Consumer complaint received 2022-01-19
Company: CITIBANK, N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I opened a Home Depot credit card during a promotional period. I was supposed to receive a {$50.00} credit upon opening this account, but Citi Bank was unable to apply this to my online purchase. I was told to make my purchase in the store and they could apply the {$50.00} credit to this order. Defeats the purpose of ordering online... 

They were not able to apply my credit in the store, so I was instructed to purchase the item, then call the credit card company to have the credit applied. I did this and have been assured, after multiple calls, that this {$50.00} promotional credit would be applied. 

Consequently, I also have now incurred interest that - for the last TWO calls, I have been assured would also be removed. I was told they would enter this as a banking error due to an error with Citi Card posting this credit, as it was getting close to past due. I was assured also that as of and no later than Sat, XX/XX/XXXX, this will be credited and the {$79.00} in its entirety would be removed from my account. 

As of Wed, XX/XX/XXXX, it's still on my account and now I'm officially past due. 

" You definitely should have gotten this applied by now '' is what I consistently hear and what I head as of today. This will not impact your credit as it will be coded as a " banking error '', but it is still showing as late ; {$50.00} balance and {$29.00} interest. 

My attempts to get this handled from the onset began in XXXX ( all after the XXXX epic fails upon terms of the promotion to open the card ) and below are the subsequent calls I have made in an attempt to get this handles before it got to " past due '' status. 

Today I have been told it takes time, it was submitted and will take until next Tuesday. Why was I told that it would talk XXXX day in my last call with XX/XX/XXXX XXXX the XXXX day. Now it's taking 7 days to get this corrected. I asked to speak with a manager, then got XXXX ( team # XXXX ) who assured me that he'd have it corrected no later than XX/XX/XXXX. Also he assured me that the {$29.00} was removed. I assured him it was not as I was looking at my statement. He said, oh, it should be gone tomorrow for sure. 

How is this allowed to happen? First they are in breech of their promotional offer to a neglecting level. Next, they can not correct what they admitted are " quirks '' with their " new system ''. 

My credit will be impacted if this is not corrected asap, and this can not happen. No one has yet to take this seriously and Citi Bank has been disastrously negligent. Impacting someone's credit because of an error and negligence is absolutely unacceptable and this can potential be irreparable, not to mention offering a promotional credit that months later, I am still dealing with. 

The customer service number I am contacting each time is XXXX and the last XXXX digits of my XXXX XXXX card is XXXX. I can only hope, too, that all of these calls have been recorded to validate the horrific challenges to right this months-long error on their part. The promotional sham and lack thereof to correct this mess ( I get mistakes happen, but for XXXX months and impacting my credit- not to mention the hours of time I've spent correcting this ) is unspeakably unethical and should be handled accordingly. 

Calls to Citi Bank, not including the initial concerns with being able to apply promotion to both online and the subsequent store purchase : XX/XX/XXXX ( XXXX mins ) XX/XX/XXXX ( XXXX mins ) XX/XX/XXXX ( XXXX mins ) XX/XX/XXXX ( XXXX mins ) XXXX 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