Consumer complaint received 2018-10-16
Company: SYNCHRONY FINANCIAL
State: MI
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/17 I bought XXXX in building products that I was supposed to pick up from Lowes. My contractor quit on me and I was unable to pick up as he was going to. I then got sick and put of the basement project. I had some of the products but I figured I had 0 % interest and I would just keep making payments and when I was ready I would pick it up. I never received a phone call saying that I had to pick up the Items. When I had bought the items there was some stuff that I knew I didn't need right away and they said that was ok I could get them later. 

Back at the beginning of the summer I called Lowe 's about the account and they said the didn't have it on their system but if I could call the credit company and get the invoice they would look up the paper copy. Since all items hadn't been picked up they would still have the copy. 

When I called back with the invoice number they said they told me to call the credit card number and I told them I did and reminded me that they asked for the invoice number. The clerk told me that they didn't have a paper copy that they had closed it out. I told them that I hadn't gotten everything, which I am not sure what I got. They said it was an accident that someone should have called me before they closed it out. There policy was to call the customer to ensure they have picked everything up. 

They again said to call the credit company and get an printout of what I bought. The credit company said they didn't have a copy of the invoice of what I bought, only the bill. I disputed the charge because A. Lowes shouldn't have closed it out because I didn't get everything. B.I am not sure what I still have out there since my contractor quit. 

They said they would investigate the dispute. I asked about the interest because it had to be paid off by XXXX billing and if it wasn't I would be charged interest. They said don't worry about it because it was all in dispute. Well it was still in dispute when XXXX came and they charged me the interest then A few weeks after that I received a letter from the credit card company that said because of the time Lowes no longer had records. That was my very dispute, Lowe 's was supposed to keep records because I didn't have everything. 

I feel like Lowes was irresponsible in their record keeping. I know I work in banking and our company has to keep records for several years. Why don't the credit card companies and lowe 's when they sell something on credit cards. 

I feel as if I shouldn't have to pay because I can't go through and see what I did receive and I definitely shouldn't have to pay interest because I was told not to pay off my card to avoid interest because it was in dispute. When I called XXXX XXXX after I got the interest she said they added it because my time was up and once we got the dispute, which she saw then I could settle up. 

I was told by the card company to take it up with Lowe 's that I could not give a rebuttal because, basically, as far as they are concerned the dispute is closed. XXXX 's isn't taking any responsibility for it so I am writing to you. I do not have the bill anymore because there was a flood in my basement that destroyed many things including the bill. 

It is very nice for Lowes to close out after three months. They had to have known that everything wasn't picked up and closed it out which is quite beneficial to them. Is there not a requirement for them and record retention or the credit card companies and record retention? This is a perfect example of Caveat Emptor, let the buyer beware. 

I have included the only thing I received from the credit company which is my bill but not a breakdown. I have never gotten a list of what I have bought.

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