Call Kurtis

• May 7, 2008 10:32 pm US/Pacific
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  Call Kurtis: Sears Billing

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Call Kurtis: Sears Billing

SACRAMENTO (CBS13) ― They waited for the right plan to buy that TV. But their plan got them nothing but stress and hits on their credit report.

Mark Clenoweth loves his sports. And he waited for months for just the right promotion to buy a HD-TV – 18 months, no interest, and no payments. He bought it using his Sears card at the store in Chico in November 2006.

"We knew that under promotion we'd be able to save the money in time to pay it off," says Mark.

But in January 2007, Mark got a bill – payment due, interest charged. He went back to the store where the department manager told him the sale was miss-rung, and then re-rung to correct the error. The next month another bill and this time it had late fees.

"Extremely frustrating," Mark said.

Another trip to the store and phone calls to Citibank, the company who operates Sears credit cards.

The in March, another bill and more late fees, interest charges and now calls from Citibank demanding payment.

"Shouldn't I be dealing with Sears only because that's who I bought the TV from?" asks Mark.

Mark refused to make a payment; that wasn't the deal he signed up for. He claims he battled the bills until November.

"Now it's gone into collections," explains Mark.

Again, they talk to the store manager.

"Her quote was I can't force Citibank to give you a correct bill," says Mark.

After that, they got me involved.

"It's very frustrating because our credit is being affected, and we don't need that," Mark said.

We called Sears corporate offices that put us in touch with Citigroup in New York City. About a week later, we got an email.

Citigroup said," we will repurchase the customer account from the collections agency and adjust all the appropriate fees on the account, we certainly apologize."

It appears we've solved the problem.

Mark's been a loyal Sears customer for more than 35 years. What about after all this?

"No, I don't think so," concludes Mark.

(© MMVIII, CBS Broadcasting Inc. All Rights Reserved.)