Consumer complaint received 2020-05-19
Company: CITIBANK, N.A.
State: VA
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:
XX/XX/2020 I applied online and was approved for a Home Depot consumer credit card issued by Citibank , N.A . ( account # ending in XXXX ). 
I applied for the card to take advantage of a new account discount advertised on Home Depot 's website. 
In pertinent part, the website states the following with respect to the subject discount : 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 homedepot.com 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. 
On that date, and in reliance upon this representation, I used my new Home Depot consumer credit card to purchase an electric lawnmower ( Mower 1 ) ( order # XXXX in the amount of {$330.00} ). 
Pursuant to the terms of the new account promotion, the promised {$50.00} discount was applied to the purchase. 


XX/XX/XXXX - XX/XX/2020 I took receipt of Mower 1 ( XX/XX/XXXX ) and its battery ( XX/XX/XXXX ), which had been delivered to my local Home Depot ( XXXX XXXX XXXX XXXX, XXXX, VA XXXX ). 


XX/XX/2020 - XX/XX/2020 I used Mower 1 several times and, after attempting to troubleshoot the problem, concluded it was defective. 
I decided to return Mower 1 to my local Home Depot. 
I identified a different lawnmower that I wished to purchase ; it was in stock at my local Home Depot ( Mower 2 ) for {$390.00}. 


XX/XX/2020 Given I opened a Home Depot consumer credit card account to avail myself of the {$50.00} discount, I wanted to ensure that Citibank would honor the discount when I exchanged the defective Mower 1 for Mower 2. 
I called Citibank using the Customer Service number on the back of my card and asked if Citibank would apply the {$50.00} discount to my purchase of Mower 2. 
The agent assured me that Citibank would apply the discount to the Mower 2 purchase. 
She instructed me to perform two separate transactions ( rather than a single exchange transaction ) at my local Home Depot to ensure the {$50.00} discount would be properly applied. 
First, she said, I should return Mower 1 so that it would be credited to my account.

Second, she said I should purchase Mower 2 as a separate transaction using my Home Depot consumer credit card. 


XX/XX/2020 In accordance with the Citibank agents instructions, I went to my local Home Depot, where I returned Mower 1 and purchased Mower 2. 
The {$50.00} refund was not applied to the purchase of Mower 2 at the time of purchase, so I decided to monitor my account to ensure Citibank applied it after the fact. 


XX/XX/2020 I checked my account and determined that Citibank had not applied the {$50.00} discount. 
I called Citibank Customer Service and asked the agent about the status of the discount application. 
She informed me that my purchase of Mower 2 was ineligible for the {$50.00} discount because Citibank had applied the discount to the purchase of Mower 1. 
I explained that I had to return Mower 1 because it was defective and that I bought Mower 2 in reliance on the XX/XX/2020 representation of another agent that Citibank would honor the {$50.00} discount in connection with that purchase. 
She stated that the agent with whom I spoke on XX/XX/XXXX had misinformed me and that there was nothing Citibank could do. 
I asked to speak to her manager and was connected to XXXX, a supervisor on the Citibank Escalation Departments Client Advocacy Team. 
XXXX stated that new account holders effectively have one bite of the apple when it comes to the {$50.00} new account discount, Citibank will only apply it to the first purchase, and wont apply it to a second purchase even when, as here, the new account holder returns the item because it is defective. 
She said that the Client Advocacy Team cant deviate from this policy due to marketing regulations. 
My frustration grew over the course of this phone call, and I advised XXXX that I believed Citibank had violated UDAAP given that, to my detriment, I opened this account in reliance on the Home Depot websites representation that I would receive the {$50.00} new account discount and I returned Mower 1 and purchased Mower 2 using my Home Depot consumer credit card because a Citibank agent assured me that Citibank would honor the {$50.00} discount. 
XXXX apologized that an agent had misinformed me but stated there was nothing she could do. 
At my request, she escalated this matter to the Executive Response team ( from which I received an automated email but have had no further communication ).

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