Consumer complaint received 2025-03-25 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: CA

Complaint narrative:
I purchased a washer and dryer from Lowe 's in the XXXX of XXXX, CA. on XX/XX/XXXX. Upon delivery multiple units were defective, and they had to be replaced. Instead of just sending me another one they continuously charged me for the devices, which caused major billing issues. 

The billing issues were primary resolved in XX/XX/XXXX minus a {$25.00} additional charge Lowe 's was unable to find where that came from. They stated they would credit me and never did. My husband and I were making consistent payments since we had XXXX interest for a year on the credit card. I requested a new card because I was unable to locate my original card ending with the number XXXX. They sent me another card the new number was XXXX. They transferred the entire account to the new card, and I confirmed the account ending in XXXX had a XXXX balance. Shortly thereafter in XXXX of XXXX we noticed an unknown person at Synchrony bank was inappropriately messing with our account. The balances were being changed on a frequent basis for no reason by an unknown employee at Synchrony bank. The dispute had been rectified with Lowe 's in XXXX, and Synchrony was made aware of this multiple times via phone and online. Based on our concern we made the decision to pay off the balance owned and close the card. The card was XXXX 'ed out and the credit card was closed on XX/XX/XXXX. I called again in XXXX to confirm the account had been closed and was told it was with nothing owed. In XXXX we received another bill for the amount of {$250.00} and was told it was for a previous balance from the account. When I called, they told me it was on account number XXXX. That was not a true statement! everything had been moved over and even customer service told me such. 

on XX/XX/XXXX I had to get Lowe 's supervision XXXX XXXX involved and we had a three-way conversation with Synchrony bank. They told us both the balance was for the extended warranty, and I told them the entire account was paid off in XXXX. They did confirm this with us. I informed them I had been charged for two extended warranties and Lowe 's had credited one of the two back to my account. On XX/XX/XXXX in the amount of XXXX the transaction number was XXXX terminal # XXXX under order number XXXX. They informed me they recharged me for the amount. I told them I had paid the amount when I paid off my balance and closed the account! XXXX was informed the only way for them to write the charge off was for me to dispute it and for XXXX to approve the amount to be written off. XXXX provided them with the documentation. Synchrony bank, however sent a letter dated XXXX/XXXX/XXXX that read. we have completed our review of the disputed transaction I am pleased to let you know that a credit in the amount of {$240.00} was applied to your account on XX/XX/XXXX in response to your inquiry submitted in XX/XX/XXXX. This was incorrect they did do the credit on XX/XX/XXXX and recharge it again for the warranty after the account was paid off and closed in XXXX! They were supposed to have written off the new charge that has since occurred interest and had a balance of {$240.00}. I have to supervisor at Synchrony bank " XXXX '' on XX/XX/XXXX, XXXX she informed me she saw where they gave me a credit for the warranty on XX/XX/XXXX and after the account was paid off and closed someone went in and recharged it. She informed me that should not have been done, and she would give me a credit for the XXXX XXXX  and resubmitted for a credit of the {$240.00}. I received a call from the number XXXX on XX/XX/XXXX, and told they are reviewing my account yet again after I made a complaint with the XXXX XXXX XXXX I am requesting assistance with having the credit placed on my account and anything on my credit bureau for late payments be removed. Furthermore, this behavior when an account had been paid off and closed is unfair business practices and this company needs to be investigated!

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