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Complying with the Telephone Consumer Protection Act (TCPA)

Effective May 31st the Telephone Consumer Protection Act (TCPA) allows Sears cardholders to go to the location where they opened their account and request that they no longer receive text messages or auto dialer calls from Citibank. When this occurs the Sears sales person should contact Citibank, explain the reason for the call and then hand the phone to the cardholder.

Review the TCPA policy and procedure below with all sales people prior to May 31. This information has also been updated on Hometown and Outlet Connect > Operations > Point of Sale (POS) > Sales Tender –Credit Leasing & Check Compliance

Complying with the Telephone Consumer Protection Act
(TCPA)

The Telephone Consumer Protection Act (TCPA) consent allows Citi®, the issuer of the Sears Mastercard and Sears Card, to contact the customer on their cell phone via texting or autodialing for the purpose of account servicing. Customers may provide their TCPA consent to Citi during the new account application process or periodically thereafter during account servicing interactions with Citi. Customer must be allowed to revoke their TCPA consent within a Retailer location.
While the customer is in the store, they may ask how they can revoke their TCPA consent, or they may refer to it in a different way, such as “how can I stop texts, artificial or recorded voice or autodial calls on my cell phone from my Sears credit card?”
At the customer’s choice, they can request TCPA revocation at either a register location or the Customer Service desk. When this occurs, associates must do the following:
  • Call Citi customer service at 1-800-326-0113, select option 1 and then option 2 to be routed directly to a Citi agent.
  • Advised the Citi agent that you need assistance revoking TCPA consent on a customer that is present in the store.
  • Hand the phone to the customer so that they can speak directly to the Citi agent.
  • The Citi agent will revoke TCPA consent on the phone number(s) the customer requests.
  • Call is ended.
Creation date: 5/22/2017 10:46 AM ()      Updated: 5/22/2017 10:46 AM ()