Consumer complaint received 2018-01-20
Company: CITIBANK, N.A.
State: GA
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:
OnXX/XX/XXXX, I was sold a HACV and Home warranty by a XXXX Sale Representative (XXXX XXXX) under false pretense or maybe it was a mistake on her part. During the sale pitch, I asked XXXX XXXX what the monthly charge would be on a $XXXX charge on several occasions. I advised her that I was on a budget, so the monthly payment was discussed frequently in our conversation. I was advised by XXXX XXXX that my monthly payment would not exceed XXXX monthly.  According to this information, I made the purchase in good faith.

However, this was not the truth, I received my first bill 7 after days after the installation of the unit, with a monthly payment of $XXXX. Although, the payment was $XXXX more than the agreed amount it was not an issue. Therefore, it did not cause a drastic strain on my finances. It was when I received the second bill via e-mail on XX/XX/XXXX, with the amount due of $XXXX. I immediately contacted Sears Credit Department (Citi Bank) to discuss this matter concerning my increased payment amount. According to customer service representative, after a thorough investigation he was unable to explain the payment increase. Furthermore, I was informed by the representative to contact the Sears Sale Associate that sold me the product.  At that time on XX/XX/XXXX, I reached out to XXXX via email to XXXX XXXX, XXXX XXXX, and XXXX XXXX see evidence below:
from: XXXX XXXX to:XXXX XXXX 
cc:XXXX XXXX ,
XXXX XXXX 
date:Mon, XX/XX/XXXX, at XXXX XXXXsubject: Re: Heating and Cooling Addendummailed-by:gmail.com
I never received a response from the e-mail. Eventually, on XX/XX/XXXX, I called and spoke with XXXX XXXX and explain the problem.  XXXX XXXX advised me he would give this information to management and to expect a call from management. In the meantime, I took into consideration this was the Holiday Season and allow additional time to hear back from Sears. Unfortunately, I never received a return phone call or e-mail from management.  Next, I called XXXX. XXXX my Sale Representative but was unsuccessful.  Then I call Sears home office and spoke with XXXX XXXX again on XX/XX/XXXX. Finally, on XX/XX/XXXX XXXX XXXX called me back. He could not explain to me why the monthly payment increased. He said, I will check with the Finance Department and call me back.  I have not heard back from him at this present time.

 Finally, after no result from XXXX, I decided to contact the credit company for a second time. I was informed Sears did not charge me interest on my first bill. Now my second bill includes interest and my monthly payment will be XXXX or more depending on the interest rate. I am not sure why interest was not charged on my first bill. I was not informed that my bill would be XXXX monthly. I thought interest, and everything were included in the payment, we discussed this in detail my monthly payment. I ask again before signing the paper if this was my monthly payment. The reality of the matter is that I have always viewed Sears as a company of integrity, but now it appears they are dishonorable, misleading and sells under false pretense. 


In closing, please review my case and determine if any federal or State laws have been violated. I feel scammed with a product that is not operating to it full capacity. Thanks,I look forward this matter being resolved

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