Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #5826584
Complaint Overview
Complaint ID: 5826584
Company: Synchrony Financial
Product: Credit card or prepaid card
Sub-Product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Texas
ZIP Code: 78626
Date Received: 2022-07-30T12:00:00-05:00
Date Sent to Company: 2022-08-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I purchased a second refrigerator from Lowes using a Lowes credit card. When the refrigerator came the delivery men noticed it was damaged so they took it back to the distribution center. I received a call saying they received the damaged refrigerator and someone would call me later to discuss ordering a replacement. I never received a call. Due to all of The problems I had with Lowes with this second order and the first order where my new floors were damaged at delivery, I decided to purchase a refrigerator from another merchant. The next day I received an email from Lowes that they had ordered another refrigerator ( this is a third order ). This was without my approval and knowledge. I cancelled that order via email immediately. I expected the return for the damaged refrigerator to be applied to my original form of payment - the Lowes credit card. When I checked my credit card balance the refrigerator purchase was still on my account. I called Lowes customer service and they said the damaged refrigerator was returned to a merchandise card and the third refrigerator was ordered with a merchandise card and that they can not apply the return back to my Lowes card. They insisted on sending me a merchandise card. I told them I did not agree for the return to be applied to a merchandise card and that I wanted the return applied to the original form of payment that I agreed to - the Lowes credit card. I also told them I did not agree or have any knowledge that the employee ordered a third refrigerator with a merchandise card. I have called several times and wrote several emails trying to resolve the matter. I spoke to XXXX on XX/XX/22 at Corporate- she insisted that she can only provide a merchandise card and is not able to apply the return to the credit card that I used to make the purchase. She also said she would let the fraud department know about the unauthorized purchase of the third refrigerator. I spoke to XXXX at Corporate on XX/XX/22 and he said there is nothing he can do I have to accept the merchandise card and they are not able to apply the return to my Lowes card. I let him know I did not agree or have any knowledge that the employee issued the return to a merchandise card and then ordered another refrigerator with a merchandise card. He basically hung up on me. I spoke to XXXX and XXXX with corporate on XX/XX/22 -they said the same thing and said I can take the merchandise card to a Lowes store get a cash out and then put the funds back to the credit card. I asked for information regarding the fraud case with the unauthorized purchase of the third refrigerator using the merchandise card and XXXX and XXXX refused to give me any Information. I looked at the Lowes return policy and it said that a return within the required time and with a receipt goes back to the original form of payment. They did not follow their own policy and forced a merchandise card on me when I asked several times to apply the return back to the Lowes credit card. I received a merchandise card from Lowes yesterday XX/XX/22. I am going to take it to the store and ask for a cash out per XXXX and XXXX with Lowes corporate. I am going to take the funds from the cash out and apply it to the Lowes credit card. This is very very poor customer service and I feel taken advantage of by this Retail Corporation. As a consumer I have rights and I felt like the employees of Lowes did not care about the Law or my rights and just did whatever they wanted to and I will never do business with Lowes again.
Frequently Asked Questions
What is Complaint #5826584 about?
Complaint #5826584 was filed against Synchrony Financial regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2022-07-30T12:00:00-05:00.
How did Synchrony Financial respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Synchrony Financial?
Yes, visit the Synchrony Financial company profile at readthecomplaint.com/company/synchrony-financial to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.