Consumer complaint received 2022-03-31
Company: CITIBANK, N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
On XX/XX/XXXX, I bought two perfumes and a sample perfume at XXXXXXXX XXXX XXXX Macy 's store that cost around XXXX dollars. Macy 's employee told me I could get a discount if I made a Macy 's credit card, which I did. I wasn't sure if I could get approved since I am an XXXX XXXX A couple of weeks later, I got a letter from Macy saying that the credit card was not approved at the [ first address ]. I thought Macy 's would send me a statement letter so I could pay the money owed, but I never got a mail or an email other than the E-receipt ( attached ). My phone number at the time was [ phone number ]. I did not get anything and I moved to a [ second address ] on XX/XX/XXXX. Macy 's may have called me, but I thought it was spam because all the call operators had the same accent as any other spam calls I received in the past. I saw my credit score dropping starting XXXX and I thought I didn't pay my other credits cards on time. It wasn't until XX/XX/XXXX when I requested a credit report and saw Macy 's credit card was the cause. I called Macy 's to pay for the perfumes and whatever interest charge I have, but they haven't given me any good information about my account and didn't give me a way to pay the charges. I don't have a credit card number or even a statement of the perfumes I bought. When Macy did not approve my credit card, Macy 's failed to take the next step of sending me a statement after they did not approve the credit card so I could pay the bill via email or mail. 


Macy replied - see attached PDF. 

However, Macy 's reply is not true. Macy states that it has sent my statements and my card, but I've never received any statement let alone the card. All I received was a credit card rejection letter. Macy focuses on the fact that I moved to a new address, but I didn't get a single mail from Macy from XXXX through XXXX. I would like internal memos or evidence that they in fact sent these letters and how many letters they sent. I don't even have a credit card let alone a credit card number and I've mentioned this multiple times during phone calls with Macy and they have yet to provide my account number or my credit card number. 12 CFR Part 1026.13 ( a ) ( 7 ) ( Regulation Z ) states " [ t ] he creditor 's failure to mail or deliver a periodic statement to the consumer 's last known address if that address was received by the creditor, in writing, at least 20 days before the end of the billing cycle for which the statement was required. '' For 4 months, Macy failed to send any statements. Macy seems to deny their mistake and for dropping the ball to send any letter or statement or even a credit card for me to pay back the owed money. 

To restate my argument, Macy merely states that they sent a credit card and statement, but I never received it in the 4 months I lived at XXXX XXXX XXXX XXXX, XXXX, VA XXXX. It seems highly unlikely that 4 monthly statements went missing. I would like to know whether Macy 's failed to send any statement after they did not approve my credit card. Also, the only email I received regarding the bill was the first initial purchase receipt which was attached to the original complaint. Why didn't Macy send a statement to my email?

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