Consumer complaint received 2017-04-21
Company: CITIBANK, N.A.
State: GA
Product: Credit card
Issue: Transaction issue

Complaint:
On   XXXX   XXXX   XXXX     I contacted  Macy 's to  inform them via email that I did not get order #  XXXX . I order fr om Macy 's on a  freqeunt basis but due to the need to request a price adjustment on this order I called  Macy 's customer  service number. The representative I spoke to had trouble with placing the order, even though I am  a Macy 's Charge Customer and  all of my information is in the system. The order was for only  one item a  pair of pants. This order should have been delivered to my house. I requested a refund. On   XXXX   XXXX   XXXX     I got an email fro m Macy 's stat ing that the package was delivered on   XXXX     at   XXXX  ,  XXXX , Ga and signed for by  XXXX . I live in  XXXX , Ga  XXXX  and have had numerou s Macy 's  item delivered to my house. The email stated that in order to get a refund I needed to return the item to a  Macy ' s st ore or use the Merchandise Return Label included with the shipment. That would be impossible, since I never got the pants that I ordered.   I call ed Macy 's and  requested the address for the delivery and a copy of the signature. I was told that the address was :  XXXX   XXXX   XXXX   XXXX   XXXX . I was speaking with an Off  Shore  Customer Service Representative. I informed the person that the address was the address of the  Macy 's s tore at   XXXX   XXXX  , not my home address. The representative said that she could send me the item again. I explained to her that I did not want the item. I wanted a refund. She did not seem to know what to do, so I requested a supervisor.   I then spoke to an O ff Shore super visor named  XXXX , and requested to speak with a  US Supervisor.  I did this because  XXXX  seemed to not understand the issue,.   The third representative was  XXXX  in North Carolina, She said goes by the name  XXXX . After explaining the entire situation, "  XXXX  stated that "  Macy 's w ould try to help me. '' I explained to her that this wa s Macy 's  error. That I was not asking for a favor to be done for me. I was requesting my rights as a consumer and a customer. I also gave her other order numbers to show her how frequently I have  Macy ' s send items to my home address.   I informed  XXXX  that I wanted the following :   1. I wanted my account credited and an email from Macy 's 2. I wanted an email from Macy 's that acknowledges that this was Macy 's error.
3. I wanted an apology.        XXXX  stated that she was unable to send me an email and that it needed to be done by upper level management. In case that there are problems in the future, I realize that it is important to have a paper record of this mistake.   I WAS NEVER given A VERBAL APOLOGY BY  XXXX  OR ANY OTHER REPRESENTATIVE. I HAD TO TELL  XXXX  THAT I WOULD HAVE FELT BETTER, IF  3 REPRESENTATIVES AGO A MACY ' REPRESENTATIVE HAD APOLOGIZED. At that point she did offer an apology.     XXXX  called me back and said that I should have gotten the email from  Macy. I i nformed her that I had not gotten any email from  Macy 's or any  kind of verification that my account had been credited. I shared with her that as a  Macy 's Customer for many y ears I was amazed at the lack of Customer Concern. I got no answer. Nev er one word of appreciation or respect about being a Macy 's C ustomer.   I informed  XXXX  that because I could not depend on  Macy 's to correct  this problem based on the way it had been handled I was going to file a formal complaint with the  Bureau of Consumer Protection,

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