Consumer complaint received 2017-06-16
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Dear CFPB, My Grandmother applied for a credit card with Macys Department Store. She was approved and they sent her a American Express Macys Card. When it arrived on  XXXX 17, we called in and tried to get it verified and activated via the automated system. The store did n't allow to automatically verify the account and activate it so it forwarded me to a Representative in the Customer Service Department. I told that representative that I was my Grandmothers,   XXXX   XXXX   XXXX  , Durable Power of Attorney and how do I get it on the file so that I can call in for her on her behalf.
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The customer service representative said I can fax that in and gave me the number to fax it, (   XXXX   )  XXXX . I said thank you then she spoke with my Grandmother and verified her and said she would activate the card then she gave the phone back to me and I continued to talk to the representative to ask the interest rate and if I could be added as a authorized representative as well. She forwarded me to a Fraud Specialist and   XXXX   was her name.  XXXX  would not tell me anything and I repeatedly told her I was the power of attorney and what I wanted, the interest rate, the cash advance limit and to make sure they activated the card.
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  XXXX   treated me very badly and wounld n't listen to me and flagged the card and disabled online access so we could n't add my Grandmothers card to her online profile. It was flagged for Fraud which is unreal and just rude. We ended the conversation and I faxed in the Power of Attorney Document twice on  XXXX 2017. I then called back to verify it was received and I was told to wait 24 hours. I called back the next day  XXXX /2017 and tried to verify it was received. I was told that I have to wait 24-48 hours. I called back on   XXXX  /2017 to verify it was received and was told no. I then went to the local store where my Grandmother applied for the credit card and spoke to  XXXX  the Department Manager. She called into the customer service department because she said the fax number I was given that no one answered. So she got a different number from customer service (   XXXX   )  XXXX  ( I know this number does not look accurate but that is what it says on the cover sheet she gave me back as a confirmation page.
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  XXXX   told me to wait 24-48 hours so I waited until  XXXX /2017 and called into customer service and I was told that it had been received but would take 7-10 business days. I was outraged but today I called back again and was again sent the Fraud Department to speak to Fraud Specialist because a 3rd party is calling on behalf of the card member. I told them that I was the power of attorney and I sent them a legal document. She laughed and said ok anything else? You have to wait Sir, 7-10 business days. I asked can you a give me an exact date, she said no and was just very rude and treated me like a criminal as if I did something wrong. It is adding a Durable Power of Attorney is an offense. This scenario is precisely what these forms were intended to do. I am the Durable Power of Attorney for my Grandmother as she is elderly and can not handle her financial affairs. I take care of her financial affairs. This document allows me to do it legally. I do not understand why Macy 's will not honor this legal document. Please help.

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 non-monetary relief