Consumer complaint received 2020-08-24
Company: CITIBANK, N.A.
State: VA
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:
I need your assistance again for the FOURTH time. I would like this complain to be passed on to Macys Management at the highest level. This will be the FOURTH time that I am asking for your assistance regarding an unauthorized and un-substantiated charge in my Macys credit card that Macys seem to ignore. Macys is not working with me to resolve my issue and prove to me that the charge they levied on me  is a legitimate charge. It is FRADULENT!! 

Macys Executive Department has assigned another clerk to work on my issue in XX/XX/2020 after I filed my THIRD complaint XXXX XXXX who is no better than the previous clerk as she never returns calls just like the first one. I started this request for assistance in XX/XX/2020. Macys Executive Credit Department, XXXX XXXX was the original clerk working my case. All she was doing was writing a letter to the CFPB with un-substantiated information. Then CFPB closes the case without asking for my input! The case is not resolved! 

I am requesting assistance once again on FOUR issues : 1. FIRST ISSUE -- The {$400.00} bill in my account levied in XX/XX/2020 has not been resolved. I have made payments on a monthly basis because I do not want to be slapped with late fees and interest. Because this amount is in DISPUTE, I should not be paying anything until the dispute is resolved ( this is NORMAL procedure with credit card companies ). XXXX XXXX advised me to continue paying the monthly required minimum and I have been doing that. I DO NOT WANT MACYS TO RUIN MY CREDIT! 

I do not believe I owe Macys the amount they insist that I owe. As the customer, I do not agree and I believe it is incumbent on them to prove to me why I owe them {$400.00} that suddenly appeared in my bill. The balance of the FRADULENT charge has decreased because I have been paying on a monthly basis. But once this is settled, I intend to get my money back! 

2. SECOND ISSUE : I received my XX/XX/2020 statement and I have a finance charge of {$6.00} ( COPY ATACHED ). While this charge is in dispute, I was advised by both clerks from Macys ( XXXX and XXXX ) that I will not be charged any finance charge. I want this finance charge reversed!!! 

3. THIRD ISSUE : I sent XXXX a letter last XXXX XX/XX/2020 ( COPY ATTACHED ). I requested that she explain to me what constitutes a special financing charge that is due for payment soon ( XX/XX/2020 ). She never responded on this issue. I again brought this to the attention of XXXX when she called me on XXXX XXXX and she promised to take a look at it. I have called for updated status three times since ( XXXX XXXX, XXXX XXXX and XXXX XXXX ) but just like the first clerk, no response. 

4. FOURTH ISSUE : I advised XXXX that when XXXX sent me the first letter in XX/XX/2020, she only sent the letter but the statements were not included. So, I could not trace back what she is talking about in the letter against the referenced statements. XXXX told me ( that was again on XXXX XX/XX/2020 ) that due to COVID19, the receipt of these documents will be slower than normal but she will request them. So far, today is XXXX XXXX and I have not received them. So, how can I reconcile the letter against the statements? 
This issue has been frustrating. A big corporation like Macys is not being proactive and responsive to customers for a very small amount. All I am asking for is prove to me that I owe them and if I do, I will gladly pay. I am not trying to get out of what I owe but SHOW ME because I do not know how this charge appeared in my credit card in XX/XX/2020. 

These Executive Credit Department ( apparently the HIGHEST level established by Macys to help customers with issues ) are not customer oriented. 
I have been a customer of Macys for many years now but I have severed ties with them. After I pay my legitimate balance ( promotional financing ), I am done with them. NO RESPECT! NO CUSTOMER CONCERN! TERRIBLE! 
Your assistance is greatly appreciated.

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