Consumer complaint received 2024-08-01 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: TN

Complaint narrative:
I placed a significantly large order with Macys Inc. on XX/XX/2024. When two of the three shipments were delivered by XXXX they left them at the front door of the recipient and they were stolen. I immediately contacted Macys and advised them the two shipments were stolen and that a police report was filed. They proceeded to lie to me and state that the items were insured and that they filed a claim with XXXX and it was declined I then contacted XXXX  who provided proof that the packages were not insured at all. So there was no claim to be denied. 

I then filed a claim with the credit department with Macys and of course because they process their own claims they declined my disputes because the order was left at the door and subsequently stolen. 

Based on the FTC website I have federal laws that protect me from having to pay for What To Do if Youre Billed for Things You Never Got, or You Get Unordered Products Did you order something that didn't arrive? A company can't make you wait forever. If something didn't arrive or you didn't accept it, and the company won't refund your money, dispute the charges. And, if products show up that you never ordered? You dont have to pay for them. Federal laws protect you.items that were not received that information is below in this link. 

https : //consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products. 

Macys also indicated that its their company policy to not insure packages and when I asked for proof of this policy they advised me that they did not have to provide with the policy. 

They have violated my consumer protection rights by not offering a reshipment or a refund for the shipments that they indicated were insured and they in fact were not and I need help with this matter. 

I also disputed the charges within the first 60 days of non receipt. 

Disputing credit card billing errors The Fair Credit Billing Act treats certain credit card charges that you dispute as billing errors. Billing errors include charges for items that you didn't accept or that weren't delivered as agreed, involved the wrong amount, were unauthorized, and certain others. Disputes about the quality of the item are not billing errors. The law spells out how to challenge billing errors.

Disputing credit card billing errors within the 60-day dispute period By law, credit card billing errors must be disputed in writing within 60 days of the date that the first statement with the billing error is sent to you. Otherwise, you may get stuck with the bill. 

Send a dispute letter to your credit card issuer at the address listed for billing disputes, errors, or inquiries not the address for sending your payments. Look on your statement, online, or your credit card agreement to get the right address. Use this sample letter for disputing credit and debit card charges.

One thing to know : Some issuers let you dispute billing errors over the phone or online. However, to be sure that you get the full protection of the law, follow up with a letter. 

The credit card issuer must acknowledge your dispute in writing within 30 days of getting it, unless the problem has been resolved. The issuer must resolve the dispute within two billing cycles ( but not more than 90 days ) after getting your letter. 

You don't need to pay the disputed amount and related finance or other charges during the investigation. But you have to pay any part of the bill thats not in question. Learn more about disputing credit card charges.

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