Consumer complaint received 2021-10-12
Company: SYNCHRONY FINANCIAL
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
In early summer ( 2021 ), I ordered online from Lowe 's, using my Lowe 's Synchrony credit card, a shower head and faucet for {$99.00}. We did not receive the items, and I had to purchase them from XXXX to get the items on time for our scheduled work. Worse, on XX/XX/XXXX, I ordered a bathtub online from Lowe 's for {$490.00} and was given a specific window of time for delivery. 
When I received no other tracking information for several days, I contacted my local Lowe 's store and, after being placed on hold for more than 30 minutes, with calls being disconnected so that I had to call back, I was told that they could not provide me with the delivery information, although they did give me the number of the company making the delivery. When I called this company, they told me the item had been delivered. Then they told me it had not been delivered, but they could not give me a delivery date. At that point, I called Lowe 's again to cancel the order, as we had workers scheduled and I needed to get a bathtub to our home asap. Lowe 's told me they could not cancel the order. When the item did not arrive during the time frame I was originally given, I ordered another bathtub elsewhere. Then, a few days later, the delivery truck pulled up. We refused delivery and were not asked to sign anything. 
Since this time, Synchrony Bank has been billing me by US Mail, email, and now they are calling me. I DISPUTED THESE CHARGES in late XXXX or early XXXX -- as soon as I received the first bill -- over the phone and was told that all billing would cease until the matter was investigated. But that's when the harassment began. Still, I have been receiving multiple emails telling me that my payment is late, and now I am receiving phone calls. I am being warned not to build up further charges! I have emailed and talked to Synchrony Bank representatives and told them to stop emailing and calling, reminding them that the charges are in dispute. The most recent phone call came last night around XXXX XXXX. 
Today, I received a notification from Lowe 's credit card company that Lowe 's SAID they delivered the faucet and shower, so the {$99.00} payment is due with interest and late fees, and they are threatening me with additional late fees. They still have not resolved the issue of the {$490.00} bath tub and are not indicating that this charge is even in dispute. Again, in addition to the charges for the items, Lowe 's has tacked on interest charges and late fees. 
I told them that if the shower items were delivered and possibly stolen from my porch, I will contact the police and I will go ahead and pay the {$99.00}, but as a disputed charge, I will not pay any fees. 
This has gotten to the point of harassment, and I have made SEVERAL phone calls to both the bank ( Synchrony, which doesn't even accept consumers ' calls at this point ) and Lowe 's and have spent hours on the phone with them since XXXX, only for this harassment to continue. I have asked them repeatedly to stop emailing and calling.

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