Consumer complaint received 2020-09-07
Company: CITIBANK, N.A.
State: TN
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

Complaint:
On XX/XX/2020 I placed an order for a XXXX 9.4 cf Freezer on Sears website for a total charge of {$450.00} and the delivery date was shown as XX/XX/2020. I thought that I would be charged for the freezer when it was delivered. After I ordered the freezer I explored the current Sears credit policy and discovered that my charge was charged immediately and I would be charged interest from the order date forward regardless of the delivery date. I called my Sears credit card company Citibank and explained that I thought that it was inappropriate or unfair to charge me, the consumer interest before I received the product. Citibank referred me back to Sears. I called Sears and was told that is their policy. A day or two before the scheduled delivery, having not heard from Sears I checked my account and discovered that Sears had changed the delivery date to XX/XX/2020 ( approximately, I do not remember the exact date, it may have been the XXXX ). A day or two before XX/XX/XXXX ( approx ), I checked my account and Sears had rescheduled again for XX/XX/2020 ( Approx ). This made me angry, because Sears had my money for over 3 months by then, had not notified me as to what was going on and still has not. On XX/XX/2020 I was in Home Depot and walked by a display of freezers and immediately bought 2 and took them home. That same day I called Sears and canceled the order for the XXXX freezer. I asked for an email to confirmation and I was told that the person I was speaking with could not provide me with one but that it would show up in my account. As of today, XX/XX/2020 I have looked on the Sears website in my account and the order still does not show canceled and I have not received any type of notice from Sears on the delivery, cancelation or status of my order. I called Citibank on XX/XX/2020 and told the person that answered that I want to file a dispute because I have not received my money back from Sears. A Sears representative had told me that it would take between 7 and 14 days ( that's the best recollection of the time ) to cancel my order and refund it back to the original form of payment that the order was paid with. I had previously checked Sears website and it showed that it would take 5 to7 business days. I was told by a Sears representative on XXXX XXXX after she challenged me on where I get the information that it would take 15 to 30 days after the order was canceled and that they sic " Sears '' were working real hard on refunding me my money! THEREFORE, THIS COMPLAINT IS AGAINST SEARS FOR DESCEPTIVE BUSINESS AND TRADE PRACTICES AND CITIBANK FOR THEIR PART IN THE WHOLE PROCESS AND I DO WANT RESTITUTION!. I realized someplace along the way that I really did need to file this complaint because if it is being done to me it is being done to untold thousands of other people. Respectfully submitted, XXXX XXXX

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