Consumer complaint received 2021-05-18
Company: CITIBANK, N.A.
State: MA
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:
Macy 's Credit Card Macys Dispute XX/XX/2021 : placed an order for same day delivery in the amount of {$330.00} + {$15.00} = XXXX. The order was never received. 

XX/XX/2021 : placed a call to Macy 's at XXXX to report order never received. Representative cancelled the order and issued a credit in the amount of {$330.00}. A receipt was sent to me reflecting this refund back to my credit card. Time spent on the call : 37 minutes XX/XX/2021 : placed a call to Macy 's at XXXX to ask why refund is not reflected on my statement dated XX/XX/2021 or in " recent transactions '' in the online account information. Was told the information should be appearing soon. Was given reference # XXXX in the event I had further problems. Time spent on call : 13 minutesXX/XX/2021 : placed a call to Macy 's at XXXX to request update on refund and provided the above reference number. Was told the refund was issued in the form of a gift card that I never received. The representative told me that the gift card was cancelled and the amount should be credited to my account. I was then disconnected before I could ask if the refund would include the delivery charge of {$15.00}. I placed another call to the same number and was told I could not speak to the same agent who I was speaking only moments before. I explained the issue again to the new agent who assured me that both the {$330.00} and delivery charge of & 15 will be credited to my card. Time spent on 1st call : 41 minutes, Time spent on 2nd call : 27 minutes XX/XX/2021 : placed a call to Macy 's at XXXX. The representative was very helpful but could not find any evidence of a refund to my account and was not able to report why a gift card was issued at all, but found that it had been cancelled. I waited on hold after the representative made multiple calls to other departments that gave him inaccurate information. Finally he contacted a " supervisor '' who advised him to created a " dispute. '' He advised me that the charges have been " frozen '' and that I would not have to make any payments on these particular charges. After 42 minutes the representative provided another reference number # XXXX. I asked what phone number is best to call if there are any further concerns. He provided a 4th phone number XXXX. Time spent on call : 42 minutes XX/XX/2021 called for update on dispute resolution was told result 10 days from report = XX/XX/2021 XX/XX/2021 - received letter from Macy 's Billing Adjustments Department dated XX/XX/2021 stating that I am responsible for the {$340.00} because a gift was issued to me in that amount and was redeemed. ( This is the gift card that I never received and was told was cancelled ). I called the number listed on the letter ( XXXX ) and there was no answer. I then called the customer service number on the back of my Macy 's card ( XXXX ). This representative discovered that a gift card HAD been issued in the amount of {$330.00} ( which did include the delivery charge for {$15.00} that I was told would also be refunded ) and was redeemed. I reported that the use of the gift card ( that I had been told was cancelled ) was fraudulent. The representative also informed me that the card had been used at a store I did not visit. These fraudulent charges are in the amount of {$300.00} + {$27.00} was returned somehow to my Macy 's card ( I was able to confirm the {$27.00} return on my card. ) The representative told me that she informed the gift card fraud department and that I would be contacted by them via email. 

Summary : An order placed on XX/XX/2021 in the amount of {$330.00} + {$15.00} ( delivery ) = {$340.00}. This order was never received. After reporting the issue, a Macy 's representative cancelled the order and said my card would be credited - a receipt acknowledging the credit was sent to me. After not seeing the credit reflected on my account, I called customer service several times to ask when the amount would be returned and was finally told the amount was issued to me as a gift card. The representative then told me that she cancelled the gift card, and I would receive a refund on my account. Subsequent calls were not productive in determining why I had not received a refund and finally a a representative filed a dispute to resolve this issue. I received a letter from Macy 's Billing Adjustments Department stating I am responsible for the charges because a gift card had been issued and redeemed. A final call to customer service revealed that a gift card HAD in fact been issued in an amount that did not refund a delivery fee for a delivery that was never received, was never cancelled as I had been advised, and had been redeemed in part ( {$300.00} ) and a small remaining amount ( {$27.00} ) from the gift card had been refunded to my credit card. 

Total time on calls : 3.6 hours Number of different phone numbers : 5

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 monetary relief