- Report: #143774
Complaint Review: Sears Mastercard - The Lakes Nevada
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Author Confirmed
Why?
Sears Mastercard
PO Box 6921 The Lakes, 88901 Nevada, U.S.A.
Phone:
800-917-7700
Web:
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Sears Mastercard Potential Balance Transfer Fraud balance transfer early expiration ripoff The Lakes Nevada
I executed a $18,500 balance transfer at 1.99% till 7/1/05 over the phone with Sears Master card. I paid the bills on time every month and honored all of their requirements of me. On 4/16/05 the rate jumped to approximetly 16%. I called up to find out why and they said it expired 3/1/05 not 7/1/05. I explained to them what i was told on the phone previously and they said they would research it by pulling the recording of the phone call and give me a call back or mail me a letter detailing the status of the investigation.
I never recieved either so I called back, they said that someone (refuesed to go into any more detail) had put in the notes field that the offer was correct as entered and it expired 3/1/05. I asked to hear the proof and they refused saying it was impossible. I spoke with 2 managers who basicly told me the same thing, they also refused to provide me with the contact info for anyone i could contact that actually heard the recording or who could provide me access to it. They said that only a court, lawyer or government agency could have access to the recording. I closed my account and paid the entire balance immediatly to minimize any future interest charges.
It's possible that I documented my expiration date wrong but if they have proof that i am wrong so why not just provide it to me and close the case and save the realtionship of 760+ credit score customer. The cost of acquiring a new customer is so high nowadays that it would have been in thier best interest, no pun intended to atleast be courteous with me and try to come to some settlement, instead of aggrevating me to point of filing a small claims court case, just sending a lawyer to arbitrate this case will cost them much more. Also dealing with the NYS Banking Department to whom I wrote a letter far outweights the $300 in interest.
Kenneth
Staten Island, New York
U.S.A.
I never recieved either so I called back, they said that someone (refuesed to go into any more detail) had put in the notes field that the offer was correct as entered and it expired 3/1/05. I asked to hear the proof and they refused saying it was impossible. I spoke with 2 managers who basicly told me the same thing, they also refused to provide me with the contact info for anyone i could contact that actually heard the recording or who could provide me access to it. They said that only a court, lawyer or government agency could have access to the recording. I closed my account and paid the entire balance immediatly to minimize any future interest charges.
It's possible that I documented my expiration date wrong but if they have proof that i am wrong so why not just provide it to me and close the case and save the realtionship of 760+ credit score customer. The cost of acquiring a new customer is so high nowadays that it would have been in thier best interest, no pun intended to atleast be courteous with me and try to come to some settlement, instead of aggrevating me to point of filing a small claims court case, just sending a lawyer to arbitrate this case will cost them much more. Also dealing with the NYS Banking Department to whom I wrote a letter far outweights the $300 in interest.
Kenneth
Staten Island, New York
U.S.A.
2 Updates & Rebuttals
Sean
Louisville,Kentucky,
U.S.A.
That is incorrect information
#2UPDATE EX-employee responds
Sat, August 13, 2005
Actually the ex employee is absolutley wrong. I just left the company of sears and was a Customer Relations Manager there. They do not record all of the phone calls indiviually at the individual sites based in Louisville, KY and Greensboro, NC, Tucson, AZ, and Boise, ID. They started doing it as of 2005. So she is wrong they do record every call but they have to know the specific date and time of the call and the id number of the person who took the call. Also for Kenneth they cannot do anything once that BT is expired. If someone lied we do not have capabilities within the system to extend it. Because it is a promotion the CSR(customer service Reps) are supposed to tell you the correct information. However if you have info on the person you spoke with they can be reprimanded or fired for telling you a lie. Due to the fact all the info on BT's are supposed to be read verbatim
Gloria
New York,New York,
U.S.A.
Not all calls are recorded
#3UPDATE EX-employee responds
Sat, July 23, 2005
I used to work for sears credit (now citibank) and I know for a fact they do not record every single call. They use recordings *only* for monthly performance reviews of employees. In the 5 years I worked there they never once used those recordings for proof of anything. They only recorded about 5 calls per employee per month and they were recorded at random. As far as the bt rate goes, their bt rates are never pffered for any period longer than 6 months... so if march made it 6 months then thats when it actually expired... and there really was nothing any employee could do, not even the regional manager, to extend that rate... i'm not working at the call center any more.. but it was actually a good company to its customers... at least compared to the credit card company i work for now... that a whole other story...!
