Citibank saves the day, refunds tv purchase for Sears shopper

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Sometimes all it takes is a little pressure to get the wheels of a corporation moving. It turns out that shortly after the story of Tom, a Sears customer who was charged $1070 for a TV he never received, gained traction in the media, Mark Ennis, from the Presidential office at Citibank service contacted him. Mark had tried calling the Sears store where Tom purchased the TV but was given the same treatment Tom experienced. Undeterred Mark went "off script" and pulled the records for every Tom who purchased a TV on "Black Friday" in order to find out what went wrong on the order.

It turns out that just after the first TV was refunded, it was re-rung, resulting in the outstanding charge to Tom's Sears card. None of the individuals Tom spoke to over the past 4 months looked past the initial refund transaction to see what was really happening. If they had spent an additional 5 minutes investigating the billing issue, Tom's problems could have been solved months ago. Thankfully the story has a happy ending, Tom is getting a refund for his undelivered TV and some Sears employees will likely be getting a refresher course in customer service. That is if they aren't shown the door for this heinous neglect of customer service. Bravo to Mark for helping out the consumer and making extra effort along the way. We need more people like you in corporations.

Via Consumerist
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