Consumer complaint received 2026-03-02 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SYNCHRONY FINANCIAL
State: TX

Complaint narrative:
I purchased custom bathroom and laundry cabinets from my local Lowe 's retailer. In store, I applied for the Synchrony, my Lowe 's card to finance the purchase. I was told the cabinets would arrive on a certain day, and was told that I had to be home to receive the shipment. I took time from work to receive the shipment, but the cabinets did not arrive on the agree upon day. I was then told they would arrive in the next few day, but could not provide a definitive date/time. I learned then that Lowe 's contracted with a XXXX party for the delivery of the cabinets. The cabinets were delivered uninspected on XX/XX/XXXX. The cabinet installations and plumbing were also contracted to several third parties, however the plumbing was not done properly ( laundry room flooded, cabinets cut for plumbing ) by a licensed plumber and the installation of cabinets included a worker that I found standing at my dresser in the master bedroom instead of working in the master bathroom ). The cabinet installers made unnecessary holes in the cabinets, misaligned the woodwork, and never completed the work. I communicated with Lowe 's representatives, management and supervisors, but never came to a resolution. I contacted Synchrony/My Lowe 's credit card on XX/XX/XXXX, regarding the charges totaling {$16000.00}. The telephone representative told me there was nothing they could do. On XX/XX/XXXX, I received a letter from Synchrony/My Lowe 's customer service asking that I contact them because their review identified that my inquiry was not handled appropriately and an investigation was launched. I submitted information and pictures requested. On XX/XX/XXXX, I received a letter from Synchrony, saying that they were pleased to inform me that my account had been credited for the the full amount, {$16000.00}, It went on to comment that since the adjustments resulted in a credit balance on my account, that a refund check would automatically be sent within the next XXXX days. The refund was not sent within XXXX days, so I contacted Synchrony customer service and the customer service representative said that I needed to have made that call to initiate the refund check. I waited, but nothing was ever sent. I repeatedly contacted Synchrony customer service, but every time I would get a different representative, even when I would ask to speak to a supervisor. After repeated calls, on XX/XX/XXXX, I received check # XXXX for half the amount, {$8200.00} and on XX/XX/XXXX, I received check # XXXX for half the amount, {$8200.00}. However, my bank sent me a letter on XX/XX/XXXX, that check # XXXX was returned by the merchant unpaid and the money was removed from my account. I have continued to contact Synchrony regarding the pending refund difference and there response is, " Upon review of your account, we have determined that a refund is not due at this time. '' without further explanation of the initial refund check that was returned unpaid.

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