Consumer complaint received 2019-12-03
Company: CITIBANK, N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/19 I visited Macy 's fine jewelry dept at XXXX XXXX, XXXX, GA. I selected a pair of gold earrings to purchase at their " PRESALE EVENT ''. ( This is where you select merchandise, Macy 's rings it up and holds the charge on your Macy 's card until you pick up the merchandise at a later date, in this case, XX/XX/19. ) The problem is, I never picked up the item. Still, even though I didn't pick up the earrings, Macy 's billed my store credit card on Monday XX/XX/19 for the amount of {$260.00} plus interest each month. 
I continued to pay at least the minimum payment due on my bill online each month. 
I performed an audit of my account a few months later and realized I was billed for merchandise not received. 
According to the cardholder agreement to dispute a charge : I have 6 months from the date of purchase to fine a dispute ( WHICH I DID / see attached billing dispute confirmation, dated XX/XX/19 ) The purchase must be made in my home state within 100 miles of my mailing address and the purchase must be more than {$50.00}. ( WHICH IT WAS ) You must use your credit card for the purchase ( WHICH I DID ) You must not yet have fully paid for the purchase ( WHICH I HAVE NOT ) I assumed this would be a simple dispute and would be credited promptly. 
Certainly Macy 's has cameras all over the Fine Jewelry department and neither I nor anyone I know picked up the merchandise on my behalf. 

This has been a colossal headache to deal with Macy 's. First of all, I was told when I originally made the dispute that it could take up to 60 days or 2 billing cycles to resolve my dispute. I never heard another thing about my dispute. I called Macy 's customer service twice for updates and got nowhere. They then said they would need an extension and my dispute would be resolved withing another 30 days ( 90 total ). I finally received the completed investigation results, dated XX/XX/19 where they declined to credit me for the dispute for the following reason : " We've conducted our investigation using the information that you provided about the dispute. With the information we had, it wasn't enough to support your claim and resolve the dispute in your favor. '' This is a canned declination letter. I do not believe any investigation was performed. They did not ask me for anything to aid in their " investigation ''. Furthermore, they certainly have cameras in Fine Jewelry and like any sophisticated retailer, they would have the capacity to view footage and prove that no one received this merchandise. 

It is my belief that these " PRESALE EVENTS '' are unethical and should be unlawful as it provides no real benefit to the consumer. You have to pay with your credit card and can not leave the store with the merchandise. How is this legal? This event will only serve to benefit the retailer as highlighted by my claim. How many consumers get charged in this scam and do not report? They should have safeguards in place where the consumer does not get charged when merchandise is not picked up. The burden of proof that merchandise is received should be on the retailer in this scenario. Do they not require a signature to pickup the merchandise? If they do, they do not have my signature for this pickup because I never received the goods. 


See attachments : 1 ) Original Pre Sale Reciept, dated XX/XX/19 2 ) Confirmation of Billing Dispute, dated XX/XX/19 3 ) Dispute Resolution - DECLINATION Letter, dated XX/XX/19

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 monetary relief