Consumer complaint received 2023-07-02
Company: SYNCHRONY FINANCIAL
State: WA
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX I purchased a washer and dryer from Lowes.com. The items were delivered to my home shortly afterorder number XXXX. I contacted Lowes about returning both the washer and dryer since both of the things were too small. After speaking with someone over the phone that advise me that I would not get a refund on the items until they were in the store. I was told once the things were in the store someone will contact me in regards to a refund. After the things were returned for approximately three days no one contacted me. Therefore I went to the store to get a refund. Upon waiting at the stores for over 5-6 hours and coming back and forth to the store the manager told me that they had issued a refund in the form of a gift card. I am not sure why I was not called, instead, they took it among themselves to just issue a gift card. I am only 5 minutes away from the store. I could have come and got the gift card. I requested the manager to print out the refund information for my record. However, she could not be I was able to take a picture with my phone. The refund was issued on XX/XX/XXXX for {$1000.00}, return XXXX, XXXX XXXX. XXXX, XXXX XXXX. XXXX. However, I noticed the gift card was in my ex-spouse 's name. I immediately told them that it was not supposed to be in his name. Before I place the order on XX/XX/XXXX I made changes and verified that his name was not on the order. While I was in the store and was telling the manager that his name was not associated with the order, someone was making changes to my account. I had several notifications where they were trying to fix their mistakes. My invoice has my name on it. I was later advised to contact customer support. I contacted customer support and the first time I called they said there was nothing they could do. Then I called and requested to speak with a supervisor and they advise me to do a lost and stolen report on the gift card and that I will be receiving a gift card replacement within 30 days. However, after the 30-day wait, I was told I had to file a police report. This is only one issue. The manager at the local XXXX, WA Lowes is ridiculous and very unprofessional. She was telling me things just to get me out of the store. I didn't get her name but she is the only female manager. 

I have another issue as well. I did a claim on my washer and they only paid me for what they felt it was worth today. I paid {$790.00} a piece for my washer and dryer. I did a warranty claim and got only {$620.00}. I also received a {$790.00} payment on the dryer for not working as well. I don't understand how the company can not so call to find an invoice. So how was a paid the {$790.00} for the dryer?? I sent in a receipt. Of course, the receipt is faded. We found the invoice number because the dryer and washer were delivered to my address.

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