Ericka B.

I used a home depot credit card powered by Citibank to make a purchase with a promotional coupon that would allow me to make the purchase interest free for a certain number of months based on the amount of the purchase. On October 16,2023 I called in to Home Depot because I could no longer see my payment allocations online and they needed to adjust some of the purchases as a wrong time frame was assigned to them. Thereafter I could not see the payment allocation page on the promotional balances nor the actual line items for the promotional balances online. I knew I had payments that needed to be made before March 16,2024, so I called on March 15,2024 to do this over the phone as I had no way to do this online and make sure it would be done. I spoke to someone (in India I presume based on their accent) I made the payment over the phone in the amount of $772.08. I had the representative read out to me on a recorded line each line item that the payment was going to. I then confirmed what would happen with payments going forward because again I could not see or allocate anything online. He confirmed it would go to the next balance due starting with May 16,2024 line item. When I received my next statement it showed that all of the deferred interest had been charged even though I made the payment. I called Home Depot (today 11:00am EST) spoke to the first person in India, who told me they could do nothing for me, asked to speak to someone above her, spoke to another person in India, she wouldn't do anything about this. Spoke to the next higher up who told me they were in TN but would not give me a town or her last name or a confirmation number for the call her name was Lisa, she removed the deferred interest charge of $584.71 (which was correct) but informed me that unless I made an additional payment of $254+ that that amount would be apart of my revolving balance and would now accrue interest monthly in the amount of 25.99% apr. I was given no recourse to fix this problem, I asked to speak to someone higher and I got to Ms. Giles out of Idaho, she told me she could not do anymore for me now was there another higher person to speak to. She directed me to Fax or mail a letter to Executive Response Unit Home Depot Team at *******858 or P.O. Box 9058, Gray, TN *******. Of which I plan to do. I do not care how they manage this on their end only that I will not be charged 25.99% apr on the additional revolving balance of $254+. I asked how I would make this payment in the future if I had the funds to do so and she said to do that I would need to remove the existing payment allocation plan (because i cannot do this myself online any longer for this card, which would mean trusting them to actually do what they say they will do and not make any further mistakes which I do not) make the payment and then reset up the payment allocation plan. They offered no other recourse.