Consumer complaint received 2024-07-29 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: GA

Complaint narrative:
Order # XXXX Placed on : XXXX. XXXX, 2024 On XX/XX/XXXX, XXXX with UPS Surepost Wednesday, XX/XX/year> XXXX Shipper created a label, UPS has not received the package yet. 
, Tracking # XXXX Wednesday, XX/XX/year> XXXX. 
The above information is from my Macy 's account. I placed this order on XX/XX/year> and it was never sent to me. I have called Macy 's 4 times to request that my account be credited for the amount of {$64.00}. This is the cost of a XXXX XXXX XXXX XXXX that was never shipped to me.. I have spoken to XXXX different people. I feel that I am also being discriminated against, because I am a senior citizen. It seems that Macy 's feels comfortable providing me information that is not correct, including not addressing me by my correct name. Each time I have had to correct Macy 's. Also, I was constantly referred to by the name XXXX, my name is XXXX. When I corrected the agent, she stated that her last customer was XXXX and she got confused. This was during my conversation that started at XXXX XXXX  on XX/XX/year>. 

The amount has not been refunded to my account. That is why I am reaching out to you for help. I want the XXXX returned to my account for a dress that I have never received, Before I filed this complaint, I attempted to work out this issue with Macy 's. 

XXXX. During my first call, which was on Wednesday XX/XX/XXXX, at XXXX XXXX  and lasted XXXX mins and XXXX seconds. I was informed that I I would get a refund with in 3 days and an email that verifies that the refund was XXXX I did not get an email on a refund, XXXX. I called on XX/XX/year>, and during this called I spoke to XXXX different people, because I was transferred from person to person. I was told that XXXX ' would have to reach out to the vendor from which I ordered the dress. There was no other vendor, I corrected the agent and stated that the dress was directly from XXXX. The representative then said I was right. She was looking at the wrong dress. 
XXXX. On XX/XX/year>, I was told that the order was on its way. You will notice that the order has never been provided to XXXX. When I told Macy 's that, then they admitted that was true. They were looking at the incorrect information. 
XXXX. On XX/XX/XXXX, during my call the agent kept calling me XXXX. I had to ask her to give me the respect of calling me by my correct name. The agent then said, she had talked to someone named XXXX before and she was confused. 
XXXX. On XX/XX/year>, I was then told that I would need to wait until XX/XX/year> and then XXXX to 5 days after that I would get a refund. 
I had to call Macy 's twice on the XXXX of XXXX. The first call was at XXXX and took XXXX mins and XXXX seconds. 
The second call was XXXX and told XXXX minutes and XXXX second. I had to call twice because during the first call I was disconnected, According to Macy 's these calls were recorded. I live in the Eastern time zone. XXXX disconnected also happened on my call on XX/XX/XXXX. I think that this is a strategy used by Macy 's or they have an exceptionally unreliable phone company The number I called was XXXX Based on the way that this has been handled, I have no confidence that Macy 's will correct this issue. 

My request is not unreasonable. I want a full credit to be refunded to my credit card for an item I ordered and never got from Macy 's. No interest should be charged.

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