We mailed a payment to Sears in the amount of $1,724 as payment in full to our account via a bank cashier's check dated February 24, 2004, which cleared March 1, 2004.
When I received my next Sears bill, the bill indicated that the cashier's check had been 'returned' and charged back to my account. Upon calling Sears about the error, numerous Sears representatives bombarded me with a variety of excuses from 'the check was not signed' to 'there was not enough money in the account.'
Since I had all of the bank information regarding the cleared check, I finally got a partial sentence through to a representative to request that Sears call the bank to clear things up -- possibly with a three-way call. I was rudely thrashed and forcefully informed that Sears telephone lines are not capable of processing outgoing calls. Now that's strange that a credit card center would not be able to make outgoing calls, isn't it?
The Sears representatives were absolutely the most rude and abusive individuals I have ever encountered. I was not allowed to finish one complete sentence that I tried to start. A rude, demeaning, arrogant nature must be a prerequisite for employment with Sears credit center.
One representative continued the abuse by telling me that "it's entirely up to you if you don't want to pay on the account" and "if you decide to make a payment, you'll need to provide proof that you paid." I clearly see that the Sears credit center representatives are programmed to use certain abusive and deceptive tactics. Each one of them makes the same crude remarks in a robot-type voice, and each remark must begin with a smart-ellic "I'm sorry, maam."
I truly hope I can straighten this out by sending a copy of the front and back of the cleared cashier's check to Sears. I have noted, however, that Sears payment address has changed since I made the payoff-payment in February 2004. At that time, Sears payments were to be addressed to an Atlanta, GA, address. Now, Sears is requesting that payments be submitted to an Ohio address. I suspect that this change in payment processing is truly the reason the payment was incorrectly posted. But...Sears surely will not admit to a possible mistake, and to them the customer is NEVER right. I am absolutely shocked at the grossly poor and ABUSIVE customer service that I received. Actually, I have just been told that Sears may have recently sold their credit card processing unit to Citi who was the endorser on the cashier's check that Sears claims never cleared.
Abuse and deception is Sears' (Citi's?) game. Go out of your way to avoid them, and DO NOT obtain a Sears credit card unless you are prepared to live on Tylenol. I know of at least four other individuals who have experienced similar problems with Sears' payment processing. Consequently, they are no longer shopping at Sears either.
Powder Springs, Georgia