Consumer complaint received 2017-05-18
Company: CITIBANK, N.A.
State: DE
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 purchased it ems on Macy 's  online on  XXXX . Some items were returned on  XXXX   XXXX  to the tune of {$50.00}. This was appropriately reflected on my credit card as a refund, because I had paid off the entire balance of the order on my credit card that very day. At first I asked that my payment be cancelled since I had paid too much. Was told that this was impossible, I would have to request for a " credit balance refund '' the following day. On  XXXX   XXXX , I asked that this refund be sent back to my checking account and was told that it will be deposited withi n 5 - 7  business days. I was asked to provide my bank account information on this call.  9 business days later (   XXXX   XXXX  ), there is no refund in my account. Separately, another item on the  XXXX   XXXX  order arrived on  XXXX   XXXX  and I returned on  XXXX   XXXX  for a total of {$14.00}. Receipt #  XXXX  was provided with a note that a Mail Tender was being issued, since I already had an existing credit refund request on my account and would receive this in the mail in  5  business days. On  XXXX   XXXX , I calle d Macys  's credit card again to ask about both refunds and was told that the {$50.00} had not been processed by the 1st representative and would take another  5 -  7 days to be processed into my account. Having already gone through this process before, I asked for a check to be mailed to my home address on file instead and was told I would receive this in  7 - 10 business days. About the {$14.00} however, they at first told me that this credit has not been posted to my account by the store and I would have to wait 1 - 2 billing cycles a.k.a 30 - 60 days for them to contact the store about posting the credit before they could process this. Even though I gave them all of the information requested about the item returned, the original receipt number and the refund receipt number as well. I out rightly refused to accept this decision and the representative that I spoke to eventually agreed after " consulting with his supervisor '' to process an adjustment on my account while they resolve the issue with the store. But I would have to call after two days to submit another credit   refund request for them to begin processing the {$14.00}. I will later get in the mail as a check in  7 - 10 business days after that call. Basically, I now have to   wait until  XXXX   XXXX  and  XXXX   XXXX  for refunds that were supposed to have already been received as of today  XXXX .  Rather than wait until these dates, I decided to submit my complaint so that Macys can officially be put on notice. All I know is that if I 'm late on a payment by just one day, there are hefty late fees to contend with. It is absolutely disgusting and horrifying that Macys should be allowed to keep my $ $ $ despite returning their falsely advertised online products back to the local store in a timely fashion. And appropriate documentation was provided to support the credit refund requests. Let me also add that I just received a mail from the credit card department and the 7 -10 business days timeline for the {$50.00} refund has now been revised to 17 days. I 'm beginning to think that Macys Credit  Card company is being fraudulent and has no plans of ever providing these refunds. Please look into them ASAP.

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