Consumer complaint received 2015-12-09
Company: SYNCHRONY FINANCIAL
State: NC
Product: Credit card
Issue: Billing disputes

Complaint:
This has been going on since XXXX XXXX, 2015. 
Wasted over XXXX hours & spoken to more than XXXX people at Synchrony. The conversation has been the same every time. We 've worked on trying to figure out exactly what the balance has been, we get told we 're believed and they will work with Lowe 's to resolve the issues and get charges for the things we do not have removed. 
In every case, those Synchrony persons fail to do so and then just stop communicating. 
On XXXX/XXXX/15 sent an email for written proof to XXXX XXXX of Synchrony financial to suspend all charges as everything is in dispute until we figured out where all the problems since the inception of the card. 
Per XXXX XXXX, she failed to do so and a rep did so when I called in on the phone. I could n't make out the name but what I wrote down was she stated XXXX put the charges in dispute on XXXX/XXXX/15. 
Again the last person I wasted time explaining everything to and who promised she would even store video if necessary to prove we do n't have the items we 've been charged for. Below is her email where she gave her word she 'd be back in touch with us on XXXX/XXXX/15 by XXXX. 
She has yet to contact us back and I 've followed up several times since. 
There are many caveats but the last XXXX is as I told her, but with this being such as mess what we did for now is go back to our XXXX/XXXX/15 conversation with XXXX XXXX. 
We called and the balance was {$3100.00}. However, she stated it was actually over {$5.00}, xxx but there were {$2600.00} in credits that had n't been applied back to the balance. 
That day we closed the account because of the problems. All invoices were showing in the account. She stated with the {$2600.00} applied back, the final was {$3300.00}. 
Since the account was current in XXXX and she did n't apply {$2600.00} in credits back to our account to XXXX/XXXX/15, we went through all XXXX transactions to the end. 
Attached is the spreadsheet of the balance we came up with and it 's {$3600.00}. 
With what Lowe 's have done and how screwed up the LAR account is, there is no way this is going to get resolved down to the penny. So we asked if the balance is the {$3300.00} XXXX XXXX stated it was, or is it the {$3600.00} we came up with. If the later, we want to know/see where all the {$2600.00} in credits XXXX XXXX stated she applied on XXXX/XXXX/15 went because based on statements, if there were {$2600.00} in credits that were applied on XXXX/XXXX/15, then the balance should be {$3000.00}. 
Also note since early on, we focused on just XXXX invoices which were XXXX & XXXX where there were over {$3000.00} worth of items we never purchased or do n't have because of returns. Since XXXX, Synchrony and Lowe 's have failed fix ever item we 've pointed out on the invoice and we can prove we do n't have. 
Having said that, we filed a dispute in writing on XXXX/XXXX/15. XXXX confirmed the charges were under dispute on XXXX/XXXX/15. Our dispute was not resolved in XXXX billing cycles nor have we received anything in writing if stating what the answer to that dispute is. 
I 've stated since day XXXX, we will pay for anything we find we have that has n't been paid for but not for things we know we do n't. 
So we can work to figure out if the balance is a legit {$3000.00}, {$3100.00}, {$3300.00} which are figures your representative originally stated it was. Or we can agree on the {$3600.00} we went through and came up with if you somebody can show us where the {$2600.00} in credits that were supposed to be applied on XXXX/XXXX/15 went. Again, keep in mind, our account was current in XXXX so nobody can argue they went towards balances before XXXX. 
Per the FCBA, we feel that by the law the fact that our dispute has not been handled within the time limits is should have. We 're not litigious and I 'll still maintain we 'll pay a balance owed, but at worse case it 's {$3600.00} and that 's us being generous.

Company response to consumer: Closed with explanation