Consumer complaint received 2026-01-24 00:00:00
Product: Credit card — General-purpose credit card or charge 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: NY

Complaint narrative:
My name is XXXX XXXX and right before XXXX I signed up for the Macy 's American Express credit card and with it placed an order for the very first time for two rather expensive items by XXXX. A hair curler and hair straightener. I ordered other packages for Macy 's as well and even prior to them delivering by inform them that the packages were being delivered to the wrong address in my apartment building. All of the packages I ordered with the exception of one were delivered to the wrong address which I explained to Macy 's. Many of my orders were brought over by my neighbors however these particular items were not in any of those boxes. They kept delivering them all the way on the other side of the apartment building. Many of them were being brought to us opened which is in one of the attached photos. The only order that made it to my apartment is this tracking number : ( XXXX ups ). I tried to explain this to the representatives I spoke with on several occasions. I opened up a dispute naturally especially given the amount. They then sent me a letter basically saying that they did an investigation regarding the Macy 's XXXX XXXX account and in reviewing the account they found that the merchandise was delivered to the address that we requested and then they sent a picture of the packages at the wrong address. Kind of comical actually because when I spoke to Representatives on several occasions we went over several of the tracking numbers and then I provided the tracking number above that actually made it to my location and explained that only one item of all the items I ordered had been delivered to the right place and that if you can see a porch in the picture then it's definitely not my address because I don't have a porch. So even after explaining this and showing them the pictures of the package is being delivered to the wrong address and in the picture you can even see some of the packages are opened on top of not delivering them to the right location but they still sent me this same exact picture and said that more or less I'm screwed out of my money and I will still be charged for items that I did not receive at all. These were intended gifts for my mother and my niece and actually I purchased one of the same items that I attempted to purchase from Macy 's again for my mother but had to get something else for my niece. Once again I did not receive the two items in the attached receipt that I received from billing adjustment department at Macy 's and I'm being treated as though I'm lying yet the very picture they're sending is proof is not my address/location. So essentially they're just steam rolling over me and I fear that they will reinstate these charges and drop the dispute even though their own evidence shows otherwise because they'll just keep calling that my address/ location regardless of how many times I continue to tell them that they're bringing them to the wrong location and my neighbors are actually having to bring over several packages to my address.This particular card is handled through Citibank na but it still seems like Macy 's billing adjustment Department is handling the matter and doing so rather poorly but I'm assuming I need to file a dispute with Citibank na given the circumstances.

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 monetary relief