Sears Complaint - Sears Credit and Their Reps
In December of 2003 I made purchases on my Sears store credit card - it had a zero balance at that time. On a forgotten date in December 03 I called Sears to notify them of my new address - admittedly the third in 3 years due to job relocating. I didn't receive a bill - it WAS overlooked because my husband was making payments on my Sears MasterCard -he handles all of the finances- and we didn't realize the mistake. My fault for not realizing. Finally in June 04 we discovered the error and spoke to Sears about it. What had happened was that Sears was sending the bill to a 2 years past address in New Jersey- they made a mistake and the bill was not forwarded. On the phone with an apologetic Sears rep we all agreed that Sears would remove the outstanding late charges and we would pay the balance including accrued finance charges within 48 hours at a Sears store (I have no idea why they couldn't take a payment over the phone). This was to zero my balance and close the matter. The following month, July 2004, I received a bill of the late charges and interest. I called Sears to RE-solve the matter and they said no, I was after all liable for their address error, and THAT THE PARTY I HAD SPOKEN TO THE MONTH BEFORE DID NOT HAVE THE AUTHORITY TO MAKE THAT ARRANGEMENT! Since then I've only called 4 times, and have not made payments against the bill. During those calls I was disconnected, insulted and told I could not speak to a supervisor or manager. I know now I should have been more strident with them. Today I got up the nerve to call again, and was once more told that I am liable, that Sears is reneging on their original offer to zero the balance, and that the present supervisor and manager REFUSED to get on the phone and tell me themselves. I'm pretty much at my wit's end here, and short of firing off letters to the president, I'm hoping that the BBB can help me - so I just a filed a complaint with them. Frankly, I'll never buy another thing in their stores - after 35 years of being a seriously loyal customer.