Consumer complaint received 2025-11-14 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: MT

Complaint narrative:
A purchase was made at Lowes via a Lowes credit card with a previously {$0.00} balance on XX/XX/XXXX of {$15.00}. On XX/XX/XXXX, apparently the statement cycle date, a late fee of {$15.00} ( exactly the same amount ) was levied. However, payment of 'total balance due ' of {$30.00} was made on XX/XX/XXXX. 
On XX/XX/XXXX, I received notification by email from my credit monitoring that I was delinquent, and that I had suffered a XXXX point drop in my XXXX XXXX. On investigation, this was caused by a {$2.00} XXXX interest charge ' applied to the Lowes account on XX/XX/XXXX, followed by another on XX/XX/XXXX, and another on XX/XX/XXXX. This 'past due ' has been reported to the credit bureaus per the monitoring agency as of XX/XX/XXXX, ( per XXXX XXXX monitoring, on XX/XX/XXXX and XX/XX/XXXX ) and resulted in a XXXX point reduction in my XXXX XXXX. 
I contacted Lowes immediately. While they credited the {$15.00} late fee back ( resulting in an account positive balance of {$9.00} ), they could not explain why, if I paid the XXXX XXXX ' as shown on the website on XX/XX/XXXX, an addition charge was placed on the same day. 
In addition, I reported that I had received no notification of any balance due from Lowes. Although Lowes reviewed and confirmed the email address on file, a THOROUGH search of not only this email address, including SPAM and junk, AND another active email account has found only one email on the dates the company claimed notices were sent, one sent on Sunday XXXX, but no previous emails from Lowes or the credit card XXXX XXXX XXXX Synchrony Bank ) whatsoever. Although I realize that I overlooked that email there are no previous emails of statements, and I certainly did not expect any balance as I had paid the XXXX Due " in good faith on XX/XX/XXXX. 
I was transferred to Lowes 'credit division ' to a representative who took the information and said they would file a complaint on my behalf, but what that means exactly is unclear.

The representative reported that a 'resolution/dispute result ' letter would be sent by email or more likely by mail, but it is unclear to me who this is being filed with, or what remediation is available through this method.

I am unable to resolve the email issue - Since I receive plenty of emails to that active address, I see no reason why emails from Lowes should not be received ( although I realize that this is not proof that they are not being sent. I am however concerned that even if a resolution is found, I will not receive notice of it ; the Lowes credit representative declined to add an alternate email address for backup ) I have worked very hard to keep my credit exemplary. A review of my credit history over the past decade will show such. I am extremely upset by this circum
stance ; as I paid exactly what Lowes reported was due on XX/XX/XXXX, including the financial fees charged and applied on the statement date of XX/XX/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