Consumer complaint received 2023-07-08
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:
Good afternoon. Ive been a loyal customer of Macys for decades however, lately I have been treated extremely unfair to the point that I actually think what they are doing is illegal and there should be some sort of ramification for their actions. On five separate occasions within the last 12 months Macys has sent something to me in error, paid for by my card, returned to Macys by me using a return label paid for by Macys, which they have sent after I spent at least an hour on the phone on each occasion, explaining their mess up. On each of the occasions, Im describing I ordered one item, yet. A completely different item with a completely different cost was sent to me instead of what I purchased. I returned the items each time after spending hours on the phone trying to get to the right contact and get the prepaid label and not to be penalized since it was not in any way, shape or form my fault. Not to mention the fact that I have missed out on not only the products that I want because by the time I get the incorrect product notify Macys and try to buy the correct product again for the second time the product is either a been sold out or be is a different price and on several occasions my Macys star rewards have been affected either through the return or by losing them while waiting to hear from customer service on how to proceed on re-ordering. Each time I call and routed to a representative in a foreign land, that is difficult to understand and barely knowledgeable. Just today I spent an hour on the phone speaking to three different representatives then was hung up on. This is ridiculous and its unacceptable. I am paying over {$90.00} a month in interest on items that were never even purchased. Find me not only were they not purchased by me, but when they were returned to Macys, the credit was never given to me for the items that I was charged for, but never purchased. This is not fraud in the traditional sense if its fraud, then its Macys that is doing the fraud Not anyone else This is 100 % macys mess up. They are responsible and I am being held responsible for interest charges that I am not responsible for not only that, but I disputed a rug delivery. I was told a rug was delivered to my home. However, the rug was never received when I reported this/disputed this, I was provided proof of delivery in the form of a picture Of my neighbors home. This again is not my fault, and I am not comfortable or willing to go and knock on the strangers door to ask for an item back that was not returned to me. Again, not my fault. I have wasted countless hours. At this point I feel like I am owed money not just from the interest that Ive paid over the last year but in pain and suffering. They are impossible to deal with and then after spending two hours on the phone to be hung up on is just unacceptable.

The issue is they do not have one person capable of doing the forensics needed to ensure I am credited back the correct amount of money it boils down to pure stupidity. Again not my fault yet Im being penalized and forced to pay over {$90.00} a month in interest Because of a company having stupid employees and not caring when their customer calls and tells them of their error. My biggest question and what makes the least sense to me is why I wasnt immediately credited back to money as soon as the return label was scanned by XXXX or XXXX whatever the preferred shipper that was used was? None of what I experienced was so difficult than it should have taken this long to resolve or I shouldve had to go to these lengths to get a resolution. 
I am extremely upset, and I feel as though I am being treated unfairly and they dont care and XXXX not willing to do a thing to ensure I am properly credited for the money owed to me.

I need help and Im not sure if I even may need a lawyer. I cant imagine how to begin calculating the actual amount of money thats owed to me- the amount thats just gone!!!!! Between interest, missing product, and product that was sent in error - returned to macys and never was I credited a dime!!!!!

I have a high credit limit and high balance and I dont diligently monitor the account. I shouldve. But now that I have begun my investigation and I see that there were zero credit issued over the last six months. I know I have a serious issue that needs help with getting a resolution.

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