Consumer complaint received 2020-09-22
Company: CITIBANK, N.A.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
XX/XX/2020 Sears Credit Complaint XXXX XXXX XXXX XXXX SD XXXX Re : Reimbursement Dispute To whom it may concern, I am writing this letter, in accordance with your guidelines, to dispute the amount of reimbursement for a program I enrolled in on XXXX XXXX under offer code : XXXX. The offer was to earn 10 % back in a statement credit on eligible online purchases. I called in several times to insure I understood the qualifications to participate in the stated program offer. Each time, I was told, as long as you make the purchase, or make the payment online, it will qualify for reimbursement. I proceeded to make purchases online during the qualifying period of XXXX after I had activated the promotion. I was reimbursed for some of the purchases, but not for others. Each time I received my statement, I called in to question the rate of reimbursement. The first time was after receiving my statement with closing date of XX/XX/2020. This call was made on XX/XX/2020 with a CSR named XXXX, who informed me she filed a complaint ( Reference # XXXX ) and that I should have a response from the appropriate Department. I heard/received nothing. The next time I called in was XX/XX/2020 after receiving my XX/XX/2020 statement and spoke to 3 different CSR with different levels of authority. Each one said the complaint had been filed and I should hear/receive an updated status from that Department. As previously stated, I heard/received nothing in response. The last time I called was in reference to a specific payment I made online after calling and speaking to one of your CSR and asking specifically about the category. I was told by your CSR named Mr. XXXX on XX/XX/2020 that a payment made online to my Cable Company ( XXXX ) would definitely qualify as being eligible. I made that payment on XX/XX/2020 online in the amount of {$230.00} and it posted to my account on XX/XX/2020. After waiting for the usual lag time of posting to reimbursement on a statement, I called on XX/XX/2020 and was told by your CSR named XXXX ( after speaking with his supervisor ) that the payment was registered as being done in store. This is ironic, because the XXXX store was CLOSED because of Covid-19 on that date. This is the same, excuse my expression, ridiculous answers I have received for all of the purchases/payments that have not been reimbursed properly. 
Therefore, after many calls to your CSR team and non-response from your Complaint Department, I am officially filing this dispute of your handling of this matter. The charges I am asking for reimbursement, that I have not received are as follows : TRANS DATE DESCRIPTION $ AMOUNT REIMBURSEMENT AMOUNT XX/XX/2020 XXXX XXXX XXXX XX/XX/2020 XXXX XXXX XXXX XX/XX/2020 XXXX XXXX XXXX XX/XX/2020 XXXX XXXX XXXX XX/XX/2020 XXXX XXXX XXXX XX/XX/2020 XXXX XXXX XXXX This amounts to a total of {$140.00} additional amount due from reimbursement of Online purchases made during the promotional period. I would ask that you acknowledge receipt of this claim and a determination of payment procedures. Thank you, in advance for your anticipated prompt attention to this matter. 

XX/XX/2020 Sears Credit Complaint XXXX. XXXX  XXXX XXXX XXXX, SD XXXX Re : Reimbursement of Promo Funds Attn : Billing Disputes Department To whom it may concern, I am writing this letter to refute your statement of We were not contacted in a timely manner on some of your documents posted to my account. As I mentioned in my letter dated XX/XX/2020, I called beginning XX/XX/2020 to dispute the reimbursement amounts for the promotion on my online purchases. At that time, I was told by your representative that a complaint had been filed ( reference # XXXX ) and that your department would be in touch with me. I continued to call EACH month when I received my statement, and was told that the complaint had been filed and you were continuing your investigation into the complaint, and that I would hear from you when you had made a decision. These calls are within the time guidelines of your terms to file a dispute and you are the the ones that DID NOT RESPOND IN A TIMELY MANNER. It was not until I wrote my letter that you FINALLY responded to my claims for reimbursement. Please review my Account Documents beginning XX/XX/2020 with NOTHING being documented from XX/XX/2020 until that time, contrary to what your representatives stated to me on each call. I wish to have my claims reinstated and have reimbursement for the promised Promotional Amounts credited to my account. 
Also, for your records, I have NEVER disputed the amounts charged to my account from the vendor, as you stated in some of your documents. You are asking me to provide vendor contacts in an attempt to rectify the charges. This is an erroneous statement on your behalf, as the ONLY amounts I am disputing are YOUR reimbursement amounts for my ONLINE PURCHASES I made in accordance with the guidelines provided to me by your CSR associates on numerous occasions during the promotional  purchase period from XX/XX/2020 through XX/XX/2020. Please correct your records and proceed to investigate the correct amounts of my disputes. 
I am anticipating a prompt response to my inquiry and a satisfactory remedy prior to beginning the next actions if necessary.

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