Consumer complaint received 2024-01-31
Company: CITIBANK, N.A.
State: MN
Product: Credit card
Sub-product: General-purpose credit card or charge 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:
To whom it may concern, I am writing in hopes that someone can take the time to investigate this situation for me as it has been one of the most difficult situations I have ever delt with as a consumer in my life. Although I understand the process being in this field in my professional life, the way my situation was handled by Macys was nothing short of ridiculous. I cant say I have ever been treated so poorly and given so much misinformation dealing with an issue in my life ; the agents made me feel like I was trying to get something for nothing when, in actuality, I paid for something and got nothing from the merchant in return. I would like someone to please investigate this - I needed to contact Macys .COM 14 times and used the chat function multiple times ( attached screen shots ) before being told I am just out of luck and its your word against theirs at this point. 

Here is my situation : I ordered 3 items total from Macys ; each were different styles of 22-inch gold chains from Macys. ( order number XXXX ) 1. The Italian gold XXXX XXXX XXXX  22 chain Necklace ( 3mm ) in XXXX  gold ( sale/purchase price {$620.00} + tax and shipping ) was delivered in a single box by XXXX around XXXX and handed to me in my driveway as I was outside hanging XXXX lights at the time of delivery. I brough the box directly into the house and when I opened it, I found 1 velvet black jewelry bag ( picture provided ) with one 22 Cuban chain inside of a small zip lock bag. 
2. The 2 other items were not included in the box : ( {$1200.00} + tax and shipping ) being held liable to these a. 1 Box Link 22 chain in 14k gold ( sale/purchase price {$750.00} + tax and shipping ) b. 1 Rope Link 22 chain in 10k gold ( sale/purchase price {$450.00} + tax and shipping ) The very next morning I called to report this issue as noted on my account. Again, working in this field I had all the faith in the world that this would be taken care of quickly, but I was clearly very wrong.

After what must have been 15 times calling in, 12-14 different team members, 2 different conversations with leaders in the .COM area telling me that I would not be liable as I didnt get the product, and 2 open disputes with the credit team, I was made to feel like a fraudster because there is no way that Macys didnt package my 3 items and send them to me. Throughout each of these various conversations, I was being told that within 24-48 hours of the time I called, I would be sent something via mail or email ; I never received anything until the XX/XX/XXXX resolution. I ensured I checked both my junk and spam email folders and even confirmed with the agent that my email was correct. I was even told by the second leader I talked to that she would personally call me back within 48 hours to let me know that is going on ; that call never took place.

As you will see from the enclosers, on two different occasions/separate days, chat function agents tell me the amounts that I had disputed were resolved in my favor and I would see them on my next billing cycle ; you can see how this would make me feel like this issue was being handled and resolved appropriately. I was told also by a manager in .COM that there is no way I would be stuck with the balance because I never actually got the other two items and that it was being taken care of.

Additionally, I was told not to make payments on my account as the balance for the missing items was in dispute and there was not a need for it ; this was incorrect - my balance was reported to the Credit Bureau after I was told that it was in dispute and would not impact my Credit Score. Unfortunately, my Credit Score has been impacted negatively - my score was reduced with the added balance by a total of XXXX XXXX since this dispute has been going on : XXXX XXXX ( XXXX points ), XXXX XXXX ( XXXX points ), XXXX XXXX ( XXXX points ), and XXXX XXXX ( XXXX points ). 

One of the biggest issues is, I was told my balance at the time of {$1300.00} was in dispute but that balance was reported to the Credit Bureau and Regulation Z states when there is an open dispute this information should not be shared with the Bureau. This is why I knew something was not being communicated correctly with my account when my credit started to go down.

Because I know misinformation can happen, I paid my MinDue ; if I hadnt, I would have had to deal with a payment being missed and reported as late ( which would have been the first time in my payment history on any card ) on top of everything else that was going on. 

The last time I talked with a leader in XXXX she told me that there was nothing else that could be done because once the XXXX team closes the case that is the final result no matter what is said or who I talk to. This means Macys is holding me accountable to {$1300.00} balance ( I already made a {$30.00} payment for this ) on the account for items that I was never shipped with the expectation that I pay on that amount or suffer the consequence. 

Ive included the resolution letter I received from Macys on XXXX XXXX, XXXX, that speaks to the full amount of my order being in dispute and the letter references the merchandise not being returned- this isnt true - on XX/XX/XXXX, Macys sent me confirmation # XXXX ( also attached ) of the Italian gold XXXX XXXX XXXX 22 chain Necklace ( 3mm ) in 14k gold ( the one item I did receive ) being returned and noting the {$670.00} return amount. 

If you look at the attachments I sent, Ive never asked for the full amount of the order to be in dispute as I received one of the items ( and returned it ). What I did ask for was the {$1300.00} which was the cost of the two items that I didnt get including shipping and tax ; this was discussed via phone and .COM chats I have attached ; if Macys looks at their notes on the account and listens to the phone calls, they will see how poorly this was handled at each step of the process. 

What I would like to happen here is Macys taking ownership of not sending me the products that I had ordered and refund my Macys American Express Credit Card the full amount {$1300.00} that included the {$30.00} payment I have made to date for this and any other payments for the MinDue that I will be making as my statement date is on XXXX. 

Again, working in this industry, I find this situations outcome to be unbelievable. I had thought about just dealing with it and moving on but simply put, its a lot of money and its just not right. I have been a Macys guest for a long time, I had a store card open for XXXX years before it being closed due to inactivity and when I figured that out, I opened another one right away.

I know there are fraudsters in the world and try to take advantage of situations like XXXX XXXX deals and the time of the year, but I am not one of them. As mentioned previously, I have been a leader at XXXX for 20 years and for the last 7 years I have been leading a team with XXXX team members that do this exact process daily and although I know there are risks to writing off amounts it seems to be riskier sticking an honest consumer with a $ XXXX bill ; thats not good business! 

Personally, I find the worst part of this whole dilemma was onXXXX of the XXXX chains that I purchased but did not receive, was planned as a gift for my XXXX XXXX XXXX ( XXXX XXXX XXXX ) who was about to receive his XXXX XXXX XXXX XXXX my wife and I were excited to find this item on discounted pricing during the XXXX XXXX sale and wanted to do something special for this important event. Unfortunately, we ended up having to get him something else last minute as my funds were tied up on this card due to this issue. 

I should not have been held liable for items that didnt ship and told things were taken care of only to be lied to and held accountable to the balance on the account. I really hope this reaches someone that can help me, again {$1300.00} is a lot of money to me, but if this issue isnt resolved, it will result in Macys losing a consumer and cardholder because I will not be able to trust ordering online or feel comfortable spending money with a company that would do this to their customers. 

Please take the time to review my account, help me in this situation, and if anything, please provide feedback to the XXXX and Credit departments on this. There should be enough here to aid in some training so this doesnt happen to someone else when they call in with a similar situation. 

Thank you for your time and consideration with this issue.

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