Consumer complaint received 2018-05-09
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
Sometime in early XX/XX/XXXX, I contacted XXXX XXXX regarding a APR reduction. After connecting with a phone representative, and being verified and confirming the account that I needed assistance with ( acct ending XXXX ). I went on to request a APR reduction ; however, the call disconnected. I can not say if it was on my end or if I was hung up on. I immediately called back, and indicated to the 2nd Sears representative that I had previously called regarding an interest reduction on my account, but that the call " dropped ''. I was verified, but apparently the account for which I was calling about was not accessed, ( I have XXXXwo accounts with Sears ). The representative continued the conversation and indicated that she/he was successful in processing the reduction and confirmed that the rate was reduced from 26.74 % to 16.74 %, I may be off on the point aspect. The representative indicated that I would see changes in the rate reflected on the next statement cycle. I thanked them and we ended the call. 

On reviewing my statement at the beginning of XX/XX/XXXX, I noticed that the rate had remained the same. I contacted Sears and spoke to a representative, who indicated that the rate change may take a while and may reflect on the next statement. I accepted the reasoning and kept an eye out for the XX/XX/XXXX statement. 

However, they were no changes. I called again, and this time was able to speak with XXXX a manager who I explained the issue to. He requested that I allow him sometime to review the issue, and provide me a call back, which I did. When XXXX connected with me later that day he indicated that an interest reduction was indeed completed ; however, it was completed on the Sears card on which I do not have a balance. He also indicated that a letter was mailed indicating that he reduction was completed. 

This was the first time in calling Sears from the beginning of XX/XX/XXXX, through XX/XX/XXXX, that I was told this. I again explained to XXXX about the first call dropping and the subsequent follow up call that took place and the account which was verified for maintenance, which was the account ending in XXXX, which is the only account that carries a balance. 

At this time XXXX indicated that there was nothing that he could do to further assist. But did offer to refund the interest that was charged for XX/XX/XXXX which was about {$110.00}. I requested that the issue be escalated as it was not my error that the Sears representative DID NOT verify the account for which I was calling, and did indicate to me that the interest reduction was completed. This is deceptive as I was led to believe that my account ending in XXXX, was the account to which the interest reduction was applied, as it is the only Sears account which carries a balance. 

I requested that the issue be escalated, and received a call from XXXX, who indicated that she represented the Executive Office for Sears and would be reviewing the issue. She also indicated that she had reviewed the calls and confirmed that the second representative DID NOT verify an account with me, but that the reduction was completed on my XXXX store card. She also indicated that my card ending in XXXX does not qualify for an interest reduction. It's funny that a card which carries a balance does not qualify but a card that does not have a balance qualifies. Another deceptive practice by this company. 

I request XXXX 's manager call me, to which she first indicated that she was the highest point of contact, after insisting that her manager call, she indicated that I would be receiving a call from her manager XXXX within 24 to 48 hours. The call was made to be but way outside that timeframe ... XXXX stuck to the SEARS storyline of the card ending XXXX not being eligible ; however, NO ONE is addressing the fact that on my initial call which was verified as for the card ending in XXXX, which unfortunately dropped and I called back, and indicated what had happened and which card should have been serviced seems to be falling on deaf ears. 

These " BIG '' companies are playing deceptive games with consumers who use their services. It is the representatives ' responsibilities to verify and confirm the account ( s ) that their customers are inquiring about. 

I feel very deceived and tricked into believing that I received service on a particular card, when SEARS serviced a totally different one. 


1 ). Why would anyone request service on a card that there is not a balance on to affect there payments? 
2 ). Sears representatives responsibilities to verify and confirm the account ( s ) that their customers are inquiring about.

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