Consumer complaint received 2026-03-12 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: SYNCHRONY FINANCIAL
State: FL

Complaint narrative:
I am submitting this complaint regarding promotional financing that was offered to me through a Lowes Synchrony credit card ( account ending in XXXX ) and the repeated misinformation I received from XXXX employees regarding the terms of the promotion. On XX/XX/XXXX, I made a purchase at XXXX XXXX XXXX, XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX in the amount of {$3500.00} for kitchen appliances and a washer and dryer. Prior to making this purchase, I had never been a Lowes Synchrony credit card holder and was fully prepared to pay for the items in cash. However, a store employee informed me that if I applied and was approved for the Lowes Synchrony credit card, I could take advantage of a promotional offer of six months with no interest based on my most recent purchase. I was approved for an {$8000.00} credit limit that day and proceeded with the purchase. Before completing the transaction, I specifically asked the associate again whether the six-month no-interest promotion would be based on my most recent purchase. She assured me that it would be. On XX/XX/XXXX, approximately a month later, XXXX identified an internal error with my order. As a result, my entire order was refunded and then repurchased in split transactions. This situation caused confusion, but after confirming again with store staff that the six-month no-interest promotion would still be based on my most recent XXXX purchase, I continued using the card under that understanding. In XX/XX/XXXX, I made another purchase. Before doing so, I again asked a store associate whether the six-month promotional period would now be based on that new purchase date since it was my most recent transaction. Once again, I was told that it would be. However, six months after the original XX/XX/XXXX purchase date, I received notice that my balance had significantly increased because interest had been applied. I immediately contacted customer service on what I understand to be a recorded phone line. During that call, I was told that the store associates had been incorrect and that nothing could be done. I then submitted a formal complaint. I have never missed a payment on this account, nor have I made any late payments. After waiting approximately two months without receiving a response, I contacted the company again and was informed that a resolution letter had been generated on XX/XX/XXXX. To this day, I have still not received that letter. During that call, I was told that my requests to have the interest refunded and to be provided a reasonable period of time to pay off the balance were denied. I was also told that the letter stated I should have been informed at the time of sign-up that the promotional period could have been extended from six months to one year. That option was never explained or offered to me by any XXXX employee. Additionally, the representative assigned to handle my case has refused to respond to my follow-up emails or return my phone calls regarding this issue. My attempts to communicate and resolve this matter directly have largely been ignored. Because I relied on the information provided to me by XXXX employees on multiple occasions, I used the credit card under the belief that the promotional period would be based on my most recent purchase. Instead, XXXX chose to apply the promotion to the original XXXX purchase date, even though the entire order was refunded and repurchased due to XXXX own error. At the very least, the promotion could have reasonably been applied to the new transaction date created by XXXX refund and repurchase, which occurred nearly a month later. The financial impact of this situation has been significant. I am currently in the process of purchasing a home, and the balance and interest associated with this account are now drastically affecting my debt-to-income ratio. This has the potential to negatively impact my ability to qualify for a mortgage. Furthermore, the amount of interest that has been charged to my account is substantial. Had that money instead been applied toward the principal balance, my original purchase could likely have been paid off in full by now. After researching this issue further, I have also found that many other customers have reported similar problems involving XXXX promotional financing and misinformation regarding deferred interest terms. It appears that these complaints are often dismissed or quietly resolved without addressing the broader pattern of misleading information provided to customers. In summary, I relied on the information provided by XXXX staff multiple times before making purchases and using their credit program. Each time I sought clarification, I was reassured that the six-month no-interest promotion would be based on my most recent purchase. That information ultimately proved to be incorrect, and I have been financially harmed as a result. I am requesting the following resolution : A refund of all interest that has been charged as a result of the misinformation I received. A full review of this account and the communications that took place regarding the promotional financing terms. Greater oversight of XXXX in-store credit promotion disclosures to prevent other consumers from experiencing the same issue. I believe I acted in good faith and relied on the information given to me by XXXX employees multiple times. I respectfully request that this matter be investigated and that a fair resolution be provided.

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