Consumer complaint received 2022-07-30
Company: SYNCHRONY FINANCIAL
State: TX
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 purchased a second refrigerator from Lowes using a Lowes credit card. When the refrigerator came the delivery men noticed it was damaged so they took it back to the distribution center. I received a call saying they received the damaged refrigerator and someone would call me later to discuss ordering a replacement. I never received a call. Due to all of The problems I had with Lowes with this second order and the first order where my new floors were damaged at delivery, I decided to purchase a refrigerator from another merchant.

The next day I received an email from Lowes that they had ordered another refrigerator ( this is a third order ). This was without my approval and knowledge. I cancelled that order via email immediately.

I expected the return for the damaged refrigerator to be applied to my original form of payment - the Lowes credit card.

When I checked my credit card balance the refrigerator purchase was still on my account. I called Lowes customer service and they said the damaged refrigerator was returned to a merchandise card and the third refrigerator was ordered with a merchandise card and that they can not apply the return back to my Lowes card. They insisted on sending me a merchandise card. I told them I did not agree for the return to be applied to a merchandise card and that I wanted the return applied to the original form of payment that I agreed to - the Lowes credit card. I also told them I did not agree or have any knowledge that the employee ordered a third refrigerator with a merchandise card.

I have called several times and wrote several emails trying to resolve the matter. 
I spoke to XXXX on XX/XX/22 at Corporate- she insisted that she can only provide a merchandise card and is not able to apply the return to the credit card that I used to make the purchase. She also said she would let the fraud department know about the unauthorized purchase of the third refrigerator. 
I spoke to XXXX at Corporate on XX/XX/22 and he said there is nothing he can do I have to accept the merchandise card and they are not able to apply the return to my Lowes card. I let him know I did not agree or have any knowledge that the employee issued the return to a merchandise card and then ordered another refrigerator with a merchandise card. He basically hung up on me. 
I spoke to XXXX and XXXX with corporate on XX/XX/22 -they said the same thing and said I can take the merchandise card to a Lowes store get a cash out and then put the funds back to the credit card. I asked for information regarding the fraud case with the unauthorized purchase of the third refrigerator using the merchandise card and XXXX and XXXX refused to give me any Information. I looked at the Lowes return policy and it said that a return within the required time and with a receipt goes back to the original form of payment. They did not follow their own policy and forced a merchandise card on me when I asked several times to apply the return back to the Lowes credit card.

I received a merchandise card from Lowes yesterday XX/XX/22. I am going to take it to the store and ask for a cash out per XXXX and XXXX with Lowes corporate. I am going to take the funds from the cash out and apply it to the Lowes credit card.

This is very very poor customer service and I feel taken advantage of by this Retail Corporation. As a consumer I have rights and I felt like the employees of Lowes did not care about the Law or my rights and just did whatever they wanted to and I will never do business with Lowes again.

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