Consumer complaint received 2019-11-22
Company: CITIBANK, N.A.
State: NV
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:
I have spent the last five months trying to dispute a charge on a Macy 's credit card that I closed. Macys claims that I have a credit card balance of {$660.00}, which includes interest and late fees. These charges are fraudulent because I paid for the items upon which the charges are based in-store on XX/XX/2019. Despite the fact that I provided Macys proof of payment for these items, Macys refused to clear the credit charges, initiated harassing collection activities, and submitted derogatory reports to the three credit reporting agencies. 

I have been trying to resolve this matter with Macys since XX/XX/2019. Macys call records reflects hours upon hours of discussions where I try to explain to Macys representatives that I paid for the items charged to the credit account. Most recently. on XXXX XXXX, I spent over four hours speaking on the phone with various agents at Macys to settle this matter. The agents confirmed that their records show that I purchased XXXX and flatware from Macys in XXXX, Nevada on XX/XX/2019. On XX/XX/2019, I paid for these items directly at the Macys store at the XXXX XXXX XXXX in XXXX XXXX, Nevada. At that time, the Macys cashier effectuated the transaction by returning the items and initiating a new in-store purchase. Macys ' collections agents confirmed to me that the account statements reflect the return of the disputed items on XX/XX/XXXX, but Macys did not credit my account so the purchase amounts remain outstanding. I provided Macys with proof of my in-store payment on XX/XX/XXXX but Macys has not resolved the charges. The account is now closed but it remains in collection status and my credit score has been adversely impacted. There are miles of notations on this account and Macys records contain the information necessary to verify the disposition of the amounts in controversy. Despite all this, Macys refuses to resolve the charges and it has caused me real harm. 

To put this in the proper context, my mother died on XX/XX/2019. I am trying to refinance her house in order to keep the property within my family. I have been advised that the derogatory report submitted by Macys with respect this account has significantly reduced my credit score and created an impediment to the refinance. To reiterate, the items in dispute have been fully paid. The outstanding charges on the account are entirely fraudulent and a product of Macys ' ineptitude and lack of internal controls. Macys itself has all of the information necessary to verify the disposition of the charges, but it continuously fails to do so thereby causing harm to me. I should not have to suffer for Macys ' inability to reconcile charges in its in-store credit card system. Their controls were entirely inadequate to prevent harassment and harm to me even though I paid for their merchandise in a timely manner and in good faith. Moreover, Macys failure to resolve the billing dispute despite my numerous repeated efforts to provide explanations and information simply reflect the company 's bad faith and fraudulent and abusive practices.

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