Consumer complaint received 2024-09-26 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with convenience check
Company: CITIBANK, N.A.
State: NC

Complaint narrative:
Here is a copy of the long and arduous chat about this today : " Sent You said It does not take time. This isn't that days of the pony express! It is a business practice of purposeful delay. I will include that in my formal federal complaint. And I have no interest whatsoever in sitting on a phone call going through one menu after another just to have to explain all of the yet again. I am now going to copy this miserable and useless chat and send off my Consumer Complait. 
XXXX XXXX Business said You can contact them on : XXXX. ( XXXX days a week ET ) For TTY : Use XXXX or other XXXX Services. 
XXXX XXXX  Business said In this case, I would suggest you to contact our dedicated team on call. 
XXXX XXXX You said You have my account information and address. Everything you need is on my account. I do NOT give that information out in an untrusted situation like this. 
XXXX XXXX XXXX said I understand but the delivery takes time. 
XXXX XXXX  You said If I have to wait XXXX to 10 days, I want it in writing why that is the case. When I make a purchase I don't promise to pay in XXXX days. There is no legitimate business reason for this XXXX XXXX  Business said I do apologize but I will need this information to locate and verify your account. 
XXXX XXXX You said You don't need all that information and I am not going to believe it is secure. If I want to make a purchase I will do it on my own once the check is received. Or, perhaps I should just close my account. I don't want to chat about this any further. you and the previous person have been of no help whatsoever. 
XXXX XXXX  XXXX said The check gets delivered within XXXX business days. 
XXXX XXXX Business said Also, please verify me your full name. 
XXXX XXXX You said So send the check for the XXXX XXXX and please, not in XXXX or XXXX weeks. Today or tomorrow. There is no reason to delay it unless you have a policy that, again, holds onto the money you owe me. 
XXXX XXXX XXXX said Let me locate your account and provide you the best possible resolution. Please help me with your registered cell number, email address, and zip code, along with the last 4 digits of your SSN and date of birth. As a disclaimer, this information is kept secure and will not be stored in the system. 
XXXX XXXX XXXXXXXX said I thought that you wish to make the purchass. 
XXXX XXXX You said Yes, why didn't you offer that up front, or the previous person?? I have been on this chat for about XXXX minutes and it takes until I threaten a formal complaint for you to offer to send my money back to me in a check?? 
XXXX XXXX Business said If you wish I can send you refund of your credit balance through check. 
XXXX XXXX You said It's much more than an inconvenience, it's a scam. 
XXXX XXXX You said Hiding any information about how to apply the credit or get my money back is really underhanded. I will probably have to file a formal complaint with Consumer Protection in DC XXXX XXXX Business said I do apologize for the inconvenience. 
XXXX XXXX  You said It is absolutely misleading and intentionally obscure. Absolutely unacceptable. If that is the case, I will not be submitting orders in the future. The money you owe me back as a refund or credit balance application is delayed this way to stay in Macy 's account as long as possible. A very anti-customer practice for such a large and profitable company. 
XXXX XXXX XXXX said The amount will be auto adjusted with the credit balance when the statement will be generated. 
XXXX XXXX  Business said You just need to make the purchase normally with the credit card. 
XXXX XXXX XXXX said There is no need to apply it separately. 
XXXX XXXX You said So why, like every other credit card I have ever used, doesn't the purchase page show how to apply the credit or even tell me that will happen after I place the purchase??? 
XXXX XXXX  XXXX said The amount will adjusted with the credit balance itself. 
XXXX XXXX Business said If you a credit balance on your account, there is no separate method to apply credit balance. You just need to place order with t he Macy 's credit card normally. 
XXXX XXXX  XXXX said I have read your concern. 
XXXX XXXX  You said I am assuming you can tell me how to apply my credit balance to a current purchase? If, like the previous person, you have no idea what I am talking about, please tell me now XXXX XXXX  You said please read the above long and totally frustrating request XXXX PM Business said Welcome to Macy 's Live Chat! I'm happy to assist you today. XXXX I please have your first and last name? 
XXXX XXXX XXXX said Please stay connected with us. 
XXXX XXXX  XXXX said Thank you for confirmation. 
XXXX XXXX You said Yes!!! 
XXXX XXXX  XXXX said No problem. Our credit is also available on chat. Shall I proceed to transfer? 
XXXX XXXX  You said Ugh! I have just wasted nearly a half hour going in circles with you! Clearly you never even understood what I was talking about this entire time. DO NOT say you can help when you have no idea what to do! Very, very bad service. 
XXXX XXXX  XXXX said XXXX, I'd love to help you with this concern but we actually have a dedicated credit team to handle this type of inquiry and the number is XXXX. They can only help you with the same. 
XXXX XXXX  You said Statement Balance : - {$28.00} Minimum Payment Due : {$0.00} Payment Due Date : XX/XX/year> make a payment Enroll in XXXX Other Ways to Pay statements & recent activity Current Balance : - {$66.00} Available Credit : {$10000.00} XXXX XXXX You said Here is a copy of the statement XXXX XXXX Business said Thank you for confirmation. 
XXXX XXXX You said I just said, again, I was never sent any email or gift card or notice that I had a credit balance. I wouldn't even have known about the credit until I looked up my statement. This is nuts! 
XXXX XXXX XXXX said Could you please share the screenshot of the email? 
XXXX XXXX  You said No gift card, no note, nothing on my account that tells me how to get the money back XXXX XXXX  You said My statement shows I overpaid and have a balance due to me. But if I can't use it on a purchase, so you intend to just keep the money?? 
XXXX XXXX  XXXX said XXXX to confirm, did you receive any rewards, gift card from our end? 
XXXX XXXX You said Then how could I do a charge and also apply a gift card? That makes no sense XXXX XXXX  XXXX said XXXX to confirm, did you receive any rewards, gift card from our end? 
XXXX XXXX  Business said However, we can only apply XXXX payment method on the purchase. 
XXXX XXXX  You said If I can't use my credit balance for a purchase, how do I get that money back? 
XXXX XXXX  XXXX said XXXX, I really apologize for this miscommunication. 
XXXX XXXX  You said Did you even read my inquiry? 
XXXX XXXX XXXX said XXXX, you need to pay {$68.00} which is your order total. 
XXXX XXXX  You said What?!!! after all this time and back and forth you can't even do it??? Why, then, did you say you could place the order? What a terrible waste of time! 
XXXX XXXX  XXXX said And also there is no rewards into your account. 
XXXX XXXX  Business said You are unable to use XXXX different card. 
XXXX XXXX  XXXX said XXXX, I'd like to inform you that you can use only XXXX payment mode for the purchase. 
XXXX XXXX  You said No! the whole reason I started this chat was to use the credit balance on my card to pay for this purchase because I couldn't see how to do that my self online XXXX PM Business said Just to confirm, you have any gift card? 
XXXX XXXX  You said so the charge should be {$2.00} XXXX XXXX  You said Current Balance : - {$66.00} XXXX XXXX  Business said Yes, sure. Take your time XXXX. 
XXXX XXXX  You said HOld on and I will tell you exactly that amount XXXX XXXX  You said NO, I mean the credit balance on my card XXXX XXXX  Business said Your order total is {$68.00}. You only have to pay {$68.00} XXXX XXXX  You said OK, so what is the total charge after applying my credit? 
XXXX XXXX  Business said Merchandise Total {$64.00} Actual Shipping {$0.00} Small Ticket {$0.00} Actual Taxes {$4.00} Fees {$0.00} Order Total {$68.00} XXXX XXXX  Business said Yes, its removed. 
XXXX XXXX  You said shipping is free XXXX PM Business said Here ' the total order summary after applying the VIP discount XXXX XXXX XXXX XXXX said Merchandise Total {$64.00} Actual Shipping {$10.00} Actual Taxes {$5.00} Fees {$0.00} Order Total {$80.00} XXXX XXXX  You said You didn't take off XXXX the VIP discount XXXX XXXX  Business said Shall I proceed further for place the order? 
XXXX XXXX  Business said Here 's your order total summary : Merchandise Total {$91.00} Actual Shipping {$0.00} Actual Taxes {$6.00} Fees {$0.00} Order Total {$98.00} XXXX XXXX Business said Thank you for the confirmation. 
XXXX XXXX  You said yes XXXX XXXX  Business said XXXX I confirm if the billing address is the same as the shipping address? If it is not, please provide the name, address, phone number, and email for billing purposes. 
XXXX XXXX  XXXX said Thank you for the details XXXX. 
XXXX XXXX  You said XXXX XXXX XXXX  You said XXXX XXXX XXXX  You said XXXX Redwing Circle XXXX XXXX, NC XXXX XXXX PM You said XXXX XXXX XXXX XXXX  Business said Could you please provide me with the name, address, phone number, and email to which you would like this order shipped? 
XXXX XXXX  You said ok XXXX PM XXXX said No worries. Let me place the order for you. 
XXXX XXXX  XXXX said Thank you for the confirmation. 
XXXX XXXX  You said yes XXXX XXXX  XXXX said XXXX to confirm, do you want to place the order from Macy 's credit card? 
XXXX XXXX  You said ok XXXX XXXX  Business said I can understand your concern regarding credit card. Rest assured, we'll look into this right away and make it right for you. 
XXXX XXXX  XXXX said XXXX. Welcome to Macy 's! I'm XXXX. Let me quickly review the bot chat above to better assist you and quickly resolve the query for you. 
XXXX XXXX  XXXX said I am trying to purchase XXXX sweaters in my bag and want to apply my current credit. How do I do that? 
XXXX XXXX  XXXX said Please note : Minimizing this chat window will end the chat if youre on a mobile device. 
XXXX XXXX  XXXX said Thank you for chatting with us. Our hours are XXXX XXXX XXXX  ( Holiday exceptions XXXX apply ). If you are chatting with us within these hours, we will be with you shortly. 
XXXX XXXX  This is the beginning of your conversation with us. 
Typing in progress '' Then the chat was ended before I could reply any further.

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