Consumer complaint received 2020-08-25
Company: CITIBANK, N.A.
State: CA
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:
On XX/XX/2020 I went to Macy 's and opened up a Macy 's credit card and charged {$290.00} worth of dresses to the card. The store attendant said the store would send out my order next Friday when they were having a sale. That particular Macy 's store closed due to COVID-19 before they were able to send out my order. 

At this point today, XX/XX/2020, I have not received any of the following : my Macy 's credit card, or my dresses that I ordered in-store worth {$290.00}. Macy 's has not furnished any evidence that this order was actually shipped out, nor have they provided me with my credit card or access to my online account to view my statement. I do not even know what my credit card number is. 

In XXXX I called about 8 times over the course of the month because neither my order nor my credit card arrived. I never received confirmation or a receipt for my order. Each time I called I tried different extensions. Each extension had the same recorded message : " Due to COVID-19, no customer service agents are available to answer the phone. '' On XX/XX/2020, I received a notice in the mail that my first payment was due the next day. I tried calling Macy 's again, I emailed Macy 's, I XXXX Macy 's, and I sent Macy 's a XXXX message that I was trying to reach them and had not received my order and my payment was due. I received a response over email to call the customer service line. When calling, I got the same recorded message : " Due to COVID-19, no customer service agents are available to answer the phone. '' Since I hadn't received my credit card yet with my account password, I still was not able to access my online account to view any of my bills or check the status of my order. It would not let me make a new account since it said my account already existed. I made my first payment of around {$25.00} this day to avoid late fees. 

On XX/XX/2020, I finally was able to get a hold of somebody who barely spoke any XXXX at all and disputed the {$290.00} worth of dresses on my credit card. I asked him to send me my credit card, any statements they had, and a receipt. He said he could only send it to my old address in XXXX XXXX that was associated with the account. I told him I was visiting my parents and did not know when I would be back in XXXX XXXX due to COVID. In extremely broken English, he told me it was not possible to send me any information I needed at my parent 's house. 

During the rest of XXXX and early XXXX I attempted to call again probably eighteen times to check on the dispute but began receiving the same recorded message once more : " Due to COVID-19, no customer service agents are available to answer the phone. '' I was not able to speak with a live person again. 

On XX/XX/2020, neither the dresses nor the credit card had been received upon this date. Besides the one time the phone had been picked up and I was able to open a dispute, I still had not been able to talk to somebody at Macy 's to change my address, or get clarity on why my order was not shipped out, nor was I able to login to my online account to see my bill because the login information needed the credit card number which I did not have. 

On XX/XX/2020, I made a phone payment to their automated phone line for the items I bought in-store and took home with me that same day, but did not pay the remaining {$290.00} on my Macy 's credit card for the dresses that were supposed to be shipped out but never were. 

On XX/XX/2020, I called again to get an update on my dispute. I was finally able to get a hold of an actual person. I closed my Macy 's credit card account on this date. The representative I talked with was very confused on whether or not the dispute was resolved and did not seem to understand me. I had waited on hold for an hour at this point. 

A letter dated XX/XX/2020 was sent out denying my dispute to my old address where I no longer resided. I'm not sure the date it arrived. The letter did not specify why my dispute was denied. Apparently I was then sent to collections. 

XX/XX/2020, I received this letter when it was forwarded to my new address. I thought this had been finalized because it was unthinkable that Macy 's would deny my dispute, for obvious reasons. I called and opened up the dispute again. I talked to collections and explained the situation. They apologized profusely, told me they would put me on the do not call list, and told me to talk to customer service. I talked to Customer Service Supervisor "  XXXX, '' Employee # : XXXX, and told him I would be filing a complaint and was considering a lawsuit at this point. He opened up my dispute again.

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