Consumer complaint received 2021-08-05
Company: SYNCHRONY FINANCIAL
State: MA
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:
I have a Lowes Store credit card by Sychrony bank. I have spoken to the bank regarding the below issue on several occasions but they keep declining to correct my statement balance to the correct one. I have sent them the below math calculation showing what should be on the account but with no effect. 
I bought at the XXXX XXXX MA store # XXXX a back-ordered refrigerator in the amount of {$1000.00} on XX/XX/XXXX. See the highlighted entry on the statement. Note my beginning balance on the XXXX statement was XXXX. I bought the fridge at XXXX plus some other items for XXXX and interest charge of XXXX and my ending balance was XXXX. This was correct at this point. 
XXXX Beginning Balance {$2700.00} Disputed fridge purchase {$1000.00} Other purchases and credits ( {$2.00} ) XXXX Ending Balance {$3800.00} See attached statement- CORRECT In XXXX, I made a payment to the credit card of {$270.00} ( net interest charge of {$30.00} ) and my ending balance was {$3600.00}. This was correct also. 
XXXX Beginning Balance {$3800.00} Payment ( {$270.00} ) Interest {$30.00} XXXX Ending Balance {$3600.00} CORRECT In XX/XX/XXXX, the refrigerator I had ordered in XXXX was not delivered yet ( remember it was back-ordered ). I went back to the store ( XXXX at XXXX, store # XXXX ) on XX/XX/XXXX and requested that this fridge order be cancelled. I attach herewith a copy of the return receipt ( Backup # B ). On that day, XX/XX/XXXX, the return was entered into my statement as a credit with a transaction date of XX/XX/XXXX and post date of XX/XX/XXXX, but for whatever reason, the original entry of XX/XX/XXXX ( same details as on the XXXX statement ) was also entered on the statement as a debit with a post date of XX/XX/XXXX. Meaning, the return was just a wash, a credit and a debit, no effect on the statement. NOTE THAT THE BEGINNING BAL IN XXXX STILL INCLUDED THE ORIGINAL PURCHASE OF XX/XX/XXXX. That same day, I ordered a new fridge that was available at the store for {$900.00}. Even though I made the return, my statement balance was not adjusted to remove the XXXX original purchase because in XXXX it was entered in and out, having a zero effect on the statement. Please note this math XXXX XXXX. ( XXXX Statement Backup # C ) XX/XX/XXXX WHAT IS THE STATEMENT RIGHT NOW- INCORRECT Beginning Balance {$3600.00} Disputed Fridge return ( {$1000.00} ) *1 Disputed XXXX CHARGED AGAIN {$1000.00} *2 New XXXX {$900.00} Other credits +Interest ( {$57.00} ) XXXX Ending Bal- INCORRECT {$4400.00} The correct entry on the statement for XXXX should have been : XXXX TO BE CORRECTED Beginning Balance {$3600.00} Disputed Fridge return ( {$1000.00} ) This amount in XXXX above should not have been charged back in XXXX since it was already charged on the XXXX XXXX It should be removed. My correct balance as at end of XXXX should have been {$3300.00} New Fridge {$900.00} Other credits +Interest ( {$57.00} ) CORRECT XXXX Ending Bal {$3300.00} I have spoken to the bank several times on this, but they keep declining to correct my statement balance to the correct one by removing the extra charge in the XXXX statement.

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