Consumer complaint received 2026-04-10 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: LA

Complaint narrative:
We previously opened a dispute asking for a resolution to an amount of {$630.00} that we continue to be billed for from Synchrony Bank/Lowe 's that we do not owe. After we contacted you, we received a letter from Synchrony Bank dated XX/XX/XXXX stating they needed more information to resolve our dispute, i.e., explanation of issue, receipts, correspondence, payment methods or any other documents that may assist them with resolving this issue. On XX/XX/XXXX we sent them copies of receipts along with other documents by certified mail to the address on their letter per their instructions. On XX/XX/XXXX we received another letter by email stating they need documentation of payment and if they don't receive it within 15 days from the date of the letter they will close the claim. This was the third time all of this information has been sent. Twice by us and once by XXXX, the assistant manager at the Lowe 's store. This all began on XX/XX/XXXX when we went into the Lowe 's store and paid the balance of {$1400.00} in full. We paid {$630.00} by check # XXXX and {$770.00} cash. This is where the problem began. The Lowe 's associate, XXXX, ran our check for the full balance of {$1400.00} in error and did not know how to correct it due to a " new system ''. They called their IT department and were told to do an adjustment of {$630.00} instead of a void. They took our {$770.00} cash payment but did not run our check back through. Our check cleared our bank for {$630.00}. We made numerous calls to Synchrony Bank and one person would tell us they had not received the check and one person would tell us they did. We opened several disputes with them as did XXXX at the Lowe 's store, with no luck. In XX/XX/XXXX we received a bill from Synchrony Bank for {$1200.00}. XXXX at Lowe 's called them to see why they billed us for {$1200.00}. She was told a " fake adjustment '' was done for {$630.00} on XX/XX/XXXX by them but they could not explain why. ( This was 2 days after the Lowe 's store added back the {$630.00} ) On XX/XX/XXXX XXXX at Lowe 's ran a {$630.00} cash payment on our Lowe 's credit card to " fix '' their error made on XX/XX/XXXX for the {$630.00}. She called Synchrony Bank and told them what she had done and that we should not owe anything, that we have not made any additional purchases on our credit card since paying the {$1400.00} balance off on XX/XX/XXXX. She reminded them that they told her the additional {$630.00} was a " fake adjustment '' made by them ( Synchrony Bank ) on XX/XX/XXXX and it needed to be taken off. They told her they would take a look at it. We have continued to receive statements for this additional {$630.00} and when we call Synchrony Bank no one can tell us what it is for other than we owe it. On XX/XX/XXXX XXXX at Lowe 's faxed our receipts to their general accounting department with another explanation of everything. On XX/XX/XXXX XXXX called Synchrony Bank again and was told she needed to call Lowe 's corporate accounting to handle the issue. She called Lowe 's corporate accounting and they in turn called Synchrony and told them we do not owe this {$630.00} and that someone from Synchrony would be calling her the next day. She never heard back from anyone. Now that the Lowe 's store corrected their error they won't return our calls and aren't willing to help us with the Synchrony Bank issue even though all of this began with their error. The last time we actually spoke to someone at Synchrony was XX/XX/XXXX. We called again to see if we could get someone to understand that this is obviously and accounting error by them, but after being on the phone with them for 45 minutes were told we owe it. We are at a loss as to what to do next. This is an obvious accounting error. Between our time at the store and numerous phone calls we have spent hours on this and now have spent money trying to get this straightened out. We are asking that you please review the documents that we have sent to Synchrony Bank several times and please let us know if there is anything else we can do to get this straightened out. We have excellent credit and don't want this to harm us in any way. Thank you for your help in this matter. XXXX & XXXX XXXX

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 monetary relief