors, including charges for unsatisfactory goods or services, on their credit card statements. This relates to a Credit card complaint against SYNCHRONY FINANCIAL involving "Problem with a purchase shown on your statement".
How likely is complaint 9390258 to be resolved?
Resolution likelihood: mixed. The company's current response is "Closed with explanation". The company did respond in a timely manner, which is a positive indicator.
What does the risk level mean for complaint 9390258?
This complaint is rated as high risk. The consumer alleges fraudulent misrepresentation of services by the merchant, which could lead to significant financial loss and potential legal action if the credit card company does not adequately address the dispute.
What regulatory actions apply to complaint 9390258?
Credit card companies must have clear procedures for investigating and resolving consumer disputes related to merchant misrepresentation. The CFPB tracks complaints like this one to identify patterns of misconduct across the Credit card industry.
What should the consumer do about complaint 9390258?
Consumers should carefully review all service descriptions and contracts before purchasing, and document any discrepancies or misrepresentations immediately.
Are there state-specific protections for complaint 9390258?
California law may have specific regulations regarding medical spa licensure and advertising that could be relevant to this dispute. This complaint was filed from California.
How does complaint 9390258 compare to industry norms?
Disputes over merchant misrepresentation are common in the credit card industry, particularly for services where outcomes can be subjective.
What recourse does the consumer have if the credit card company's explanation for closing the dispute is unsatisfactory?
The consumer may be able to pursue further action through state consumer protection agencies, the Better Business Bureau, or legal counsel, especially if the merchant's actions violated state laws.
Does the type of credit card (store credit card vs. general purpose) affect the dispute resolution process?
While the FCBA applies to both, issuers of store credit cards like CareCredit may have specific internal policies that can influence the speed and outcome of dispute resolution.
Disclaimer
This analysis is AI-generated and does not constitute legal advice.