Consumer complaint received 2024-06-12
Product: Prepaid card — Gift card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: CITIBANK, N.A. (MN)

I had 2 Macy 's gift cards ( issued by Macy 's XXXX XXXX XXXX. ) Which totaled {$320.00} ( {$200.00} + {$120.00} ). I attempted to use both cards on an order from macys.com on XX/XX/year>. However, during the checkout process I received an error message saying my order could not be completed. I started the order process over and when I tried to apply the gift cards to the purchase amount, I received a message saying the card balances were both {$0.00}. I tried a few more times but was unsuccessful. From my end this was a failed transaction and I received no communication from Macy 's about an order. I tried to use the cards again on XX/XX/year>, but the balance was still {$0.00}. At this point I called customer service to inquire why the balance was {$0.00} and was told my order was cancelled and would have to wait 3-5 business days for the credit to be processed. I insisted that my order was never placed and said there is no order # in my account history. I was eventually provided an order number, after asking multiple times, and told to wait 3-5 days. I tried to escalate the issue on the call but was told since it was a 3rd party card and not a Macy 's gift card I would have to contact my bank to get a credit sooner. During the call, which lasted 22 minutes, I was transferred multiple times to different departments. After the call, I was able to confirm that the cards were issued by Macy 's and was not a 3rd party card. I was able to search for and find the cancelled order # I was provided, by checking the order status page of the website. The order in question had an order date of XXXX and a cancel date of XX/XX/year>. This confirmed my claim that it was a system glitch and an order was never placed. I waited until XX/XX/year> to contact customer service again after 3-5 business days had passed and the balance was still {$0.00}. During this call I was told the time frame was actually 7-10 days and would need to wait longer for the credit. When I asked to escalate this issue, I was again told that there was nothing more they could do since this was a 3rd party card. I told them it was issued by Macy 's XXXX XXXX XXXX and wanted to be transferred to someone that could help. The next department collected my information and said there was nothing they could do because my order # was never completed and I'd have to talk to the ordering department. I said I'd already spoken with them and they transferred me to card services. At this point I was transferred to the consumer protection department and was offered an accommodation to have a new gift card mailed to me in 7-10 days. I asked why they couldn't credit the original accounts to use immediately and was told they'd have to go to the back office team for that and it would take 30-45 days. I asked what their consumer terms and conditions said about how long it should take to process a credit and they didn't know and that my only options were 30-45 days for a credit to the original account or wait for new cards to be mailed. This 2nd call lasted 41 minutes. I accepted the accommodation for new cards as I felt I had no other options, but am unhappy that I had to spend over an hour on the phone while being told multiple different things, some of which were untrue. If I receive the new cards as promised, it will be nearly 3 weeks to receive the funds I needed. Meanwhile, I've already had to use a credit card to make the intended purchase ( from another retailer ), since I can't wait any longer for my purchase. I no longer have a use for the {$320.00} Macy 's cards I will receive and have no way to return them for cash. If I was not willing to invest so much time to receive the credit I am concerned it may not have ever happened as there appears to be a serious flaw in their processes. If the $ amount were smaller I would have given up, which may have happened to others.