Consumer complaint received 2024-09-17 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: NY

Complaint narrative:
Lowes set-up my credit card account using the address on my drivers license in XX/XX/XXXX. I told the man at the counter that was my previous address that I no longer lived at and he said he would fix it I told him my current address and he typed it in the system. Although he said he fixed it, every time I placed an order online, it defaulted to my previous address for shipping. I have been able to cancel all of the previous orders that defaulted to my previous address, but this instance would not allow me to cancel. 

I have contacted Synchrony Bank/Lowes numerous times over the last year regarding XXXX # XXXX that should have been cancelled as follows : 1. I called Lowes XX/XX/XXXX immediately after noticing the erroneous address was used for shipping to cancel the order at XXXX, but no answer ( due to the XXXX XXXX XXXX? ) and the recording said available 7 Days/Week XXXX XXXX ( EST ). I called back the following morning ( XX/XX/XXXX ) and spoke with a woman who told me to call back when I receive the tracking information and they would stop the shipment. I received the Tracking information the same day ( XX/XX/XXXX ) and called back to give Lowes the information and the woman who answered that call said they could not stop the shipment and to dispute the charge with the credit card company. I said Lowes is the credit card company and she said when I get my statement to dispute the charge. I even went as far as contacting UPS and they said only the shipper can stop the shipment so they ( UPS ) refused to stop the shipment. 
2. XX/XX/XXXX I disputed the charge with Lowes ; XX/XX/XXXX I received a letter from Synchrony Bank stating my dispute was approved and my account has been credited ; My statement on XX/XX/XXXX was {$0.00} ( XXXX ). 
3. XX/XX/XXXX the charge was back on my statement ; I called again to dispute the charge and XX/XX/XXXX I received a letter from Synchrony again crediting my account. 
XXXX. XX/XX/XXXX I called Synchrony Bank again and this call was on a recorded line and I asked the individual ( XXXX, XXXX XXXX XXXX. ) @ XXXX for a XXXX ; XXXX XXXX XXXX, Lowes XXXX XXXX XXXX ) submitted dispute again @ XXXX. This was a recorded call and I specifically asked if they understood what occurred ( as I always asked in the previous calls ) and they said YES. Ive been a loyal customer of Lowes for many years spending thousands of dollars for all of my home needs and this treatment caused me to request closure of the account on XX/XX/XXXX ( this is recorded on the XX/XX/XXXX call ). 

XXXX Credit was issued on my account XX/XX/XXXX ; XX/XX/XXXX I received a letter from Synchrony Bank stating We have submitted a request to the major credit bureaus to delete any delinquency that occurred from XX/XX/XXXX to XX/XX/XXXX. At this point, I thought the matter was resolved. The charge came back to my account in XXXX with more interest and fees and my credit score is going down every month.

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