CareCredit

July 26th, 2023

To Whom it may concern,

Good day, my name is Kimberly Jones. I have been a Care credit and Synchrony customer for many years. However, recently I experienced something no customer should have to experience. As such, I decided to write a letter making you aware of the situation as No One should be treated so dismissively, rude and most of all HURTFUL. When you have customer services agents representing your company bringing professional loving, caring people to tears there is a BIG problem. Please allow me to share my distressing experience with you.

I love Care Credit. However, I was having some problems with my account and called the beginning of June asking for help as for some reason the card tried to pull the full amount from my bank account. As such, I called (6/12/23) and spoke with a representative and she assured me they would turn off the autopay so it would NOT happen again. Well, she did not, and they continued to attempt to draw 1807.00 from my account 3 additional times. (6/15/23, 7/12/23 and 7/17/23).

I called again and spoke with a gentleman, and he assured me they would straighten this out. I pleaded with him and told him about the false promise the previous month and that I DO NOT want this to affect my credit. Once again, he assured me that my account was in good standing, and he would see to it that this was quickly resolved.

A few days later (7/22/2023), I was notified my card was CLOSED! I was so upset I called and spoke with another female rep and told her what was going on. She then forwarded me to her manager. The manager was very kind and stated she wanted to help resolve this and apologized for any confusion on their part. She stated they would LISTEN to the phone calls and if in fact it was a mistake on their part, she would re-open my card.

I spent several hours reviewing my cell phone roster as there are a few different numbers to Synchrony & Care Credit. I called back and spoke with another rep to provide them with the requested information of dates and times of my calls. She also spent 45 minutes looking at my account and could see I had not missed any payments. Even when they were trying to take the full amount from my bank account, I continued to make my regular payments. She also stated they would help me to get this resolved and she could see I was a good customer and had made payments on my account.

The next day (July 25, 2023, at 11:33AM), I received a call from [protected]) her manager (SHANNON) she was abrupt and confrontational right from the get-go! Extremely rude and it was obvious to me right away she had NO interest in listening to anything I had to say or helping me resolve this issue.

I requested she listen to the phone calls /interactions I had previously had with Care credit reps, and she kept insisting I had never spoken with anyone "you just texted". I informed her YES, I tried texting to resolve the issue when it first happened however, it was clear to me quickly I really needed to speak with a customer service rep on the phone to explain what was happening and get some direction on how I could quickly resolve the problem. However, she just continued to speak down to me very rudely and judgmentally.

I asked her why she was being so rude to me. I am a very friendly honest person; I am a Registered Nurse/Emergency Room nurse and currently am working for the Federal Government. I empathized with her that I understand that her job can be a difficult one, but I am not trying to have an argument with her. I really would like to fix this issue and have my account restored. Even if she was not able to help me, I would have really appreciated I simply some common courtesy and to listen with intent to assist me in resolving this matter. However, she continued to berate me and brought me to tears. That is completely inappropriate.

I requested to speak with her supervisor, and she stated she was the "top of the line”, but I could mail corporate if I wanted and got one last dig in by assuring me that "your account will remain closed mam”! You should learn to read the autopay agreement which states unless intentionally stopped it will continue to pull the full amount every time".

I then asked so I could get a better understanding, "if I pay the card off in full to a zero balance then 6 months later use the card for an emergency (let’s just say for the amt of 4800.00) it will attempt to pull the full amount of 4800.00. Even though the card had been at a zero balance for several months".

She then fired back "YES, again read the agreement which it is obvious you did not"(or something along those lines). This made no sense to me. I later pulled the agreement, and it does state that if a consumer calls and requests to have the autopay stopped it may take 1-2 days. However, in my case I spoke with at least 4 different reps and despite their promises, NOT ONE ever turned the autopay off even though I requested this MULTIPLE times.

Had they done as I requested on June 12th, 2023, I would not have multiple NSF fees from my bank and my Care Credit card would still be in good standing. I take care of people 10+hrs 4-6 days a week and I get that it can be frustrating at times. However, NO ONE deserves to be treated in such a horrible belittling manner.

This was an awful experience, and it is such a shame that Care Credit would allow their customer service MANAGER to behave in such an unprofessional, hurtful manner. I have always been a big fan of my Care Credit card and I certainly did not deserve to be made to feel as if I didn't matter at all. It was obvious early on that She had absolutely no interest if helping me resolve this situation despite all my efforts to do the right thing.

I welcome anyone to listen to the call on June 12th, 2023, on phone number [protected]) or the other calls I placed pleading for assistance in fixing this matter. I was very vocal that I did NOT want this mishap / mistake to affect my credit or my Care Credit card.

On June 19th [protected] at 10:03 AM) I spoke with a very nice young man. I informed him of the situation, and he also stated he would asst. me in getting this resolved and assured me my account was still in good standing. Even though Care Credit continued to pull 1807.00 from my bank account AFTER I had asked multiple times to turn autopay off and stop this activity, I still made a 500.00 payment with him over the phone.

At this point, I feel as though Care Credit / Synchrony Bank are not interested in helping their customers resolve concerns and that is sad. I have encouraged so many people to use Care Credit, my own adult children, friends, and patients I care for. Clearly, I am now wondering if I did the right thing as I would hate to think they would ever be treated this way on my recommendation.

Thank You for your time.

Respectfully,

Kimberly S. Jones

16828 127th Ave CT E

Puyallup, WA 98374

PHONE: [protected]

EMAIL: [protected]@yahoo.com

Care Credit Care Acct Number: [protected]

Care Credit closed my account due to one missed payment. I had switched bank accounts and had missed setting care credit up. My fault.. I know. But i did pay it once I realized!

Fast forward to today 7/11/23 I log in and it shows my account closed. When I called in to speak with someone I was told that they closed it due to June's missed payment and that they would not reopen the account and if I wanted to reapply again I could. That will ding my credit all over again and I'll probably get denied because I still have an open balance with them. I feel like this is an unfair business practice

My payment didn't go through this June, and I don't understand why since there is no evidence of it being pulled from my account, and I also have an overdraft. They say funds were not available, and they were. I have one account for paying these bills and a high balance. Same scenario last year - they reported this happened in Nov of 2022. Due to 2 of these transitions in the last 10 years, they closed my account without notice. I was only notified through a credit monitoring agency. I called care credit, and they were not interested in hearing my side or working with me.

HELLO! I have contacted your team multiple times now since MARCH?!?! My promotional balance expires in JULY and I made a payment of $514 and it still has not been transferred over to clear the balance and was put towards a different balance on the account….I did have another payment cleared because I needed two done, but this last one expiring JULY is still not cleared. It should NOT take this long?!?!

If you recently changed your phone number don't bother with this app. When logging in it has the last four of my OLD phone number for verification purposes to text code to. Well I haven't had that number in months. When setting up the account and even when I applied I used my current number. I called customer service and was told it was because that number was in my credit report I needed to call and have it updated. YEAH GOOD LUCK WITH THAT. Delete the app do not need to access it that bad. Customer support need to talk to customers a little more professional as well. Starting to regret even applying.

i got a care credit card to pay for the dentist and new glasses, but even though i have notifications enabled on the app i never get any notification or even an email me about upcoming payments and there isn’t any option for automatic payments. i’ve had late payments three times now because of this credit card alone and i’ve had it for less than a year. i’ve had credit for years now and never had a late payment. i know i am responsible for keeping track of my own payments, but every other thing i need to pay for is enrolled in auto payments and they at least communicate with me, so i guess i’m a bit spoiled by that

The app was working great with the finger scan, but then it needed the password again. Usually it not a problem with other apps. This one, however, wants to use a phone number to send a validation code. Ok, still pretty typical as many other apps. The problem is there are phone numbers listed that I do not even recognize. I called their toll free number list for help. I asked them to remove all phone numbers on my account and add my correct cell phone number. They did as I requested but it still shows the wrong phone numbers on the app basically rendering it useless. I have to use their website instead. It's very disappointing!

I’ve had the CareCredit mobile app for at least two years. No problems in using it at the dentist/ortho offices or reviewing my bill. Until just recently, I can never use my TouchId option to log in. It continuously kicks me out and then locks my account for 30mins. I reset my password (bcuz once I create it I forget; its not an account I use often so...) and my first attempt my login is successful. But if I go back to it and login with the newly created password again it doesn’t recognize my credentials and here I go starting all over again AFTER the 30min account lockout. Please return the app to the version that was of simpler use.

Useless! I can't even log in. And when I followed the instruction to 'call customer service' the representative thought I was calling about an application for credit. I explained that I'm calling about their PHONE APP not an application for credit.. I have credit! He seemed to think my frustration was humorous and chuckled every time he had to place me on hold to talk to a supervisor. I'm fairly certain that the positive reviews are from few staff members that are even aware that they have an app. I wasted 27 minutes on the phone and then when he thought it was 'fixed' he told me to give it 30 minutes and try again. That was 2 days ago.

On their page to provide Efforts to provide feedback do not allow the keyboard on my phone to come up so that I can type in the feedback. That's pretty… Not user-friendly.

No place in the app can I find a place to actually log out. That also is not very user-friendly.

In general, this app is amongst the least usable of all my apps and I have at multiple credit cards and multiple bank accounts with multiple banks. ANY of those apps is better than this app.

And I can't even give that feedback?! --because the app doesn't permit it. There's a space, but it doesn't get a keyboard up. So I can't type anything into it. Or even dictate. SMH.

I have an iPhone. I am never able to login directly from the main screen. Every time I have to click on forgot password enter all of my validation info from scratch it excepts my new password I get logged in and then a few minutes later while in the middle of doing something it kicks me back out to the main login screen. And I am still unable to back in with the brand new password I just created. But if I click on forgot password again and enter all the validation information all over again I get in for another two minutes before it kicks me back to the login screen again. Somebody needs to seriously look at fixing this application on iPhones.

Was doing well on my payments and suddenly my account was drained to 12 dollars. I subtracted the fees from my payments and it still didn't equal to 12 dollars. The fees aren't consistently priced, either, its just how much they think they can get away with taking from you. Terrible customer support, nobody was able to explain what happened. They don't think someone with low income could possibly own a calculator, I am working hard to get it all paid off so i can deactivate my account and get rid of something thats draining my already small paycheck. They prey on people's need for real and actual help. You're better off getting a loan from someone you trust.

So I had just signed up for my account and went to get the mobile app so when I'm not around my computer I can keep up to date on payments. I tried to log in and it asked me to select my phone number from the list of numbers but mine was not listed! Two numbers I had never even seen before were there so I deleted the app and reinstalled it to find my old cell phone number there which made absolutely no sense. I called customer service and she told me to just use a computer and not the app. The whole point in wanting the app is to make payments or check up on things on the go, I don't just want an app to have it. Totally disappointed with this app. I can't even log in.

This app does not work and there is no support. I try to sign in and to verify my identity I am given a choice to select between two numbers. They are both the same number that has been removed from my account. I have verified this with the bank.

They say this app is developed and supported by a third party and the have no way to contact them to fix this issue.

If I take the prompt that states don’t see your number click here it prompts me for the security number on my card. I try that and get told that the number is invalid.

If I click on the app support link in iTunes I get send to the banks website and given the number I already called.

Fix the app so I can use it.

CareCredit sent me a MasterCard replacement to my older CareCredit card, and it does NOT work. My dentist tried to add an amount to my account for payment, and it was declined. In checking my CareCredit app, my old card number is still listed, and has not been updated. CareCredit blames the declined input on my dentist’s terminal, but it worked just fine when they submitted a previous balance for payment. I have sufficient credit balance to permit this new amount to be added. Also, I’ve been give conflicting guidance on promotional offers for multiple authorized billings. I plan to pay-off my current balance, and then, cancel my CareCredit account - poor service, poor accounting, and poor customer service.

App is completely unusable. ZERO functionality. I've had an account now for nearly a month, completed my signup info through their website via my computer, and then I downloaded the app. (iPhone 6s) When I use the correct username and password, it says "We are unable to complete your request at this time. Please try again later." (I know login info is correct, because it will give an "incorrect ID and password" notification if I try a different combo. ...I'm infuriated that "trying again later" never works.

It would be moderately funny if this app were some sort of practical joke...but it's a financial institution for christsakes. They need to get their $h1t together or pull the app from the store entirely.

BEWARE‼️ They processed my payment. (My last one I needed to make) It went through with sufficient funds and money left over and then was returned? AND CHARGED MY BANK ACCOUNT AN EXTRA 35 DOLLARS FOR THE RETURN OF THE PAYMENT. (I think its their scam to get interest and a late fee as well meanwhile getting you charged 35 dollars that you can do nothing about.) Smh. An hour on the phone wasting my time before they finally waved the 100 dollar interest and 29 dollars late fee but im stuck with the 35 dollar charge from my bank. DISGUSTING. Sad they do this to people. Times are hard for people. This is not right. Please be careful. Ive used them numerous times for dental visits etc but I will be looking for a different option.

I recently made a couple of large payments on my CC account because we were running up charges with an emergency vet and I wanted to keep my credit usage ratio under control. Much to my surprise I was declined for a $400 charge at the vet when I had some $5,000 available. Turns out that Synchrony puts a 10 day hold on what they deem to be large or unusual payments. Never mind that these were electronic payments that clear overnight and hit you bank next day, they treat it like a frigging paper check and refuse to recognize the lower balance that you have funded. So I downloaded this app in hopes that it would show available credit and I could use it in the future to avoid another unnecessary embarassment. But your available to spend number is not shown in the app. This blows.

I've been a Care Credit customer for over a decade and recently, while travelling on business, my account payments got returned due to human error twice. Less than 3 weeks later, I rectified it and paid the past due balance. 3 weeks after that, they closed my account without telling me and reported my balance as a settlement on my credit. When I called I was told that this was due to a new computer system that auto cancels accounts with 2 missed payments (this was 1 payment returned twice due to error mind you!) 12+ years as a customer and they're willing to let me go because of that. CareCredit does NOT value its customers! Don't use them!

I have called in numerous times and got the run around from your customer service team. I mailed in my Pay off check to the PO Box and verified thru a representative I sent the check priority mail to be signed for so I knew they received my payment. I have contacted numerous times now via phone and chat. My payment has still not been applied to my account and at this point care credit owes me funds back. One guy told me the PO Box had changed as well. Put on my account that I have a missed payment when it’s been there for weeks now. Please resolve this issue immediately.