Consumer complaint received 2020-11-05
Company: CITIBANK, N.A.
State: OR
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:
At the end of XX/XX/XXXX, start of XX/XX/XXXX, I signed up for 2 Home Depot Consumer Credit Cards. Both were initially done so online, and completed over the phone at the Home Depot store located at XXXX XXXX in XXXX, Oregon. I opened each credit card account that was new in order to purchase over {$1000.00} worth of products and received the {$100.00} credit as a promotional reward. Both of these promotional amounts of {$100.00} were denied, and both were reduced to only {$50.00} each, after five months of waiting. 

The card ending in XXXX was an original purchase receipt on XXXX and was exactly {$1300.00} and was completed in store at Home Depot, through the XXXX website due to several of the products being available online only. After months of waiting for the credit to be applied properly, again requesting that the initial {$100.00} being honored, on XX/XX/XXXX after many questions regarding escalation of the call to get some answers, I finally received the following reason for denial of {$100.00} qualification due to the fact that some items on the order had been returned, making my initial receipt amount, of the initial purchase of {$1300.00}, invalid. XXXX item never showed up after several weeks of waiting so I went with another style of tile, while another I returned as I realized my breakers didn't work with the new style of breaker panel, weeks after the initial receipt purchase. In my understanding, the initial purchase still was in excess of {$1000.00}, and no promotional terms, frequently asked questions, or terms of the credit card agreement state to the contrary that returns forfeit any promotional amounts. 

The card ending in XXXX was an original purchase receipt XXXX was exactly {$1100.00} and card sign up was completed over the phone, and then order completed on the computer with the XXXX website. After months of waiting for the credit to be applied properly, again requesting that the initial {$100.00} being honored, on XX/XX/XXXX I received the following reason for denial of {$100.00} qualification due to the fact that one item was price reduced for {$20.00} ( not even shown on my initial receipt ), making my initial receipt amount, of the initial purchase of over {$1100.00}, invalid, so that the one item had to be processed separately ( reportedly for one of the over {$300.00} tools ) making the remaining " original purchase '' amount worth only {$50.00} as it was processed separately. My initial purchase, was in fact for {$1100.00}. How their system processes my initial purchase is not within my control and is not available to be seen in writing. In my understanding, the initial purchase still was in excess of {$1000.00}, and no promotional terms, frequently asked questions, or terms of the credit card agreement state to the contrary that returns forfeit any promotional amounts. 

I closed both accounts effective today and stated I'd be filing a complaint with the Consumer Financial Protection Bureau. 

The promotion reads : " Offer is for new accounts, is subject to credit approval and valid XX/XX/XXXX until XX/XX/XXXX. 
This offer is redeemable for either a {$25.00} discount on a single-receipt purchase of {$25.00} up to {$290.00}, a {$50.00} discount on a single-receipt purchase of {$300.00} up to {$990.00} or a {$100.00} discount on a single-receipt purchase of {$1000.00} or more within 30 days of your account open date at The Home Depot retail stores or XXXX when made with your The Home Depot Consumer Credit Card, The Home Depot Home Improver Card, The Home Depot Commercial Revolving Charge, or The Home Depot Commercial Account. Valid in the U.S., U.S.V.I., Puerto Rico and Guam. Offer does not apply to prior purchases, The Home Depot Gift Cards or Certificates, third party gift cards, installation products or services purchased in home, Tool Rental or to XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX , XXXX, XXXX, XXXX XXXX XXXX, XXXX products and trade styles. May not be combined with other discounts ; ask an Associate for details. ''

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