Consumer complaint received 2020-06-30
Company: CITIBANK, N.A.
State: VA
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:
Dear CFPB : I would like this complain to be passed on to Macys Management at the highest level. This will be the THIRD time that I am asking for your assistance regarding an unauthorized and un-substantiated charge in my Macys credit card that Macys seem to ignore. Macys is not working with me to resolve my issue to my satisfaction ; I feel they are ignoring me! 

I started this request for assistance in XX/XX/XXXX. Macys Executive Credit Department  ( Ms. XXXX XXXX from Macys Executive office has been the one responding to you ). All she was doing was writing a letter with un-substantiated information. Then CFPB closes the case. The case is not resolved! Macys continues to insist that I owe them {$400.00} in my regular account but could not show me evidence as to why I owe them this amount. 

I am requesting assistance once again on two issues : 1. FIRST ISSUE -- The  {$400.00} bill in my account has not been resolved. Please note that I have paid a total of {$80.00} to date because I do not want to be slapped with late fees and interest. Because this amount is in DISPUTE, I should not be paying anything until the dispute is resolved ( this is NORMAL procedure with credit card companies ). However, Ms. XXXX XXXX advised me to continue paying the monthly required minimum ( I paid {$41.00} in XXXX statement and {$39.00} in XXXX statement ). I DO NOT WANT MACYS TO RUIN MY CREDIT! 

The letter that Macys sent you and me dated XX/XX/XXXXDID NOT ADDRESS MY CONCERN AT ALL!!! It was confusing and I am unable to trace and reconcile what Ms. XXXX is talking about. 

On XX/XX/XXXX, Ms. XXXX left me a voice mail stating that she will call me. I had already left her a voice mail a few days stating that I did not understand and did not agree with her letter of XX/XX/XXXX. That was the last time I heard from her. I called on XXXX XXXX and left a voice mail and advised that I want to settle this issue as soon as possible. Again on XXXX XXXX, I left another voice mail and this time, I was upset and stressed that she was ignoring me. NO RETURN CALL HAS BEEN RECEIVED TO DATE ( XX/XX/XXXX). It is very frustrating as my only way to contact her is through phone and she ( or any of her colleagues in this department do not have the customer courtesy to return calls I told Ms. XXXX in a long voice mail that I can not follow the letter she sent on XX/XX/XXXX. I was expecting to see a debit and credit where at the end, she can clearly show that I owe Macys money. She only provided me raw numbers and referenced statements. This is unacceptable as I can not reconcile her numbers! Macys has to prove to me, the customer that I owe the amount that suddenly appeared in my credit card statement. 

I do not believe I owe Macys the amount they insist that I owe. As the customer, I do not agree and I believe it is incumbent on them to prove to me why I owe them {$400.00} that suddenly appeared in my bill. 


2. SECOND ISSUE : I sent Ms. XXXX a letter last XX/XX/XXXX ( ATTACHED ). I requested that she explain to me what constitutes a special financing charge that is due for payment soon. We spoke on the phone about this and I advised her that I do not want a repeat of one special financing charge that is the root cause of all this mess. She told me that she will check on it and I HAVE NOT HEAR FROM HER SINCE! 

CFPB, please provide me assistance. Ms XXXX is just writing irrelevant information but not resolving my concern. She also told me that I should stop asking your organization for help because it makes her look bad before her bosses. It makes it appear that she is not resolving my concern. I told her that provided she continues to communicate with me and helps me resolve my issue, I will work with her. BUT, XXXX XXXX WAS THE LAST TIME SHE LEFT ME A VOICE MAIL AND HAD NEVER RETURNED MY CALL TO DATE! 

Your assistance is greatly appreciated.

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