I paid $1,200 for a consultation with a dental implant company. When I could not afford the approximately $32,000 treatment plan, a representative explained that I had been preapproved for $18,000 through CareCredit. She told me that if I paid another $1,200, I would have the $20,000 needed to schedule surgery.

I agreed, but after receiving CareCredit bills, I realized I could not afford the treatment. I canceled my February surgery in December and notified CareCredit. I never received any dental treatment from this company.

The provider has not refunded the additional $1,200, and CareCredit is still holding me responsible for the charge. I have been told there were additional fees, but CareCredit has not provided an itemized explanation of those charges.

I eventually went to Mexico for more affordable dental treatment. Meanwhile, I am concerned that this unresolved CareCredit balance could affect my credit. I have contacted the Attorney General and the Consumer Financial Protection Bureau but have not been able to resolve the issue. How can I dispute a charge for dental treatment that I never received? – Thanks. Kristina from KY

 

Kristina,

CareCredit may still be billing you because they likely already paid the dental implant practice. From CareCredit’s perspective, the balance is now owed to them unless the dental practice returns the disputed funds or adjusts the transaction.

This puts you in a difficult position when you canceled the dental implant surgery and did not receive the dental treatment. The fact that you cannot obtain an itemized explanation of the additional $1,200 charge makes it important to determine what the dental practice charged and why.

Can You Get the Charge Resolved?

The dental practice will likely need to refund or credit the disputed amount to CareCredit before CareCredit removes it from your account. Continuing to communicate with both parties in writing may help establish a clear record of the dispute. It would be helpful to gather documentation showing:

• When you paid the additional $1,200
• What you were told the payment covered
• When you canceled the February surgery
• Confirmation that no dental treatment was performed
• Your requests for an itemized statement or refund
• Any responses from the dental practice and CareCredit

 The Kentucky state dental board may be another resource if your attempts to resolve the issue are unsuccessful. Dental boards generally oversee professional conduct and may have a complaint process that allows patients to submit documentation about disputes involving a dental practice. Filing a complaint could encourage the dental practice to provide a clearer explanation of the charge or address any funds that should be returned to CareCredit.

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