Consumer complaint received 2021-01-02
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
This all started on XX/XX/XXXX when I called macys.com to make an adjustment on three purchases four five different shirts of the same brand that went on sale this  only happens once a year on those designers and they are half price so it had been only five days since I had purchased them when thesale happened and at first I thought everything was fine because I explained to the lady that I was adjusting three different purchases five different shirts and she had to give me half the money back so I was surprised when she told me she was done because I thought it was super fast then I waited a few days and noticed that only one shirt changed so I called back asked why the other ones never got changed so that's when I got the response of saying that it had been more than 10 days to make an adjustment so I went on to say that it was not the first time I called that I was calling to see why they didn't change them the first time the guy was from somewhere in XXXX and was not getting the point I had to explain a few times and different ways and still the guy kept telling me that it was too late to change the price so I asked that he connect me to a supervisor but he told me he was a supervisor and offered to change one of them only as a favor which I refused because I wasn't asking for favors I was asking for the fair Deal but then he said he wasn't going to do it so I asked him if he had said he wasn't or he couldn't and he said he wasn't because I wouldn't take his offer and that's when I said I needed to talk to somebody else and he didn't even say anything just ended up connecting me to some other department that have nothing to do with that kind of stuff and even the girl was surprised because she said that they didn't even introduce this so I explained to her what I was trying to do and again she told me that it was too late to change the price so I had to explain to her again that I had called on the XX/XX/XXXXto adjust the price which was within the 10 days so after a long discussion she called it another person and they ended up saying that they were going to do it but again more days passed and they never change tell by that time I had to call back a little bit upset and asked what was going on with the delays and they just kept going in circles so then after that my order started getting cancelled and I called to see what was going on with that and they told me that I was getting declined so the first time I thought it was normal I guess and I had the person put the order in for me so when I gave her the card she told me I got declined again that maybe feel weird but I offered to pay with a different card which also got declined then I gave her another card which got declined then another card got declined so I said try my debit even my debit card declined that's when I knew something was wrong and it wasn't me so she said that I had to talk to my credit card since you always going on so I went ahead and called each and every single one of my cards and they told me that all those payments went through and more than once so they ended up bouncing back but not without maxing out my cards in order for the money to be available again it takes a few days so my recurring payment started bouncing back and in the end I ended up with multiple purchases of the same item in different cards at the same time when all the money started coming back slowly later on I know it is that some of those items didn't get returned and it looked like I had bought the same thing many times with different cards so I started opening disputes with my credit cards against Macy's and slowly they started retrieving my money back by I suppose the people at macys.com and the end of left one of each of the purchases but I had predicted a problem like that so what I did was returning everything that I did buy that month just so they wouldn't be any misunderstandings but then I noticed that even though I did that in the end they said that I owe XXXX  so I called back and asked why I owed money if I didn't keep anything and they just said that I had purchased both so I explained that I never kept any of things and that I should break even but they insisted that they had to give him the money back to them and that now that was only one purchase but I said that even that had gotten return whatever I did I forget and my statement was wrong so in the end they ended up XXXX  it out and when I looked at the statement again it said - XXXX which immediately I knew was my star points which is rewards that I gather as I purchase on and I called and asked them to return my points but they said that those were non-refundable so I got mad and said why are you not going to give me my points that it's money that I use to buy stuff so it should get returned and they said that no they couldn't do it and by that time they probably already knew who I was because they were acting very rude the app or website kept crashing on me and all my order started just getting denied so I waited a few weeks for everything to clear and hope that everything got fixed and then around XXXX when I try to buy some gifts for my nephew's I placed an order for some toys and minutes later I got the email that my order has been cancelled so I called again and asked why my order was canceled and they said that I had gotten sick line so the girl offered to put in the order for me and I said no because I already knew that if it was getting declined she was going to ask me for a card and I was going to give it to her and then she was going to put it in as you was going to see declined again and then I was going to give her another or card and it was also going to get declined but in reality they were already getting approved on their side but not on theirs so she told me to talk to my credit cards and I also said that I had already done that and that they had told me that all those purchases that we're getting declined with Macy's we're actually getting approved so I caught the problem before it happened again so she ended up connecting me to somebody that can help me which was some nice lady from Citibank when we got connected on a 3-way call she told the girls at why was I get in the client if they had approved the purchase and not only once but twice already so the girl said no it says Decline and the lady and Citibank said no I'm telling you it's approved and two times so she asked her to release the customer to her and she ain't told me to wait then she came back a few minutes later and told me that they had found the problem somebody on macys.com had a flag my account so that I wouldn't be able to make any purchases online but on the credit card and even though I wasn't placing the orders the payments were going through so she asked me not to buy anything online if I wanted anything I had to go personally to the store so I did that I got my nephews gifts in person and started writing to everybody I could for help even Macy's corporate but I never got an answer then later somehow my statement reappeared in my account when I ask Macy's to prove to me that I have purchased those things and that's when things went really weird all of the sudden all the purchases I had made of that month were all cut in half and they all said new account discount even though they were all weeks apart they all had the same discount I called and asked why they had done that is first of all those items shouldn't be there also it said there that I had made thousands of points which is impossible for one month I suppose the points is the part that gives it all out because you cannot collect so many in such a short. Of time and if you just disappear the purchases the points kind of just float around so now Macy's had contact me asking me to prove to them that I have returned everything which I can but my credit cards had told me not to speak to them until they actually submitted proof or explanations on all those transactions which they cannot also after that incident I started receiving weird calls weird emails subscriptions 2 XXXX  inclined websites call and hang up call and stay silent weird stuff started going on alerts of trying to enquire or open XXXX  accounts that I never made purchases and City four states that I was never in and it's seriously just messed up most of my recurring payments and options for credit now I'm at the point where I had to close some of my credit cards down because I just felt like I couldn't keep track of everything and I just don't know what to do anymore luckily I found you guys that I know you you or somebody you know has the power to help and resolve this I am attaching both of those statements around that time forXX/XX/XXXX and XX/XX/XXXX and note that that account is new so the XX/XX/XXXX statement will be the first-ever which gives it all out because I could have never made so many points and such a short. Also some of the stuff in there is back again which shouldn't be there and the last thing I noticed was the toys for my nephew's we're still added on to the next statement even though I went back and returned them and for the returns I only see partial Returns on everything or stuff that in the end got paid by other cards appear with the Macy's card because that was the first attempt but also got declined so I had to use other payment methods I am sure you will have lots of questions and I don't want to make this a long book so please help me and if you want to talk my phone number is XXXX or my email is XXXX  and all I know is that the guy I spoke to in the call after XX/XX/XXXXis the one who did it I hope they did not erase the voice call record for all those interactions but either way I believe I have proof I've lots of things that are discrepant in my statements and I will attach them here just so you could get an idea of what happened according to what XXXX  sees and what I say and your experience should complete the circle thank you so much for taking the time 2 acknowledge my case I hope all this can help somebody in the future

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