Consumer complaint received 2023-10-30
Company: CITIBANK, N.A.
State: NY
Product: Credit card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XXXX XXXX I was in the process of purchasing mens jeans for my husband. The cashier enticed me with an automatic discount of {$36.00} if I were to open a Macys store credit card on the spot. I accepted the offer. Unfortunately my husbands jeans did not fit and so I took them back to the store, with my husband that time, for an exchange for the correct size one week later. The cashier refused to do an exchange transaction and demanded that we do a return and then a separate purchase for the correct sized jeans. The opening discount that was granted to me appeared as a fee charged on my first statement. I called customer service department on XX/XX/XXXX and spoke with a representative, XXXX, who advised me there is nothing she could do. It is their store policy to renege on the discount and no exchange of merchandise allowed. I was not made aware of that at the time of purchase and I have yet to see that policy in writing. Nonetheless, after waiting 45 mins on the phone and being hung up on or disconnected, I felt I was forced to pay the fee of {$36.00} and so I did in a timely manner. 

On XX/XX/XXXX, after the purchase of the correct sized jeans, I was handed a paper coupon offering a Star Rewards discount of {$40.00} to use between that date and XX/XX/2023 online or in store eligible for any purchase of minimum {$50.00}. On a nearly weekly basis I received email reminders to use my {$40.00} discount before it expired. On one of the reminder emails I tapped on the button labeled shop now to use the discount. On XX/XX/XXXX, I bought a pair of girl shoes for our daughter, which totaled {$54.00}. The discount of {$40.00} was not applied to the transaction. On the same call to Macys on XX/XX/XXXX I explained the situation to XXXX to which she replied not to worry, the discount will appear in my next statement before I pay the bill. I received the statement and the discount was not applied. 

I have made several attempts to have this issue resolved by Macys, in which all have failed due to me being passed from one department to the next on extended wait time phone calls then eventually being hung up on or disconnected. The latest phone call was XX/XX/2023. I spoke with a total of 5 people. The last four being XXXX, proceeded by XXXX, proceeded by XXXX and finally a supervisor XXXX who said since the {$40.00} coupon expired there is nothing she can do but offer me another to use on another item. And that I have to pay the total amount of the bill including the now late fee incurred. I urged her to do something as this was not my error. I am willing to pay the {$14.00} but nothing else. She told me to hold on the line. After waiting 15 mins additional to what was already an hour call I was hung up on or disconnected. 

I truly have lost all faith in a company I used to use as my base for family clothing essentials. I should have never opened a credit with them. My credit has always been impeccable. I will not allow Macys pour business tactics to stain my rating.

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