Consumer complaint received 2020-03-10
Company: CITIBANK, N.A.
State: TX
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XXXX XXXX XXXX DOB : XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, TX XXXX XXXX ISSUES PRESENTED : First, Macys Guarantee to Not Hold me Accountable. I placed an order on Macys website ( ship-to-store, Macys, XXXX XXXX, TX ) and when I went to the store to pick it up, I lost my card. Another customer found my card ( which was taped to my order confirmation ), and without my authorization, used the print-out to pick up the order AND used the card to purchase a pair or shoes at the XXXX XXXX ( inside Macys ). I spoke personally to the manager at Macys, in XXXX XXXX, TX, and she guaranteed that I would be refunded and have a XXXX balance. Macys now refuses, on a corporate level, to honor this guarantee. 

Second, Macy has not provided written notice of the amount due, specifically : ( i ) charges for the online order ( which I never picked up ) ; ( ii ) charges for a pair of shoes I didnt purchase or authorize ; and ( iii ) late fees. My email address is : XXXX ; this is also my Macys account log-in. I have never received a statement from Macys at this email address. Additionally, my home mailing address is XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX. I have never received a paper statement, or notice of a late payment, at this mailing address. 

Third, improper notice on 2 fronts. I am represented by an attorney, XXXX XXXX XXXX, Attorney at Law, XXXX XXXX  XXXX XXXX, XXXX XXXX, TX XXXX. I informed the Store Manager at Macys in XXXX XXXX, TX of this circumstance, and the manager assured me that this would be duly noted and all correspondence would be directed to my lawyer. 

Fourth, Macys has knowingly reported incorrect information to the three ( 3 ) primary credit reporting agencies, XXXX, XXXX, and XXXX. Macys guaranteed that I would not be responsible for the charges and yet they continued to report to the 3 credit reporting agencies that I was delinquent.

Fifth, Macys reduced my credit limit without justification and without notice. 

Six, Macys did not issue cards when fraud was evident. 

FACTS : I placed an order on Macy 's website on XX/XX/XXXX : Order # XXXX, for Two ( 2 ) Sets of Colonial XXXX  Teaspoons, total cost : {$25.00} This order was placed online ; but it was a ship-to-store order, and the merchandise was required to be picked up at the Macys store in XXXX XXXX, TX. I printed the order confirmation  and taped by merchandise card to the order print-out. On Sunday, XX/XX/XXXX, I took the order print-out ( with the card still taped to it ) to the Macys Store in the XXXX XXXX, TX. I was accompanied by my XXXX XXXX son. Shortly after arriving, he had a tantrum that escalated into a full meltdown and we had to leave the store immediately. I accidentally laid down the print-out ( with merchandise card attached ). 

I returned to the store on Monday, XX/XX/XXXX, when my son was in school, and I searched the store ; but, I couldn't find the print-out or card. I talked to the Store Manager ( Female, XXXX XXXX, who was extremely helpful and kind ). She looked up the order and said it had been picked up. She said she believed someone found my card in the store, taped to the order, and picked up the order. The manager said she  would " take care of everything, '' and I would not be charged for the order. We did not discuss the purchase of the shoes at this time. 

Several months past and I didnt receive any further communication from Macys, i.e. I didnt receive statements, letters, late notices, etc., to either my email address ( XXXX ) or XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX. My attorney, also, did not receive any information. Macys does not send a statement if there is no balance due ; therefore, I thought not balance was due. 

On XX/XX/XXXX, I happened to sign on to my Macys online account and noticed that I had a balance which comprised of Order # XXXX, a purchase at XXXX XXXX XXXX ( for Shoes ) on XX/XX/XXXX, as well as several late fees and interest charges. I also noticed that my credit line was decreased to {$200.00} from {$600.00}. I immediately paid the balance and filed 2 online disputes on Macys website. I also called the Macys store in XXXX   XXXX, TX to speak to the manager ; but, she no longer works there. 

On XX/XX/XXXX, I received a response from Macys indicating that they conducted an investigation and determined that I was responsible for Order # XXXX because the order was in-fact picked up in the store ; however, as mentioned above, I did not pick them up myself, another customer picked the order up without my authorization ( as discussed above ). Macys also indicated that I was responsible for the shoe purchase, because the card was present and the EMV chip was inserted ; however, the card was stolen at the time and the customer who used the card was not authorized to do so.

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