Consumer complaint received 2021-02-02
Company: SYNCHRONY FINANCIAL
State: OH
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 Lowe 's Store card through Sychrony Bank. 

In XX/XX/XXXX, I noticed the card security charges were more than interest charged to the account, and I was also charged interest on the Card security charges. I called my Lowe 's card customer service Sychrony Bank at XXXX to dispute the charges. They transferred me to " XXXX  XXXX  '' at XXXX. I chose option 1 to remove the service asked to dispute charges. I was informed there was optional XXXX XXXX added to my account in XXXX during an online application. They claim I authorized it, however I did not. I had the account setup on autopay and electronic billing, and didn't notice the charges were applied - I misinterpreted them as interest charges. I thought the balance wasn't going down because of interest charges. I asked to have a full refund of both the charges and the interest. I was told all they could do was refund of {$1100.00}, and they would need to look into the interest charges. On XX/XX/XXXX, the following refunds were applied to my Lowe 's Card : $ XXXX, $ XXXX, $ XXXX, $ XXXX. 

On XX/XX/XXXX, checked the totals and the account and noticed the amount refunded did not match the total amounts I was actually charged. I called back to " XXXX XXXX '' at XXXX, asked them to look at the account again, and stated the amount refunded still did not equal the total amount of charges, because it did not include the interest charges I incurred from their charges, they said again they would look into it. I then paid the account in full. It was my intention to wait for the additional refund and then close the account in XXXX XXXX. 

On XX/XX/XXXX, I went to check the account and noticed a new charge on XX/XX/XXXX for XXXX from " Debt Can Benefit Payment ''. I called my Lowe 's card customer service Sychrony Bank at XXXX to dispute the charges. They transferred me to " XXXX XXXX '' at XXXX. I chose option 4 " other '' and disputed the charge as unauthorized and asked to have it removed immediately. I was told there was nothing that could be done, there was no supervisor to speak to, and they would escalate my concern and I would receive a call back within 24 hrs. I told them I would be filing a complaint and calling my attorney. 

On XX/XX/XXXX, after I got off the phone, I began to document what I could about the situation. I researched back through prior statements and now observe that all former charges indicating the " XXXX XXXX '' service charges have been scrubbed from prior statements. There is no longer evidence of the prior activity. I have screen shot at attached the data I was able to retrieve online going back 1 year. Statements prior to XX/XX/XXXX are no longer available online. This is the link to the XXXX XXXX site : XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX 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 explanation