Complaint Review: CitiBank - Helzberg Diamonds - Gray Tennessee

I purchased a ring from Helzberg Diamonds in Nov for $3288.67 and received an offered to join there credit card. I signed up for the credit card and received no interest til Jan 2004.

In August I stopped receiving a paper bill (I moved in July and recieved on bill at my new address in July), but was able to pay on my account via online. The problem was I could not view any of my past statements and it appeared none of my payment were being applied. I contact technical support several times in-between august and October trying to get the problem resolved.

Technical support discovered that some how the address was reverted to my previous address. They changed it back and not a month later it was changed again. Technical support was confused how it got changed.

In late October I spoke with Sherry a support representative because I was unable to access the account online. The account was showing a 0 balance and a payment due of 0 dollars. When I tried to make a payment the online sight would not allow it. Sherry told me that the account was closed and Do not pay on the account.

On the 11 month I received a phone call from a representative who informed me that I needed to pay (it was a recording). I called back and informed the representative of my problem and that individual passed me back to Sherry. Sherry told me the problem would be resolved by the beginning of Dec.

In the beginning of Dec. I received another call from a creditor (recording) that stated that I was overdue on my payment. I spoke with Sherry's Manager on Dec 23 at 5:00pm, who told me that there was a major problem with my account and they would deduct all interest, late fees, and would resend the statement (I now gave them a third address (my parents)). I was able to pay the minimum balance again.

I was going to pay the account completely off ($2210.00)but ran into problems. So I called again on January 6, and was treated rudely, so I hung up the phone on the female representative. The female told me I was trying to run a scam.

On January 7 I tried to pay on the account (still no paper statement) and again was told that my account was at a 0 balance due on 0/0/000 date. I spoke with Jacky (in Nevada) a support representative and her supervisor who told me not pay on the account because they where showing a balance but where not showing that I had paid anything since I purchased the ring. He told me not to pay on the account today and to call back tomorrow. He said he was going to write up a trouble ticket and that there was a definite problem.

On January the 8 I called from the retail store to see if the problem was corrected and I spoke with Gale (in Tennessee) who told me that the problem was fixed. She told myself, my girl friend, and the store manager that she would waved all interest from the account until Aug 04 and would waved all late fees. She told me that all that I owed was 117 dollars and if I paid it the account would be closed.

I knew that $117.00 was not right but she would not accept the total because it would cause the account to go negative.

At the end on January (early Feb.) I received a paper statement that showed that I owed 2000+ dollars and showed that I had to pay it. I went to the store where I purchased the ring and spoke with a sales representative. The sales women then called the credit card company and tried to resolve the issue. The representative, Gale (not same as above) told me that the ring was returned, account closed, and then the account was reopened but she could not tell me how much the original ring was for. She informed me that she was going to wave the interest, wave late fees, (until March 24) and she was going to resend the previous statement that she had on her records. I received a statement dated 2002.

On 3/2/04 I went back to the store because the representative on the phone told me it was a store problem. I spoke with Julie who called support, spoke with Tracey, and was unsuccessful in resolving the issues.

I called on 3-8-04 and spoke Tim who informed me to call back and speak with a supervisor.

I called back on 3-9-04 and spoke with Sarah. I informed of all the above mentioned and she asked why I changed my address 3 times. I told her the first time was because I moved, the second was because technical support found that when I changed my address it did not register properly in the system, so they had me change it again (same address) and when that did not work they had me give them a totally different address (the one I use now). She listen and said that she agrees with me and that my story does match what is in the computer, so she would deduct the late and interest charges for the last 30 days only. Leaving me a balance of $2869.67. I ask to speak with her boss. Rick answered the phone and said they offered me a generous discount and I would be no more. He then said that I was supposed to be getting interest since Oct. 2003. I said no that my bill clearly states Jan 2004 when I purchased it. He said Oh its wrong in the system, he then said that it was my responsibility to pay the ring by then and I have no argument. I told him the past payments where not going to the bill (not that I could tell), he said so you still have to pay. He then said I did not do enough calling to get this resolved, and he would not offer any more help. I said thank you and asked for legal address. He gave me:

Helzberg Diamonds

Citicards PO Box 8189

Gray, Tennessee 37615

I then contacted me lawyer who sent a letter to helzberg and to CitiBank. CitiBank never responded, we called CitiBank today Wednesday May 12 because I now have poor credit. CitiBank put the past years problems on my credit report and I can not finalize my house and may become homeless.

We spoke with Sarah who said she was more then gerous. She said "Rick my boss tells me I am to easy, and I need to tuffen up. He says I settle to easy." She will not acknowledge the above story and refuses to remove the marks on my credit. I even told her I had a check for $2210 and would pay it if she remove the points. She said no that she would not remove the points and I would have to pay $2800.

I was willing to pay off the account every time and they never let me. All I wanted was all interest is waved, late fees waved, and some form of compensation is given for the time and months that I have spent trying to resolve this problem.

Thank you:

Glen

At this time I owe 2 times the amount I originally paid for the ring. I also will not pay on the account because I am not in the wrong. Can anyone help myself and my lawyer with any suggestions or comments.

Glen

St. Louis, Missouri
U.S.A.

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