Consumer complaint received 2016-12-19
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
This co. has the worst customer service both in store & via phone. They have done little to nothing to resolve the problems. I had a credit card with them XX/XX/XXXX. & closed it due to the fact they could n't figure out why I did n't get the card when they did n't list my address correctly & as I provided it in person & the store when I applied for it. The 2nd time I got another card this yr. I had the same issues! I never got the card because of address issues with their system not being able to take long street names. My address is what it is. Nothing I can do to change that! I finally got a new card after they closed the one I never got. Each time I 've gone into their stores it 's a struggle to find a register with a cashier at it. When I call their credit dept. by phone or try to place an order online it 's a struggle to get the right assistance. I 've had issues twice trying to place orders on their web site. The 1st time it just did n't take. I had to have someone take it by phone which I do n't like to do. She never tried to figure out what the problem was nor escalated it for help because I 'm sure she gets the commission on the sale. Too bad for her as all the merchandise was returned to the store. Then they never sent a pair of shoes or the post office sent them back claiming not to be able to deliver them when they 've delivered everything else to my mail box. Today I tried to place an order but that never went through because it 's not claiming it ca n't verify my billing address when they send me bills every month to my XXXX without fail. A credit person told me that he did n't know why it was n't taking, updated an address that they have on file which he says was missing my box #, then transferred me without telling me why or who he was transferring me to, which ended up being another order taker from the online dept. that I did n't ask to speak to. I asked him to get the problem fixed via tech support. I called 6 times including to the local store to get this one order placed yet no one could assist me with fixing the problem, they only wanted to assure that I 'd get more $ $ added to my bill! That 's not real customer service. Macy 's like many other retailers sends it 's customer service jobs overseas rather than employing Americans. If they employed Americans who speak good English then they would n't be getting reported to you now! Since they do n't & have repeatedly failed to provide me with the service I believe I 'm entitled to, then I have every intent to pay them off ( they 're lucky I threw away the tags to the purchases I recently made or I 'd return everything to clear my balance ), & close the account never to shop at or borrow from them again. I 've had all I can take from this horrible company that cares nothing about their customers. It 's all profit based concern for them which is why they 're continually losing money compared to other retailers. I see them going out of business come 2017. They will deserve it as they 've been poorly managed, hire people who are lazy or do n't speak English & never have enough help on their store floors. This is a huge problem with them that they refuse to acknowledge or rectify. As a consumer I do n't have to put up with it. I asked that they fix the address problems so that I could place my order myself on line but they declined to do it & failed to address it so I could place it myself. They never showed any interest in doing so. I 've bought the merchandise from another retailer who did n't complicate the process. I have a new PC with XXXX XXXX and use XXXX XXXX. So they ca n't say it 's a browser issue. An external browser would never tell me my billing address does n't match as they 'd never have that info. This is a Macy 's problem pure & simple that they refuse to fix. Their failure to assist is why I 'm filing this complaint in addition to the poor quality service levels.

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