Consumer complaint received 2025-02-11 00:00:00
Product: Credit card — Store credit card
Issue: Fees or interest — Problem with fees
Company: SYNCHRONY FINANCIAL
State: KS

Complaint narrative:
I would like to place my complaint in writing about a situation I have encountered with lowes and its credit card servicer. 

As a lowes customer for several home renovation projects and large purchases, my most recent experience has left me questioning where I will continue doing business and who I will refer to lowes for large purchases such as countertops. I would like to bring to your attention my experience to give you an idea of how situations with promotions on the Lowe 's credit card create confusion and the credit card servicer ( synchrony ) withholds information so they can collect higher interest fees.

Last year I got two quotes for countertops, one through Lowes and one through a local company. I decided to go through Lowes due to a great promotion of 120 months at 9.99 % interest and there was a sale on the countertop we liked. I have several email correspondences from the planning and purchasing process. I am diligent in making sure that what I am told is followed through with and I have an email with the online countertop planner that I asked about the promotion and was assured if for some reason it did not get put on the card that way that Lowes customer service can make it right.

We have been paying on our countertop purchase for a year and paid almost {$1000.00}. When I noticed our balance not going down I logged in and the interest rate was 31 %. I called Synchrony Credit Card and spent 2 hours on the phone. I was hung up on two times and the information I called to obtain was not easy to get.

The first call the lady re-assured me that it was at 9.99 %. I continued to ask about the 31 % and she said that is on new purchases. Everytime I asked about other charges, she almost refused to answer those questions and went around and around the question I was asking. It was exhausting to try to get a simple answer for the reason my balance was not going down. I even said, this should be black and white- I feel like you are not answering my questions and making this more confusing. She transferred me to a manager- who ended up hanging up on me. I called back and Did not give any of the previous information but explained I need to see what my most recent purchases are. She gave me the purchases and totals but then when I explained the initial conversation to her about the issues I had in the previous call, she hung up on me too.

I then called one more time and got another customer service person, who explained the other three charges and the reason my balance was not going down was due to the purchase of the sink and faucet for the installation. He said that they have not been applying our payment to that promotion.

After finding this information and being hung up on two times, I am very frustrated at the way this has been handled. I feel that Synchrony bank has been dishonest by deception. They withheld information from me so that I was not able to make a financial decision. Yes, they make their money from interest and I understand that but when I call and I can not get the information that I need to understand the promotions and charges It seems very much like they do that to create confusion and make customers continue paying higher interest fees.

In my eyes I now have a {$1600.00} sink that was only worth {$300.00}. I think Lowes needs to understand how the promotions are being used at Synchrony Bank to deceive Lowes valued customers. I am not asking for much but I would like some of the previous interest charges waived on my account. I think this issue needs to be resolved especially because the Lowes countertop process also had several issues with communication and quality.

I would like a follow up on my complaint at your earliest convenience. I appreciate your attention to this matter. 

Thank you, 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 explanation