Consumer complaint received 2025-04-23 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: FL

Complaint narrative:
I am a long time, platinum level customer of XXXX since XXXX. On XX/XX/XXXX, I decided to take advantage of their Valentines Day sales to purchase 5 items : a set of pans, 2 pair of gold earrings, a gold bracelet, and a gold chain. These items were shipped in 3 different packages. The first package artived on XX/XX/XXXX. The box was delivered crushed with a hole and nothing inside except for the packing slip. There was no signature required for the delivery, even though this package was supposed to have the bracelet and necklace. When I arrived at home and saw the box, I immediately took photos and contacted XXXX to let them know that the two items were missing. I was led to believe that they were going to file a dispute and either take care of it and ship me replacements or give me a credit back of {$2300.00}, which is the total for those two items. On XX/XX/XXXX, I received the two earrings, again no signature required on the delivery but this time the items were in an undamaged box. On XX/XX/XXXX, I received the pans. Why would Macys not be more careful and diligent by requiring signature upon delivery to protect themselves and their customers when expensive items are involved? 

I received a letter from XXXX in XXXX telling me that I was responsible for the diputed items/amount. Again, I called them and filed a second dispute. I submitted my photos and explained the fact that the box was delivered crushed with no merchandise inside because it had a hole on the side. A few months later, they sent me a letter declining my dispute. 

I did this a third time, but they told me they were no longer accepting my disputes. I went ahead with payment for the items I received, but refused to pay for the items I never got. I also wrote a letter to Citibank who provides this service to XXXX but never received a response, even though I also have a Citi credit card. It has now been over a year. They are charging me interest for those two undelivered items, and impacting my credit score which was as high as XXXX before this. 

I spoke to the collections agent from Citibank who transferred me back to XXXX. Their customer service department is outsourced and no one knew how to help me because I am not a standard use case. I asked ro speak to someone in the US but was told that is not possible. So, they have opened a dispute case again. I have a feeling I will receive the same result. 

It is a real disappointment and quite frankly shameful to not be able to get this resolved after having a XXXX account for 30 years and never once having missed a payment or had any issues whatsoever. They have closed my account, which is fine with me because I will never shop there again. I am more than willing to sacrifice my credit score because they are committing fraud trying to extort me and threaten me to pay for merchandise I never received. I am sure {$2300.00} means nothing to them, but it does to me. I hope others can benefit from my story.

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