Consumer complaint received 2020-05-30
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
For months now, since XXXX, I have been attempting to resolve several issues with Macy 's regarding their Macy 's Credit Card. 

These issues include everything from being sent underwear, which had been worn, and re-ticketed and re-sold as new, in these times of a Covid-19 pandemic, when extreme measures of health and cleanliness should be taken. Macy 's is selling used underwear to its customer 's as new. I have sent multiple emails asking they remedy this issue, via the issuance of a credit, or by replacing it with a new, unused item being, but the requests have gone ignored, as indicated for months now. Their boiler plate response to my email requests for resolution is that due to Covid, they can not assist their customers. And yet, they continue to sell merchandise. This, without ensuring they have sufficient staff to handle credit card disputes. 

I have also requested price adjustments, on several occasions, as allowed per their own guidelines, that price adjustments will be made within ten ( 10 ) days of purchase. I have requested price adjustments on at least four ( 4 ) difference items, and all of my requests have been ignored, with, once again, the boiler plate response that Covid 19 has impeded their ability to resolve price adjustments. And yet, they keep selling merchandise ; sales do not seem to have been affected. Only price adjustments, credit card returns, adjustments and billing disputes. These issues can not be resolved. Yet, they keep selling merchandise. I have calculated that I am allowed at minimum {$50.00} to {$70.00} in price adjustment requests which have not occurred because Macy 's is impacted by Covid and can not resolve the price adjustments. And yet they continue to sell merchandise.

When I have referred the inquiry directly to Macy 's Credit Card Services ( because they bounce the customer between their Macy 's retail and Macy Credit Card, causing delays and confusion to their customers ), the Macy 's Credit Card Services, bounces me back to Macy 's retail and does not accept a dispute on the credit card, which to me, seems like theft, because they are pocketing the price adjustments versus, crediting the adjustment on our Macy 's Credit Card. 

Additionally, in XXXX, I returned some items which were purchased and then returned upon receipt. It took Macy 's twenty-eight ( 28 ) days, or almost ONE full month to issue a credit on the returned items. More recently, I returned more items. Macy 's credited my account for only {$10.00} for one of the items that I purchased for {$49.00} plus tax. They have proof of the item purchased, and they have proof of the price I paid. And yet they have robbed me of {$30.00} plus tax on this one item alone. I advised them of this. They sent a boiler plate response stating they can not assist me due to Covid. And yet, they continue selling merchandise. 

Once again, they are delaying the crediting of ALL the items I have returned, with proof that I have returned these items. They have acknowledged receipt of these items, yet they not credited the items received for almost two weeks. But they continue selling merchandise.

It seems that Macy 's has been affected by Covid, only when it comes to refunding purchases, crediting returned items, authorizing price adjustments or responding to any and all inquiries that pertain to them returning MONIES to their customers. But ironically, Covid did NOT affect their sale of merchandise, and the money keeps coming in. And Covid did NOT affect their profits. Convenient, isn't it? 

I want my returned items credited, I want my price adjustment requests honored, I want the used/dirty and re-ticketed underwear which was sent to me, and sold as NEW to be credited, and a clean, unused and healthy item sent to me. 

And I want Macy 's to stop disrespecting their customers and using Covid as the excuse to do so. 

Thank you. 

XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation