Consumer complaint received 2021-06-08
Company: CITIBANK, N.A.
State: HI
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:
1 ) Placed online order XXXX through XXXX. Before completing the purchase, I was offered {$25.00} credit to be applied to purchase if I applied for Home Depot Credit Card. 
2 ) Applied online for credit card, was approved, placed online order but did not receive the {$25.00} credit. 
3 ) On XXXX, spoke to CSR XXXX at XXXX. Told her I was charged full amount and that the {$25.00} credit was not issued to my account. She said, " the credit was applied, will be in one to two billing cycles. If it comes after the {$95.00} bill, then can request the refund of {$25.00}. '' 4 ) On XXXX, after receiving bill of {$95.00}, I called XXXX, to ask that the {$25.00} credit be applied to my bill. Per CSR XXXX, she said, they applied the {$25.00} credit and all I owed was {$70.00}. 
5 ) On XXXX, I returned a part of that online purchase at the local Home Depot store. The amount of {$47.00} was credited back to the credit card. At this point, my records showed I only owed {$22.00}. I assumed they gave me the {$25.00} credit. ( Online order {$95.00} minus {$25.00} credit, minus {$47.00} refund = {$22.00} due ) 6 ) On XXXX I received an email stating I was late in making a payment. I called the number the email stated, XXXX to question why the late notice. Spoke to CSR XXXX, who immediately said my balance due was {$78.00}, which included a late fee and late interest rate. I asked him about the {$25.00} credit. He said he could not do anything about it, that they were the collection service. I reiterated my question, that I never got their promised {$25.00} credit and I am also having to pay late fee. He said he would transfer me to a department that could help. Instead, I got XXXX, who also could not help me with the credit. He insisted that I was late and owed the late fee and late interest rate. ( At this point, they said I owed {$22.00} + {$25.00} + {$29.00} late fee + {$2.00} late fee interest = {$78.00} ) Apparently, NO ONE COULD EXPLAIN WHY I DID NOT RECEIVE THE CREDIT. 
7 ) That same evening XXXX, I then went to the store to see if Customer Service could help. They said they couldn't help and asked the manager to help. He took my information and said they'd get back to me in a couple of days. 
8 ) On XXXX I received an email from the credit card that they received my check for {$22.00} BUT that I owed {$56.00} ( {$25.00} + {$29.00} late fee + {$2.00} late interest fee ). By this time it became apparent that they scammed me into believing I would get a {$25.00} credit for applying for their credit card. They also unfairly assessed a late fee + interest even though I had returned product and was credited a refund, applied to the credit card, before the due date. AND, there was no recourse, no one I spoke to, who could or would help. 
8 ) On XXXX I went back to the local Home Depot store, frustrated, because no one called back with any solution. I mentioned to the manager on duty that night that I hadn't received the promised call from the other manager. At this point, it became clear that I would not be able to get a " RIGHT '' resolution. I paid the entire amount off {$56.00}. 
9 ) On XXXX I closed that credit card.

10 ) I am lodging this complaint against Home Deport Consumer Credit Card Services, and all the CSR 's who said the {$25.00} credit was issued, but deceived me. Also, for wrongly assessing me a late fee plus a late interest fee = {$31.00}. 
11 ) Is there anyone who can help obtain this $ back? I pay my bills on time and maintain an above average credit rating.

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