Consumer complaint received 2016-11-08
Company: CITIBANK, N.A.
State: LA
Product: Credit card
Issue: Billing disputes

Complaint:
I purchased a refrigerator from Sears and the unit malfunctioned. Per the below rundown, I requested return of the refrigerator well within Sears-specified policy but was stonewalled ( the claim is not each request I made was not documented by the Sears phone agent ) until the 30-day return period was expended. Then, the 30-day return policy was quoted as reason of the non-return. Sears then refused to refund. Because of Sears ' dishonesty, the refrigerator was in my house when the flood disaster struck. I am now being compelled to pay Sears credit for the non-existent refrigerator. Please help. 

Date : XX/XX/XXXX Account : XXXX Account Holder : XXXX XXXX XXXX Rundown of ( some of the ) Customer XXXX XXXX XXXX Interactions with Sears, on this matter : XX/XX/XXXX : Ordered/Purchased Refrigerator. 
XX/XX/XXXX : Delivery promised but delayed. 
XX/XX/XXXX : Delivery made ; client and driver found damage. Driver instructed customer to call Customer Service. 
XX/XX/XXXX : Called Sears Delivery Service and was promised {$250.00} credit for damage. 
XX/XX/XXXX : Temperature control failed after odd noise. Worked after being reset. 
XX/XX/XXXX : Received e-mail ( see below ) from Sears Customer Solutions confirming offer of {$250.00} credit. 
XX/XX/XXXX : Temperature control failed after odd noise. Worked after several resets. 
XX/XX/XXXX : Called delivery team at XXXX for the credit offered, as instructed in e-mail. " XXXX '' stated that the record shows {$250.00} credit was offered on XX/XX/XXXX, and that the credit was processed on the same day. Promised that the credit would be posted that weekend when informed the credit had not yet been posted. XXXX asked for my Sears Credit Card number gave additional credit for scratches on the freezer door. 
XX/XX/XXXX : Temperature control failed, again. 
XX/XX/XXXX-XX/XX/XXXX : Called Customer Service and requested return of refrigerator. I told the agent that I wanted this " Junk '' out of my house and returned to the store. I was promised that my request would be documented and that I would receive a return phone call about the return. No return calls or confirmations were provided, as promised by the agents. 
XX/XX/XXXX : Logged into Sears Credit page but system would not allow send of message. I was told by a phone agent that problem was a mystery and did not show my log-on attempts. Informed to wait. 
XX/XX/XXXX : Refrigerator making odd noises, 4 times during the day. 
XX/XX/XXXX : Attempts to log-in to Sears Credit met recurring errors. Would not allow me to send a message. 
XX/XX/XXXX : Finally able to log-in to Sears with and sent message after having agent make new account page for me. 
XX/XX/XXXX : Called store and spoke with XXXX, salesperson from whom we purchased the refrigerator. Related the above and requested help returning the refrigerator. She promised to call us back after speaking the manager. No return call was made. 
XX/XX/XXXX : Called store and asked for XXXX, who was not in. Asked for manager, and provided phone for return call. 
XX/XX/XXXX : Appliance Manager, XXXX XXXX, returned call and informed me that he could not help me. 
XX/XX/XXXX : Spoke with Night Store Manager, XXXX. She will see what she can do and call-back, by noon, tomorrow. 
Subsequently, I visited the store and spoke directly to the Appliance Manager, XXXX XXXX. After intentionally obtuse responses ( e.g., we gave you a credit for damage ), he finally came clean and told me that he 's sorry but Sears has his hands tied - - he could not correct the wrong even if he wanted to.

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 non-monetary relief