Consumer complaint received 2020-06-11
Company: CITIBANK, N.A.
State: CA
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 just submitted a complaint against American Express Macy 's Credit Card, which is Department Stores National Bank. The previous Complaint did not address any of my concerns, and a new issue has come up as of last night. I am hereby filing a new and supplemental complaint against American Express Macy 's Credit Card, which is Department Stores National Bank. 

Curious how Macy 's seems to be affected by Covid only when it comes to responding to their client 's concerns, but have no problem selling their retail. And they show little regard to their customers of almost forty ( 40 ) years, as in my case. 

I am a XXXX XXXX in XXXX XXXX, and I have been addressing consumer grievances for many years. Covid has not kept me from continuing to assist the good people of California as they need a consumer agency which is there for them. 

Their response from their employee, XXXX XXXX Macy 's Executive Office XXXX Extension XXXX was a non-response. In fact, it was hurtful by how non-humane her response was. 

Her response was limited to a spreadsheet of the credits made. I did not ask for, nor did I need a recap of what has and has not been credited by Macy 's. I have access to online activity. Recapping the online activity which I have access to, did not address any of my concerns and did not offer any solutions. 

Asking me to call another Department ( the Executive Office for Macys.com order department for further assistance who can be reached by calling XXXX ), was discourteous and dismissive, and appeared was a boiler-plate response. 

If she needed more information on the items returned, adjustments requested and dirty underwear   delivered to me by them, Macy 's has multiple emails from me regarding these various issues which she has access to, As with anything else pertaining to my account. 

Ms. XXXX not only did not address the issues, she did not even at minimum, forward my grievance to the Executive Office, to have THEM address my concerns with courtesy, and have them resolve my issues. 

Regarding the new health risk issue which occurred yesterday. Macy 's delivered a set of earphones which had also been previously sold as new ( as with previous items noted by me, but not addressed by Ms. XXXX ). The earphone package had been opened, used and re-packaged, delivered incomplete and sold as new. The earphone is equipment which is placed in a human ear. This time, Macy 's outdid itself. A pair of earphones trumps used underwear. 

Hence, my issues remain unresolved. I still have not received credit for previously returned items, and one of those items includes a XXXX  watch for {$120.00}, I was credited {$10.00} for an item which I paid {$53.00}, are only a few examples of what I have written directly to Macy 's about. 

I also have not received price adjustments which have been requested several times. 

But what is worse, Macy 's has not addressed the used underwear issue and now, they are sending used earphones to their clients, such as the ones delivered to me yesterday. 

CFPB, do I need to report Macy 's to the CDC? To the Department of Labor, to the State Attorney, the FTC? 

Help us please. Which agency regulates their behavior during Covid and their irresponsible acts, such as delivering used underwear and used earphones to their clients. 

What exactly is Macy 's obligation not only to you, as a Federal Consumer Protection Agency Regulator, in addressing complaints, but also to me, the consumer? Because they did not address my concerns. And seem completely unaffected by your involvement.

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