Consumer complaint received 2022-07-19
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 placed a curbside pickup order through XXXX for 4 dresses on XX/XX/2022. The order was sent to the wrong store. 
I contacted Macy 's by calling their customer service on XX/XX/2022 and was transferred to the store location where the package was sent ( XXXX XXXX, NV ). I spoke with Macy 's representative and relayed my problem. The representative said they would forward my package to the correct store location ( XXXX, NV ). I was told that the package was being sent to the correct store location ( XXXX, NV ) from the XXXX XXXX Macy 's representative through XXXX and would arrive the next day. 
I visited the XXXX store on XX/XX/2022 to pick up the package and the XXXX Macy 's had no record of my package and informed me that my package was already signed and picked up at the XXXX XXXX Macy 's on XX/XX/2022. I had never been to the XXXX XXXX Macy 's nor picked up my order. 
The XXXX Macy 's representative contacted Macy 's customer service and I was informed that Macy 's would process a refund on the missing items and that they ( Macy 's ) would contact me in 7 days regarding the refund. 
I called Macy 's customer service on XX/XX/2022 XXXX am and spoke to an associate XXXX regarding this issue as I didn't receive the refund or any correspondence regarding this issue. After explaining the issue He said that a refund would be issued as the package was considered missing. A refund was issued for only one item of the entire order/package On XX/XX/2022 ( See attached ). 
On XX/XX/2022 I called Macys XXXX. again and spoke with an associate about the continued problem. After explaining the situation she said that the refund could only be resolved by the XXXX XXXX Macys. The associate said that there should be a resolution by the following Monday and that she personally would give me a call with her supervisor to ensure that the situation was handled. Monday comes and no phone call so I call customer service again. 
This individual informed me that the XXXX XXXX Macys declined the refund of the missing package and that the only option available to me would be to make a fraudulent charge claim. Either macys committed fraud or their employees did because the only people to ever see my package was the XXXX XXXX macys employee who signed for and claimed to have shipped my package to the XXXX macys. 
I filed a fraudulent charge claim and received this email. ( see attachment ) On XX/XX/XXXX I called Macys customer service inquiring about the status of my claim and was told that there was nothing to report. As I didnt have any charges on my statement I assumed that the issue was being resolved. Fast forward to XXXX and I receive a statement that I have outstanding charges on the card. 
To sum up : Macys shipped an order to the wrong store Macys signed for me and picked up my order Macys claimed to ship my order to the correct store I received no package/order Macys customer service has dodged or deflected me for 3 months Macys has not cooperated with me nor communicated me

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