Consumer complaint received 2018-01-15
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:
Complaint : I began disputing this charge as soon as I received the bill from Lowes Synchrony. When the delivery truck came to deliver appliances on XX/XX/XXXX, they did not have the complete order. In the middle of unloading the appliances, the delivery company tried to get me to sign the delivery paperwork that all the appliances were delivered. I refused to sign the paperwork. The delivery people stopped delivering and reloaded the appliances back onto the truck that they were supposed to deliver. What transpired thereafter was a month-long waste of time where I worked with numbers of Lowes associates and mangers of two Lowes stores in XXXX XXXX and XXXX XXXX XXXX ( XXXX ) as well as some very challenging interaction with the delivery company including its owner XXXX XXXX. In the end, I repurchased appliances three separate times and every time the delivery was supposed to occur, the delivery truck either no-showed or showed but refused to deliver the appliances. I began disputing the appliance charges via telephone on XX/XX/XXXX ( I spoke with XXXX ID number XXXX and she confirmed a dispute in the amount of {$1600.00} ) and again on XX/XX/XXXX ( I called and the incorrect amount was disputed and no paperwork was received ; the woman to whom I spoke refused to identify herself ), both answered by the Synchrony call center in the XXXX. On both of these occasions, I was told by the Synchrony representative that I would receive paperwork in the mail of my dispute but no such paperwork ever arrived. Because I never heard back from Synchrony, I faxed a written dispute on XXXX/XXXX/XXXX ( attached file " XXXX XXXX  XXXX XXXX XXXX XXXX '' ) ; please note I advised Synchrony that I would not allow any further telephonic communication, that all communication must be faxed or mailed. I received a letter via XXXX confirming receipt of my dispute dated XXXX/XXXX/XXXX ( attached file " XXXX XXXX XXXX '' ). In the mail on XXXX/XXXX/XXXX I received their dispute resolution ( attached file " XXXX XXXX  XXXX XXXX XXXX '' ) which stated that I should look at the attached information and call my local Lowes store. I faxed an amended dispute ( attached file " XXXX amended dispute w Lowes Synchrony XXXX fax XXXX '' ) on XXXX/XXXX/XXXX and have not heard from Synchrony. Please note I made a typo on my amended dispute by stating I initially disputed on XXXX/XXXX/XXXX when in fact I began disputing on XXXX/XXXX/XXXX. I looked at my online account yesterday, XXXX/XXXX/XXXX, and saw that a payment is due. Synchrony is not honoring laws established to protect consumers in the following ways : 1-they have taken too long to respond to a disputed charge ; 2-they ignored specific requests by me to only communicate with me in writing via mail or fax ; 3-they " resolved '' a dispute after the time allotted by law and without any details of why they resolved the dispute in Lowes ' favor ( their resolution response has something that is supposed to be my signature but I believe this signature is computer generated from a finger sign that was done in store when the original appliances were purchased ; the form supplied in the resolution response was not the form the delivery people tried to get me to sign for an incomplete delivery ) ; and 4-when notified the charges were still in dispute, they are  ignoring the dispute ( as they have since XXXX XXXX, XXXX ) and a payment is due on XXXX/XXXX/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 non-monetary relief