((Also posted in a legal sub.))

I am trying to dispute several transactions with Smile Direct Club through Discover and not having any luck. They claim it is because "they have not been able to contact SDC so cannot refund me"... what?! They have also said that I need documentation with Smile Direct Club agreeing to a refund?! I've provided all the facts, with photos and everything, and they insist on needing to hear back from a company that is currently not even running. What can I do?

Here's the full story:

I signed up for Smile Direct Club’s teeth-aligning service at the end of 2021. I paid the $250 deposit and then was paying $49 per month for the service with the eventual expected total cost of $2,386. In total I paid $838-$1,034 (I am unable to scroll back far enough in my Discover history).

Sometime in late 2022 or early 2023, I finished my first round of aligners which did help, but my teeth still had several issues, so started a touch-up as soon as the first aligners ended. I finished that touch-up mid-2023, it had taken longer than usual due to some stubborn teeth, but did not get retainers because they wanted to send me additional aligners again to correct the stubborn teeth (especially one in particular) because the first round of touch-ups made no noticeable difference.

I had messaged them through the app initially and had some back-and-forth communication about it, where I sent some photos and discussed my concerns with that specific tooth and they agreed. However, I suddenly lost access to the app (it logged me out and was not letting me log in), but I was able to log in through the website so I e-mailed them through their website support to let them know I would like to move forward with ordering another impression kit.

However, I never received a new impression kit, and was then completely unable to get ahold of anyone! I was still unable to get into my account through the app, but now I was unable to log in even through their website... it was as if my account did not exist (clicking "forgot password" never even sent anything to my e-mail)! Eventually, after several months of wearing the same aligner set to avoid my teeth shifting back at all, they were cracked and exceedingly hard to keep clean - I HAD to throw them away, and had STILL not heard from anyone, despite trying several avenues. I e-mailed them through their site multiple times (though I was unable to get into my account even on their website, they had the option to contact them without logging in), but no one ever replied. I also contacted them through social media, and attempted to use a live text link that they sent through an automated message on Facebook.

In March 2024 after still not hearing anything back, I finally resorted to Google to see if anyone was having a similar issue, and I learned that they have filed for bankruptcy.

By this point my teeth had certainly been migrating back to where they were before prior to treatment, and now in July 2024 it looks as though my teeth had never been treated in the first place. At my recent dental visit, in May, my dentist confirmed that my teeth were misaligned and my bite was off and causing jaw problems.

Smile Direct Club scammed me out of a lot of money and a treatment that I was very excited for. Since Smile Direct Club no longer has any employees or anyone managing communications on their end, I contacted “HFD” (Healthcare Finance Direct) early last month (June 2024) since it was listed in their closing FAQ as the company handling payment plans.

However, even they had none of my information on file. This is incredibly suspicious, seeing as how I have proof that I paid with my Discover card, and that I had also received a portion of the service, but then it suddenly made more sense of my account suddenly seeming to not exist a few months prior. It is very suspicious that my account and information disappeared shortly before they filed for bankruptcy. This absolutely is a scam.

My teeth were never straightened as promised, my treatment plan was never completed as it should have been, and in their contract Smile Direct Club included a “lifetime smile guarantee” which I am clearly not receiving. Thus, they have broken their contract agreement in more ways than one, and I should receive a refund for this service (or lack thereof).

The worst part: 4 of the transactions (all a part of the same $49/mo payment plan) were resolved in my favour. The rest were not. They don't seem to have an explanation for this or understand why this is an issue.

I actually made a report to the CFPB but I'm not sure what to expect from that. Any advice is appreciated.