Consumer complaint received 2023-12-22
Company: CITIBANK, N.A.
State: GA
Product: Credit 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:
On XX/XX/XXXX, I made online purchase of two items in the amount of {$620.00} from Macy 's, with same day delivery. The amount was charged to my Macy 's credit card. One of the items was not delivered ( {$150.00} ). I contacted Macy 's same day, initially I was told item will be reshipped and I will receive it in 2 days. This did not happen. I also did not receive an email confirmation of the communication I had, nor shipment information which I was told I am to receive in 24-48 hours. I contacted the store again after not receiving the communications I was told I will receive via email, or the item, and requested refund at this point, I did not believe I will ever receive the item. In fact this continued to occurred. Each time I was asked to explain what happened as I have never contacted them before. Each time I was told I will be receiving an email in 24-48 hours and refund is processed within 3-5 business days after that. I never receive any communication, call or emails to inform me of how this is being handled. On XX/XX/XXXX, since my statement on my credit card did include the charge, and at this point I was concerned that this have not been handled appropriately on the store side, I contacted the actual credit card services. I explained the situation and I requested they process this on their end since I have a charge on the credit line, for an item I never received. In my understanding, the representative processed my dispute, told me I will receive an email confirmation and once again once this is processed I will receive credit to my account in 3-5 days. 
Today, XX/XX/2023, I called to follow up with the credit card services since once again no communication was received on my end. I asked to speak with a supervisor since the representative told me I do not have existing disputes on my account! A supervisor came on the phone, asked some information and told me to hold while she reaches to online department. I was then all of a sudden transferred to the store department ( the one I tried to resolve with initially ) without notification. Again I had to explain my issue, and I was told that there were multiple claims on my account ( which I was not aware of since I have not received no communication on this to notify of such being created ) and that they have been denied. I asked what is the reason for that and why I am not aware. I was told because of multiple claims. No respond was provided on why I was not made aware of this decision. I was told that the representative can open a new case and request secondary store review. I asked about the charge on my credit card, and was transferred back to the credit card services upon my request. I requested a dispute to be initiated for the finance charge on my credit card account since this amount is included in my statement balance ( including relevant interest ), and I do not believe that the store is processing this appropriately. The representative tried telling me the store needs to research this. I argued I have the right to dispute this amount and have provisional credit to my account while investigation take place. I was told this is to take " long time ''. I insisted on opening dispute ( Case ID XXXX was provided as I verbally requested on the call ). I was then told this will take 60 days, and when I asked if the amount is to be removed from my statement balance while investigation takes place, I was told NO, and that this will happen after the investigation, if I guess investigation rules in my favor. 
This have been very unpleasant experience. Complete lack of communication, and definitely not good customer service. At no point I was made aware ( while calling ) or received communication ( via email as told ) of multiple cases being created, or that I have one already- so that I could have not created more ; or of the case decisions made. No provisional credit is to be provided on my account, according to the credit card services, and at this point I am questioning the validity and appropriateness of the case investigation that is/ have been taking place. My cases on the store side that I found out exited today were denied because of having multiple cases?! What kind of investigation is this!

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