Consumer complaint received 2024-10-28 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
My name is XXXX XXXX. I am filing this complaint in order to request the 24 month promotional term for items that I purchased from the Home Depot on XXXX XXXX, XXXX. I only received a period of 6 months not interest. I am requesting to receive the promotional terms of no interest for the additional 18 months I did not receive. I am also requesting that any and all payments that have been made towards these items be applied towards the principal. 

In XX/XX/XXXX I used my Home Depot credit card to purchase new kitchen cabinets and countertops for my home. The total amount of this purchase was {$10000.00}. During this time there was an ongoing promotion for these items. The promotion stated that I would receive no interest for 24 months of no interest for purchases over {$10000.00} when using my Home Depot credit card. 

When paying my bill sometime around XXXX or XXXX I noticed that my account balance had increased significantly. I reviewed my statement and discovered that I had only received 6 months no interest for this purchase. 

I contacted Home Depot customer service by phone to correct this issue. I received a response declining my request dated XX/XX/XXXX. The response stated that my request could not be accommodated because the items had been returned or the account had been paid in full ( see Attachment HD Resp # XXXX ). Of course this is not true. The cabinets are in my home and I am still making payments on them. 

Upon receiving the aforementioned response I again contacted Home Depot Customer Service by phone. At this time I was told that there was nothing that they could do to fix the issue because it had been over 60 days from the end of the promotional period. The representatives were sympathetic and advised me to contact the Home Depot Office of the President Legal Counsel. I sent a letter with supporting documentation to the address that was provided ( see Attach # 1 ). I can not recall the exact date that I sent this letter. It was in late XXXX early XX/XX/XXXX. I did not receive a response to this letter. 

After failing to receive a response from the Home Depot Office of Legal Counsel I once again contacted Home Depot Customer Service In XX/XX/XXXX. This time I was told by the representative that I should file my request through Home Depot Customer Care. I submitted my request to Customer Care by email on XXXX XXXX XXXXXX/XX/XXXX ( see Attach # 2 ). I received a response from Customer Care on XX/XX/XXXX. The response stated that Citibank was the issuer of the XXXX XXXX card and that I would need to contact them to address my interest inquiry ( see Attach # XXXX ). 

I contacted Citibank by phone regarding this matter in XXXX. I was informed that my request had been previously denied on XX/XX/XXXX and that any request for an adjustment must be made by the store manager where the purchase was made ( see attach # XXXX, # XXXX & XXXX ). I was further informed they did not have my proper email on file ( I have only provided XXXX email throughout this situation ). 

I went the Home Depot store where I originally purchased the items sometime during the first week of XXXX. I provided all of the documentation/correspondence to the customer service representative and management. They agreed that I should have received the 24 month no interest promotion. The Home Depot staff contacted Citibank by phone while I was there. The representative from Citibank stated that there was nothing that they could do to adjust the account due to the fact that the purchase had been made more than 12 months ago.

I find this response to be unacceptable. I purchased these items under the understanding that I would receive the terms of the ongoing promotion. Each Home Depot representative that I have spoken with has agreed and stated that I should have received the promotional terms. No one has been able to explain why I did not receive the promotional terms. 

I apologize for the length of this letter. I wanted to be sure to clearly explain the background of the situation. This situation has been extremely stressful and expensive. To date I have paid almost {$5000.00} and have barely made a dent in the principle. 

If you need any further information or documentation for me please let me know. Thank you.

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 explanation