Consumer complaint received 2022-07-18
Company: SYNCHRONY FINANCIAL
State: NC
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:
On XX/XX/XXXX, I purchased an upright frost-free freezer from my local Lowe 's store in the amount of {$1000.00} ( deferred interest promotion expiration date XX/XX/XXXX ). The expected delivery date was XX/XX/XXXX. I received a call prior to delivery from my local Lowe 's store indicating the item was damaged in transit and a new freezer will need to be ordered. The revised delivery date was XX/XX/XXXX. To ensure smooth delivery, I called my local store and " XXXX '' number listed via XXXX to confirm delivery. Confirmation of delivery was received. On XX/XX/XXXX, the freezer did not arrive nor did I receive a call indicating the same. As a result, I called the delivery department and was told they did not have my delivery on file for that date. Subsequently, I called the local store and was informed that they could not locate where the freezer was located. The item was lost and unable to be tracked. The manager informed me that I could return to the store to receive a full refund. The refund was processed on XX/XX/XXXX. 

On XX/XX/XXXX, I traveled to another Lowe 's store to purchase an upright freezer because I was in need of the item. A purchase was made in the amount of {$1000.00} ( deferred interest promotion expiration date XX/XX/XXXX ). This item arrived as expected. 
Subsequently, I discovered the first promo still remained on my account ( customers are advised to wait 1-2 billing statements ). Lowe 's applied the refund towards my general purchases balance and not the promotional purchase which is where it should've gone. As such, payments I thought I was making towards the {$1000.00} promotion went towards the {$1000.00} promotion instead. Money was applied towards a purchase I NEVER received. As of date, my account still reflects TWO promotions although I am in receipt of only ONE upright freezer. 

I questioned the company as to why a refund was applied towards the general balance and not the promotion. The representative instructed me that this is BETTER because my general balance is lower. How is having TWO promotions with expiration dates in close proximity better? How is paying for an item I NEVER received better? How could risking not paying {$2100.00} IN FULL by the respective expiration dates better? Interest will be compound from the initial date of purchase if not paid in full by the expiration date. That is not what I signed and contracted for. I agreed to a deferred interest promotion. Not a general non-promotional purchase. I promptly requested the representative correctly allocate the refund towards the promotion of {$1000.00} because payments that I've been making were going to the incorrect promotion for an item I NEVER RECEIVED. As stated, Lowe 's damaged and subsequently lost the product. 
The allocation was supposed to be applied on XX/XX/XXXX. By doing so, the {$1000.00} balance should've zero out on my account and ALL payments reallocated towards the correct promotion of {$1000.00}. I have been dealing with this painful situation every month since XX/XX/XXXX. BOTH promotions still reflect on my account today. Monies paid continues to be applied towards the incorrect promotion. I've escalated this issue to managers to no avail. I am consistently told the payment would be reallocated towards the correct balance within 1-2 billing cycles. EVERY month I explain the same problem. EVERY month I'm given false information because BOTH promotions are still on my account. EVERY month I have to request another allocation. I was even told to disregard the statement because it's not correct. This is not acceptable! 

As of XX/XX/XXXX, I am still faced with the same problem. On XX/XX/XXXX, I was told by a representative that he could not allocate my payment correctly. Prior associates were not correctly allocating my payments and that I need to call back to request a supervisor make the correction. The department was currently closed. I've already spoken to a supervisor. Why are the employees of Lowe 's unable to correctly apply ALL payments towards the correct balance and zero out the incorrect balance so no future payments applied towards the incorrect purchase. To add insult to injury, the representative also refused to make the notation on the account as I requested. I made note of this refusal and the note the representative decided would be made on my account. The representative 's refusal and lack of regard truly showed how Lowe 's " value '' its customers. 

This situation should've been rectified in its entirety on XX/XX/XXXX. Now EVERY month I have to go through the headache of requesting my payments apply towards the correct promotional balance. This is absurd!!!! Lowe 's is preventing me from being a fully informed customer because I am unable to track via the bill my correct promotional balance and how much money is owed on the purchase in the amount of {$1000.00}. Monthly statements and my personal records do not coincide because payments are not correctly applied. EVERY month I am told to wait 1-2 billing cycles. Why do I have to continue to wait for Lowe 's to correct its error!!!!!! This has been a consistent issue since XX/XX/XXXX. We are beyond the 1-2 billing cycles threshold. 

I request Lowe 's refund my account in full in the amount of {$1000.00}. I request Lowe 's correctly apply this refund towards the promotional purchase balance and NOT the general purchases balance. I request Lowe 's remove the INCORRECT balance of {$1000.00} from my account in its entirety. I request Lowe 's allocate all payments made towards the CORRECT balance of {$1000.00}. Highly important, I request Lowe 's make the appropriate CORRECTIONS to my account expeditiously!!!!!!!!! As a long-time customer, I am irate and appalled by this horrendous situation. 

Added suggestions are as follows, I suggest Lowe 's work towards putting better risks and controls in place to mitigate these types of system errors, make efforts towards enhancing its technology as well as providing customers with clear statements. I suggest Lowe 's properly train respective employees on billing, payments, allocations, and most importantly customer service. Lastly, I suggest Lowe 's make efforts toward enhancing its key performance indicators. Understandably, these suggestions will take longer to cure.

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