Consumer complaint received 2019-11-12
Company: CITIBANK, N.A.
State: NC
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:
This is a follow-up complaint to my previous complaint dated XX/XX/2019, as this complaint was submitted my by state 's DOJ, and I had additional details to include for my CFPB complaint. 

The original complaint does not include a separate incident occurring on the day I opened the account in store : I was in store that day to make a return of a pair of shoes purchased from Macy 's online. While I was actually opening a new Macy 's credit account, I had my mother ( supposedly ) returning the shoes for me, only to have her find me and tell me that I didn't have the receipt for the shoes. She had already been to customer service ( sent by the employee at the XXXX XXXX counter ) and they said the same thing. I was puzzled as I had brought with me the only paper that was included in my package ... as I was still in the checkout line, I asked my cashier what else would I have that would be used to make a return, and she confirmed what I had was to be used for a return. So I went to shoes to make the return myself, since I KNEW this was the CORRECT receipt! This time the cashier just very coolly sent me towards customer service and told me that was all I had to do as he had had several customers with the same issue already : the barcode on shipping slip did not match the item. So, now XXXX, I go get in the longest line in customer service, and proceed to wait! After about 15 minutes or more, my previous cashier happens to walk by, and asks if she can see the shoes and return slip I have ... she attempts to make the return, several times, only to have the same issue of mismatched barcodes, so she can't return the item. This cashier calls for a manager : the manager who comes is actually the same person who previously spoke with my mother regarding this return. By this time my mother has already went into her email to find the email confirmation for the shoes ordered, and after me explaining what I don't know to be going on to the manager, we end up going into the offices with her ; she has to get on her computer, searching for items ... finally, my mother has the email confirmation of the 2 pairs of shoes I ordered -- NEITHER of which match the barcode for the shipping slip included in my package. After about 2 hours of our precious lives, we were able to return the shoes. And we were offered no type of courtesy credit or reward. When my mother did call, all they offered her was like 25 % off or some other meager offer for all this trouble ... NO ACCOUNT CREDIT and NO COUPONS!! I was informed by a friend, just last week, that they had this same trouble with returning an item purchased from Macy 's online -- they purchased several items, with the same payment method, at once, and when returning, for some reason 1 item had an issue : she had to try several times to return the item because it didn't match the return slip/receipt she had ; and employees tried to give her store credit instead of a refund. BEWARE!!! 

Additionally, prior to my last complaint being submitted to the CFPB, I had filed a dispute with DSNB   regarding my account, and they responded ( dated XX/XX/XXXX ) basically telling me they completed an investigation and there were no issues with my account and I was responsible for the balance. Fast forward to ( XX/XX/XXXX ) and I receive a response to the CFPB complaint from Macy 's Executive office telling me the same, but also admitting to making a whole charge on my card in error, one that myself, and apparently the dispute department didn't catch, as these 2 letters are in opposition to each other, the latter even giving me a credit to my account. So, now I need answers ... the " error charge '' on my card should not have accrued interest ... I need Macy 's to confirm and explain this, as this charge was since XX/XX/2019. 

Also, the correspondence that I received from Macy 's executive office included a page with an account number NOT belonging to me ... I called to confirm this -- -it 's not my account number or card number. I don't know who it belongs to or how it came to me : I'm also not sure if the numbered pages that follow were meant for me regarding my complaint, or for someone else. And while this particular page did not contain any important information, Macy 's customers, and myself can never be confident that mix-ups like this don't happen often, nor can there be confidence that our personal information is not shared with random individuals in this way. BEWARE

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