Consumer complaint received 2023-07-04
Company: SYNCHRONY FINANCIAL
State: IL
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:
LOWES CREDIT CARD BY SYNCHRONY BANK : 1st Issue : I have filed multiple disputes and spoken with agents multiple times concerning being charged interest and not receiving a credit on a stove purchases. I bought 1 stove, was charged 4 times, issued 2 credits. One credit missing of {$900.00}. I was sent a letter stating the error was found and a credit would be issued. The credit never came. I called back to ask for when the credit would be issued, instead I received another letter stating the credit had already been issued.

2nd Issue : All of my purchases are promotional purchases. I pay off the promotion each time. When I have been charged interest, I have paid the promotional portion at that time then a credit of the interest has been applied. I set up my payments to go towards the oldest promotional item to insure they are paid off by the time the promotion ends. In the past I have called and was issued the credit.

Every time I return an item, cancel, or do not receive an item, If I do not call to request the credit, the charge remains on my account until I call to complain. I have found a few representatives that stated I was charged in error or the promotion was not added properly, or my payments were mis-applied, or the credit was documented by not applied.

Their representatives lie. I was supposed to receive a stove in XXXX. They called and said they were on their way. Never showed up. They canceled my order. 

I received a scratched washing machine, the delivery person stated I would receive a {$100.00} credit. It was on the receipt he left me but was never issued. I asked for an audit of my credit account listing all of my payments, credits, returns, and cancellations. They wanted me to pull all of the information and fax it to them after the latest representative told me the reason for the interest since XXXX is actually for a promotion that ended in XXXX. The representative I spoke to before that representative stated the interest is from a purchase from XXXX. My purchases are small purchases. I ensure when I make purchases, there is more than enough time to pay off that purchase. 

They sent me a survey the other day. I gave them a XXXX on the first question. Then I received a message the survey had expired. It was in my email box only 1 day. I have spent hours on the phone with their customer service and dispute teams without resolution. It should not be this difficult to find their errors. The stores are much better to deal with. They issue the credit on the receipt but I still have to call the credit card company to ask for the credit. 

I liked the promotional periods and the military discounts but this scenario has done it for me. I am done!!! Do not give them your time or money. The worst customer service and dispute department ever. How can you record a dispute but are unable to see the information the consumer is referring too. What sense does that make. Done!!!

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 monetary relief