Consumer complaint received 2021-01-17
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:
Hello, This is a complaint to the response from the company ( Macy 's credit card ) to my initial complaint XXXX. 

I am extremely disappointed with the response from the company. They have abdicated all responsibility to resolve the matter and are not even looking at the information their own systems & processes provided to me as their customer. 

Their own website, to this day shows the returns to have happened. I attached a screenshot of this to my complaint, which they seem to ignore and cite their internal systems, which supposedly show a balance. I don't see this on their website and never have. 

Next, they acknowledge that the first agent who was supposed to file a dispute did not do so and my account continued to rack up fines because of this error on the agent 's part. Again, no responsibility taken by Macy 's as far as adjusting the balance & removing fines from my account as a result of their employee 's inaction. Instead, they say he/she will be reprimanded ... which does nothing for my account 's issue. They acknowledge that the second time I called, that agent opened a dispute. But, because the first agent did not take action, the second agent was too late in opening a dispute because the return in question was more than 6 months prior. So, they just decided to close the dispute of their own accord and again, continue to charge fines and not take any action to resolve the core issue here. 

Lastly, they ask for a return receipt. Once I validated that their own website shows the return, I discarded the receipt. I would ask that they review their OWN website and if they want additional proof, then security camera footage of me returning the items. It is not my responsibility to find flaws in their systems & processes ... it's their responsibility to not be fraudulent with their customers. 

Lastly, they claim to have sent paper statements showing the balance. I will attest that I had NOT received any paper statements that showed a balance until the XXXX timing when I first called their agent. I do acknowledge that I moved residences, so it could be an issue with USPS during my address change. However, I took action the first time I became aware of the issue and called the first agent, who did nothing. I want Macy 's to take responsibility for this error and right this wrong. I don't want to pay for goods that I do not have - that makes no sense to me. Take responsibility for your own litany of errors ( not transacting the return in some system that you care about, ignoring the website communication to your customer showing the return, the first agent not taking action per customer request, the dispute by the second agent being closed without research because it took too long to be initiated because of the first agent 's error ) ... my goodness. 

P.S. Sorry for the delay in response. I am an XXXX XXXX in XXXX county and you can imagine the state of affairs given the Covid surge. This fraudulent attempt by Macy 's is one additional thing I don't need to be spending time & mental energy on at this time. So I apologize it's taken me this long to respond. 

Thanks.

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