Consumer complaint received 2022-06-13
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
Home Depot Credit Services Consumer Finance Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX XXXX  XXXX, Iowa USA Hello I have continued to have issues my Home Depot Account as it pertains to Promotional Balances. I have spoken to the Customer Service Team on 2 separate occasions with each call being about an hour. At the end of each call I was assured that things were taken care of. The second call I even asked to speak to a manager. Below is the detail of my concern and the information from each call. 

I have promotional balances that my additional payments I am making each month are not being applied properly. The 2 Promotional balances that I am addressing in the letter is the 2 that had a XX/XX/XXXX end date. 
1 ) o Purchase Date : XX/XX/XXXX Promotion End Date : XX/XX/XXXX o Original Balance : {$290.00} o Balance as of my XX/XX/XXXX call : {$66.00} per website o Payments made to date : {$230.00} 2 ) o Purchase Date : XX/XX/XXXX Promotion End Date : XX/XX/XXXX o Original Balance : {$550.00} o Balance as of my XX/XX/XXXX call : $ XXXX per website o Payments made to date : $ XXXX My first call was on XXXX and I spoke to XXXX. This call was XXXX hour XXXX mins. The reason for the call was that my additional payments were not being applied to either of the promotional balances. I explained to XXXX that I keep going into the site and marking the 2 Promotional Balance due on XX/XX/XXXX to be that XXXX where my additional payments should be applied. I had received letters/email communication that the selections for made however when I would go back into the site the selections were no longer checked as a selection. During this call I was put on hold numerous times. By the end of this call, I was told by XXXX that she had corrected all the payments and actually the promotional balances for these XXXX that were due on XX/XX/XXXX now had a XXXX balance. During the Call with XXXX, I noted the balances that were on the website. They are above. 

I kept going back to the website and checking and I was still not seeing that the balance on these were showing the updates that XXXX stated she made. 

I call back again on XX/XX/XXXX and asked to speak with a manager. I was transferred to XXXX. XXXX stated that the issue was I had a previous promotional balance that was set up before I made the purchases in XX/XX/XXXX that had the XX/XX/XXXX Promotional End Date. He could not explain why the many changes that I made online to change those extra payments over to the Promotional Balances that we due in XXXX were not sticking on my account. Again placed on hold multiple times and again was assured that he corrected the information. He stated that because my Promotional Balances  were now due in less than 60 days that all additional payments would go to those XXXX first. Per XXXX my payments for these 2 account would be approximately {$300.00}. When I looked online it appeared to me that those balances would be {$480.00}. 

I made sure that I made extra payments of {$500.00} so they would for sure be covered. As you can see from my statement dated XX/XX/XXXX that I received today in the mail my auto payment was made on XX/XX/XXXX for {$90.00} and additional payments were made on XX/XX/XXXX for {$300.00}, XX/XX/XXXX for {$150.00} and XX/XX/XXXX for {$50.00}. All of these additional payment should have been credited to those 2 Promotional Balances  that were due on XX/XX/XXXX. I did go back into the website after the XX/XX/XXXX payment and it did show that those promotional balances for XX/XX/XXXX had a XXXX balance. 


You will see the bill I received today shows that there were payments totaling the {$590.00} detailed above however they were not applied to the Promotional Balances  that were due on XX/XX/XXXX, only {$170.00}. You will also see that the interest I am being charged on this statement for {$140.00} includes {$38.00} and {$58.00} for those 2 Promotional Balances. 


I dont have time to continue to call and spend hours on the phone to try to resolve this. I did advise XXXX that was going to loop in the CFPB if I could not get this resolved. He did not seem concerned so I am hoping this will get the attention needed to resolve issue. I should have had no interest charged to for those 2 Promotional Balance account. My additional payments should have been allocated to these as requested. 
I do have a letter dated XX/XX/XXXX and another on XX/XX/XXXX that my extra payments would be applied to those 2 Promotional Balances. Had I realized this would of become such and issue I would saved everything and not deleted any emails. 
How can we resolved this and correct the interest I am being changed for the 2 Promotional Balances? 
Please advise

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