Consumer complaint received 2015-05-15
Company: CITIBANK, N.A.
State: TX
Product: Credit card
Issue: Billing statement

Complaint:
I lived in XXXX for many years. In XXXX I began preparing to move to XXXX to care for my XXXX parent. I opened a Sears account in XXXX and purchased a washer-dryer from Sears in XXXX, which was delivered to a XXXX address. At that time, I still lived in an apartment in XXXX. I had the washer-dryer delivered to the XXXX address at which I would be moving and had the billing statements sent to my XXXX address. By the time I moved to XXXX a few months later, I had paid off the entire Sears credit card balance. During this time I never received a card from Sears. 

When I moved permanently to XXXX in XXXX, I still had not received a Sears card. In late XXXX XXXX, I purchased a refrigerator from the same XXXX Sears store from which I had purchased the w-d a year earlier. When I made the purchase, I did not have a card but because my account was active, the cashier accessed my account using my Social Security number. The purchase was put on my Sears credit card. The XXXX Sears store clerk also updated my billing address from the old XXXX apartment to my new house in XXXX. I was told I would soon receive a statement and new credit card. The refrigerator was delivered to my XXXX house in early XXXX. 

By XXXX XXXX, XXXX, I still had not received a billing statement or replacement credit card from Sears. I called Customer Service, and they informed me they had no record of the transaction. I went to the Sears store and handed the manager my receipt. She confirmed that my billing address had been updated but directed me to call Sears to get a billing statement. 

When I called Sears Customer service, I transferred to the Fraud Unit. I was informed that I could not receive a statement until I can produce a Sear statement, which I have never received! After XXXX hours on the phone, I was told to fax a letter to the Fraud Unit stating my XXXX address so that they could " verify that I exist. '' I complied and also faxed my SSN and DOB, along with the only documentation I have from Sears, the receipt from the recent refrigerator purchase. I was told that with this information, they would be able to update my address and send me a statement. 

When I had not heard from them by XXXX XXXX, I called again. The rep verified receipt of the fax. This time I was told that Sears had sent a letter " to my current billing address '' to which I am required to respond before they will update my billing address, reissue a card, and send me a current statement. I assume my " current '' billing address of record is the old XXXX apartment address at which I have not lived FOR XXXX YEARS. The rep directed me to GO TO XXXX and try to obtain this letter from whomever might now occupy my old apartment!!!! The rep refused to offer any other assistance. 

I called back. After XXXX minutes of insisting to speak to a manager, I was transferred to a Customer Service Manager, who directed back to the Fraud Unit. That person reiterated that I must GO TO XXXX to retrieve the letter from Sears!!! 

Recapping, the address to which Sears has sent a letter to confirm that I exist is located in XXXX, and I have not lived at this address for almost XXXX YEARS. The purpose of receiving this letter from Sears is to verify that I exist so that I can update my billing address to my current residence in XXXX and receive a new card from Sears on an active account with no negative issues related to that account.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief