Consumer complaint received 2022-06-25
Company: CITIBANK, N.A.
State: TX
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 failed to post refunds made in XXXX, although I received return reciept confirmation on email as well as online Macys account. I followed up multiple times ( every few weeks since XXXX ), was transferred thru multiple departments, but instead of resolving their internal warehousing issue ( accepted by them on the call ), they failed to report/post the refunds to the Amex card I had with them. The balance was grossly incorrect, very high, as I had returned all items except XXXX that I kept. For this reason, I was not comfortable to pay the incorrect balance due. Amex charged me interest on the wrong balance and multiple late fees, instead of resolving the refunds due. I was made to talk to multiple departments, including online payments, collections, credit services, and repeat my case details over and over again. None of the agents tried to resolve effectively and would transfer me over to the next agent frequently. Since XXXX I have had XXXX such calls, each over 90-120 minutes, at the cost of my work and family time and mental peace. Each time, they would take just one small step towards resolving. First time, they said they will refund in 14-21 days, they didn't. I followed up, they said they will manually enter the refund in the system and report it to Amex and remove the late fees and interest, and though they completed the refund, they failed to report to Amex and remove the unnecessary late fee and charges. Today, after following up, they removed the late fee and charges, and still looking into the incorrect calculations. After multiple rounds of conversation, they took my request to dispute the incorrect remaining balance. They said it will still take 1-2 billing cycles for the charges to drop off. This has affected my credit reporting, it has dropped around XXXX points from XXXX to XXXX over past couple of months. I have maintained a very high credit score by being diligient and timely in my payments and yet, because of an internal issue of Macys and lack of department coordination, my account was sent to collections, resulting in a huge drop in credit score. It is absolutely criminal of Macys and Amex to allow failure on their part to hurt my credit score, which I have worked so hard for 6 years to get it high and clean. I was denied a rewards credit card yesterday because of the negative remark on my credit report. I fear that my score will further slip if there is no proper investigation, and affect any future loans and credit lines I might need. 
I need Macys and Amex to resolve the matter quickly and I need justice over this deliberate mismanagement of my refunds and credit. I have spent over 8-10 hours speaking with them, time I could spend with my XXXX and my well being.

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