Consumer complaint received 2023-02-28
Company: SYNCHRONY FINANCIAL
State: CA
Product: Credit card or prepaid 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

Complaint:
In XX/XX/, we ordered door cover At Lowes Store in XXXX XXXX. The order was Shipped to our house. The item was an incorrect design versus to the design we chose. The Lowes XXXX install it anyway because he the XXXX already damaged/ripped the door cover that we are temporarily using and told us to go to store and report about this wrong door cover that we received so a correct replacement order should be processed. The wrong door cover can be brought down once we receive the replacement and sent back to the store for refund. We went to the store as the XXXX  said and met with the XXXX and explained to him what happened. This XXXX assisted us in getting the replacement same door cover design that we picked originally. This XXXX even showed the catalog for correct design which the previous sales person never did. In short, the replacement to the wrong door cover was processed and I ask this XXXX after he finished the transaction if how the credit will be handled. XXXX even said that he gave a good discount for the trouble that was caused to us. The wrong item cost us {$500.00} and the replacement order cost us {$660.00}. After a month I do not show credit processed for the wrong item and ask the XXXX how it will be handled and he told us that no refund or credit will bone so I filed a dispute with the bank. Installation for the replacement was arranged in XX/XX/2022 but installation was refused by XXXX because I was told that I filed a dispute. I do not have the replacement order and I refused the installation after several months because merchant will charge me if I want it installed. I refused anymore of the installation because of what this merchant has put us through. All of this dispute issues were all communicated with the merchant and the credit card bank with all the support documentations and live recorded conversation that were documented as they say of what transpired in all my dispute conversation. My card has an ongoing charged including penalties of both amount and the credit card in their letter told me that the amount of {$500.00} will not be refunded at all because of the purchase contract even if the shipped merchandise is wrong. Credit Card bank continues to charge me of the Replacement order that I do no have in the amount of {$660.00}. All documents and my back letters will be provided upon request with the hope that will resolve my issues. I told the merchant and credit card back that what happened to us is harassment and discrimination for seniors like us and working on our relocation to XXXX XXXX. It also seems that this credit card company owns this merchant and seems protecting them more than a consumer. Please help XXXX seniors. This merchants XXXX us feel that we do not remember what went on. Thank you and I hope to hear from you soon. 
XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation