Consumer complaint received 2023-03-24
Company: SYNCHRONY FINANCIAL
State: SC
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:
On XX/XX/XXXX, I used my Lowes Advantage Card to purchase Refrigerator # 1. This Refrigerator was damaged upon delivery and had to be returned. On XX/XX/XXXX, Lowes processed the Return ( XXXX ) for Refrigerator # 1. On XX/XX/XXXX, I purchased Refrigerator # 2. On XX/XX/XXXX, Refrigerator # 2 had to be serviced due to issues with the Icemaker. The Technician unable to repair Refrigerator # 2. Technician advised Lowes that Refrigerator # 2 needed to be Returned. On XX/XX/XXXX, Lowes did not Return Refrigerator # 2. On XX/XX/XXXX, I purchased Refrigerator # 3. Lowes billed the credit card as though Refrigerator # 3 was a separate transaction. Refrigerator # 3 was delivered before Refrigerator # 2 was returned. On XX/XX/XXXX, I received a late notice. I spoke with Lowes who said the account was past due as of XX/XX/XXXX. I asked how the account was past due since I purchased Refrigerator # 3 on XX/XX/XXXX? Lowes said that the account was past due for Refrigerator # 2. I asked how can the account be past due for a refrigerator that was returned? I no longer have Refrigerator # 2, so how can Lowes continue to bill me for Refrigerator # 2? Lowes noted the discrepancy, waived the late fee and escalated the matter for investigation. On XX/XX/XXXX, to protect the account, I made a {$100.00} payment for Refrigerator # 2. Note : A total of {$1200.00} had been paid towards the account. The 12 month promotional period began in XX/XX/XXXX. On XX/XX/XXXX, I visited Lowes XXXX, SC to inquire about the matter. I requested a refund of the money that had been paid to the account for Refrigerator # 2. I later discovered that the Manager refunded {$1600.00} to a Lowes In Store Merchandise Gift Card. I went back to the store and asked that Lowes refund the money that had been paid to the account for Refrigerator # 2 ( {$1200.00} ). I was told that I would receive a refund via check. However, in XX/XX/XXXX, I discovered that the money on the in store gift card ( {$1600.00} ) had been applied to the account for Refrigerator # 3. Lowes continued to show two refrigerators on the account. Refrigerator # 2 and Refrigerator # 3 are two SEPARATE TRANSACTIONS but Lowes/Synchrony Bank has and continues to bill these two transactions as a single transaction. Both transactions were created on two separate dates : Refrigerator # 2 XX/XX/XXXX and Refrigerator # 3 XX/XX/XXXX. Lowes failed to properly Return Refrigerator # 2, which resulted in the account showing two separate transactions/refrigerators. Lowes/Synchrony Bank applied the ( {$1200.00} ) to Refrigerator # 3 to ensure that Lowes/Synchrony Bank got their money . Apparently, both Lowes/ Synchrony Bank have reasoned that it was more beneficial for them from a business standpoint to apply the {$1200.00} toward the account for Refrigerator # 3 than to refund the money to the customer. As the adage goes, A bird in the hand, is better than two in the bush. I have been going back and forth with Lowes and Synchrony Bank since XX/XX/XXXX. On XX/XX/XXXX, I spoke with a Synchrony Bank Manager about this matter, who agreed to refund the {$1200.00} paid toward Refrigerator # 2. She confirmed my address and said that I would receive the refund soon. However, a few days later, I received the Letter dated XX/XX/XXXX, advising that Lowes determined that a refund is not due at this time. The Manager noted that I had previously requested a refund of the money paid towards Refrigerator # 2. I dont know what information Lowes used to make its determination. My credit report continues to show different balances. This discrepancy continues to affect my credit score. I have filed two disputes with credit reporting agencies. Both Lowes/Synchrony Bank continue to violate the UCC.

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