Consumer complaint received 2016-07-21
Company: CITIBANK, N.A.
State: PA
Product: Credit card
Issue: Billing disputes

Complaint:
I purchased a mattress at Macy 's for {$1100.00} on XXXX XXXX, XXXX. I returned the mattress and was due a credit of {$910.00} because of the restocking fee. On XXXX XXXX, XXXX, I received an email that my credit had been issued in the amount of {$910.00}, but yet it did not appear online or on my monthly statement. I called to ask about why my credit had not yet appeared online or on my statement and was told this could take up to 3 months to appear. When I received my statement with the closing date of XXXX XXXX, XXXX, I was in complete surprise to see that the credit I had made numerous phone calls about in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX had not yet been applied to my account. However, a charge in the amount of {$910.00} was now showing on XXXX XXXX, XXXX for a purchase at the XXXX XXXX store, which is 2 hours from my home, and therefore my credit card statement had almost doubled. I did not authorize a charge in this amount on XXXX XXXX, XXXX. I assumed this was a mistake and that some how the credit I was supposed to have received had been charged by accident. I then started making several calls to Macy and explained these circumstances over and over and no one was able to help me. Finally, after having spoken to XXXX+ people from Macy 's furniture, Macy 's credit, and Macy 's customer service, and getting bounced back and forth with no one able to do anything to fix my account, I submitted a claim online to dispute a charge and submitted the paperwork on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, I then received a credit to my account for {$910.00}. However, this did not fix the problem that I was in fact billed on XXXX XXXX, XXXX the {$910.00}. The fact remains that someone charged my account {$910.00} on XXXX XXXX, XXXX without my authorization for merchandise that I do not have. I have been calling Macy 's and spoken to their fraud, credit, furniture, and customer service departments and have gotten no where. I get passed back and forth between these departments and no one can resolve this issue and they all point fingers at each other. At this point in time, my balance has been accumulating interest and late fees, which I refuse to pay. Macy 's is destroying my credit score and I do n't know how to escalate this higher within their organization. I have copies of the paperwork and emails that I can provide as backup to you if needed. Please help me in resolving this issue. It will be a year next month since the original purchase and I am so upset about what they are doing to my credit because no one that I speak to ( including managers ) have any authority to do anything. Today I received a letter in the mail that says that Macy 's believed they have resolved my issue by issuing the credit in XXXX XXXX, but they still have not acknowledged that I was in fact double charged. Please let me know what recourse I have against them. Do I need to get a lawyer at this point? Thank you.

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