Consumer complaint received 2021-09-22
Company: CITIBANK, N.A.
State: IN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This issue has been going on for almost a month. I have called Sears Citibank MasterCard SEVEN times and have sent repeated online messages. Either I get NO response/action, or the person makes the issue WORSE. Here is a chronological summary : XX/XX/XXXX Sears Citi MasterCard promotional offer XXXX activated online, No interest if paid in full within 18 months on each eligible purchase of {$540.00} or more. 

XX/XX/XXXX I paid my XXXX XXXX XXXX in ONE transaction of {$770.00} using Sears Citi MC ( for two policies homeowners {$450.00} and the auto {$320.00} ). XXXX confirmation number conf XXXX. 

XX/XX/XXXX Two emails received from Sears Citi, one saying : Your Sears Mastercard ending in XXXX was recently used at XXXX XXXX XXXX  for a purchase in the amount of {$320.00}. The other Your Sears Mastercard ending in XXXX was recently used at XXXX XXXX XXXX  for a purchase in the amount of {$450.00}. Since I made ONE transaction for the sum of those two amounts, I was concerned that the promotional rate was not being applied. 

XX/XX/XXXX Call 1 : Called Sears Citi MC ( XXXX ) and was told that the charges hadnt posted yet, and that I would have to call back in a few days. 

XX/XX/XXXX Call 2 : Called Sears Citi MC and explained the following to the representative. I used this promotional offer KNOWING that I was making ONE transaction of {$770.00} that would meet the criterion of {$540.00} or more. I understand that XXXX apparently sent it to Sears as separate transactions, however, explained that Sears Citi MC could see that it was the SAME vendor with the transactions made at the exact SAME time. I asked Sears to recognize this and apply the promotional rate. The representative did not understand the request. I asked to speak to a supervisor and was cut off.

Call 3 : Called Sears Citi MC back immediately and after explaining everything from the beginning, the representative said that a referral was submitted and that I would get a letter 7-10 days. 

XX/XX/XXXX No confirmation of any action or investigation received from Sears, and no indication of any change online.

Call 4 : Called Sears Citi MC to confirm that something was being done, since there no indication of any action, and no letter received. Representative answered that they could see it was referred on the 27th but no other info. Asked if they could at least tell me what the letter was supposed to do, and asked to speak to a supervisor ; put on hold, then cut off.

Call 5 : Called Sears Citi MC requesting to speak to a supervisor, put on hold, and was told that they dont have an answer yet and are still processing the referral, and should have an answer this week or next week (! ) XX/XX/XXXX No letter, no response, no confirmation of any action received. Online transactions look the same. 
Sent online Secure Message at Sears Citi website. As soon as I submitted, received the response This service is temporarily unavailable. Please try again later. No response received, no acknowledgement of message. Tried AGAIN, same thing.

Text of Sears online message sent XX/XX/XXXX : I have called FIVE times about a transaction on XX/XX/XXXX that was for {$770.00} from XXXX XXXX. You processed it as TWO transactions {$450.00} and {$320.00}, making it ineligible for the promo rate I intended ( offer XXXX ). I was told that is how XXXX billed it, but I asked you to review it and process under the offer since it was made to the SAME company at the SAME time ( on XXXX 's site I made it in ONE transaction paying two policies ). As if that wasn't enough of a problem, I've contacted you on XX/XX/XXXX, XX/XX/XXXX, again XX/XX/XXXX after you cut me off, XXXX and XXXX again after you cut me off. On XX/XX/XXXX I was told that I could NOT speak to a supervisor, but it was being referred and I would get a letter in 7-10 days. On XXXX I was told that it had been referred, but was still processing and that I would get a letter " this week or next week. '' WHAT? I will eventually get a letter??? That's the answer? I still have NO letter and this has been going on for 19 days. ONE person should have been able to handle this in ONE phone call. 

XX/XX/XXXX No letter, no response, no acknowledgement of message. 
Initiated Two transaction disputes online at Sears Citi MC website, these included screenshots of the split transactions made at the same time total {$770.00} at XXXX. The disputes clearly acknowledged that the purchase was made but that the dispute was over the promotional rate not being applied. 
Included XX/XX/XXXX in disputes : If you review these two transactions you will see that they were made at the same company ( XXXX ) at the EXACT same time. Thats because I deliberately paid in ONE transaction so I could use the Sears MC promotional offer for purchases of {$540.00} or more. 

XX/XX/XXXX Received email stating that I had a new document at Sears Citi online. The document stated that Weve made the following adjustments to your account to accommodate this correction : 1 ) The purchase will be placed on a 18 month promotion within 10 days of the date of this letter I believed this matter was resolved, however, this was followed by two more documents stating that you investigating the disputed amounts of {$320.00} and {$450.00}. 

XX/XX/XXXX Received email stating that I had a new document at Sears Citi online. The document stated that In order to assist you or to complete the processing of your request, we need to speak with you at your earliest convenience. Additional information is required. Unfortunately, the contact number was the general Customer Service line, where trying to reach a person is difficult. When I did get a person, I was on hold for 9 minutes, while the representative first said she was going to transfer me to the Disputes Dept, but then couldnt find the dispute ; and then stated that she would transfer me to the Dedicated team, but could not do so due to technical difficulties and that I should call back in a few hours. 
Online account continues to show a {$770.00} difference between the total balance and promotional balance. 
Online Secure Message sent, however, again received This service is temporarily unavailable. Please try again later. 

XX/XX/XXXX Received Thank you for your message acknowledgement. 

XX/XX/XXXX No change in online status. 
Call 6 : Called at XXXX XXXX, on hold while XXXX attempted to connect me with a specialist, his manager. On hold 25 minutes, when XXXX, manager answered and reviewed the notes. She saw letter that the {$770.00} would be applied to promotion, but that it still hadnt been, and that my balances still showed a discrepancy. On hold again, then replied that she would get it corrected ASAP. Told her I would wait three days and if not corrected would have to contact regulators since it would be one month that this very simple issue had not been addressed. 

XX/XX/XXXX Logged on to check any activity. Now Sears has credited and charged me {$770.00} AND a new balance TRANSFER FEE of {$30.00}! I did NOT authorize a balance transfer or balance transfer fee. 
Call 7 : Called to object to the new balance transfer fee and spoke to Specialist/Manager XXXX and told her than Manager XXXX yesterday said she was having it corrected. XXXX sees the referral for correction and said it sometimes takes 10 days. Told her this was NEW! The apparent correction cost me a new fee! I did NOT agree to any balance transfer fee. She had to check with another Specialist to review it. After checking she said that it would take one to two billing cycles to remove the {$30.00} fee!

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