Consumer complaint received 2023-09-04
Company: CITIBANK, N.A.
State: NV
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
After paying balance on my Macy American Express- and being a customer who never had a late payment- I placed a lock on my Macy 's American Express card in XX/XX/2023 to safeguard it while not in use. Also put a lock on my XXXX XXXX card and requests for my credit reports. 

XX/XX/2023 I requested a replacement card when I realized my current card had expired XXXX ; and had not received a replacement card. I was told a replacement card would be sent out right a way and to expect in 7-10 business days. I am unable to locate first individual 's name I spoke with- or time called. 

XX/XX/2023 @ XXXX I called to check on the replacement credit card that still had not been received. Of course this is also a safety issue! I spoke with XXXX. XXXX confirmed the call of XXXX ; and also confirmed that the replacement credit card had " NEVER BEEN MAILED '' from my call made on XXXX ; and " there was a mail issue. '' He promised to get it mailed out as soon as possible- even promising to " Overnight '' the card due to the delay- no card- no communications- no nothing. XXXX stated I should receive the replacement card from 24 to 48 hrs. and to be on the look out for it. 

XX/XX/2023 @ XXXX XXXX Macy 's American Express regarding nonreceipt of replacement credit card. Spoke with XXXX who state she could " see where the replacement credit card had been sent on the XXXX and I should have it. '' XXXX proceeded to tell me that she showed it had been both " sent and delivered on XX/XX/XXXX '' which of course would be impossible ; even if they were local- they're not. Then she kept up my ineptness and told me " to check your mail. '' No replacement credit card. 

XX/XX/2023 @ XXXX spent a disheartening amount of time on the phone with phone representative XXXX who was clearly doing her best without really knowing what to say to answer my questions regarding the delay of the replacement credit card- that kept being promised to be sent out??? After several excruciating minutes XXXX shared that my replacement credit card WAS in fact sent out and that I should receive it in 10 to 14 business days!!! Nearly twice as long as what I was originally told at the beginning of XXXX!!! I asked her for both a tracking number and my case number. After being on hold- again- I was given both. 
When I asked to speak with " a supervisor or XXXX, '' I was told no manager is available ( of course! ) and " the supervisor is with another customer. '' Of course again. Those call ALWAYS are at least a 30 minutes wait- minimum! This was no exception. 
XXXX the SUPERVISOR came on finally and stated she was the one who had given XXXX the case number AND the tracking number for my replacement cards. She had been " coaching her in the background. '' No empathy. No apology for the delay and ATROCIOUS customer service. And absolutely No understanding of customer inconvenience! WOW. 

NEITHER the case number or tracking numbers provided were valid. The tracking number went to NO major carrier ; and no where on Macy 's site for a " case number '' And as of this writing STILL have received no replacement credit card. 

HOW does that work? Does a company just not send you the card and your account just sits there with available credit but the customer never uses it because they never receive a credit card? 

HOW much money does Macy 's LOSE NOT sending customers out their replacement credit cards out timely or at all? That's just ridiculous!! 

WHY am I being penalized with this inability to get a replacement credit card when all I've done is be a good customer?????

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 non-monetary relief