Consumer complaint received 2024-12-28 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: ID

Complaint narrative:
On XX/XX/XXXX2024, I realized that I had accidentally made an electronic bill payment to Macy 's credit card in the amount of {$5100.00}. I had intended for the payment to be {$50.00}. I called XXXX ( my banking company ) and it was during closing hours, so I was not able to speak with anybody. I called Macy 's - the number on the back of my card- but ran into the same situation with nobody being able to help me. 

On XX/XX/XXXX2024, I called Macy 's as soon as they opened to let them know I had accidentally made an overpayment and would they please refund my payment. I called the number on the back of my Macy 's card ( XXXX ). 

When the phone was answered, it was a strange auto message and talked about being eligible for a prepaid Macy 's gift card ( I don't remember the amount ). This seemed unusual as when I have called Macy 's before, they've never had anything like that. A man came on the line and he already had all of my Macy 's account and address. I told him what happened and he asked for my routing and checking number to they could reimburse me. I said I wasn't comfortable providing that information and pressed him for why he needed it. He asked me for the info several more times and was agitated with me. I said I just wanted them to mail me a check. He pressed me again for the bank info. I asked to speak to a manager to have them explain why they needed the information. The man immediately hung up on me. 

I looked at my phone call history, and I had called the Macy 's number, I did not dial an incorrect number. The man on the line definitely had all of my information though. He even called me by my complete name. I did NOT give him my routing and checking number at any point. 

I redialed the number on the back of my card again and this time it went to the usual Macy 's helpline. When I was finally able to speak with a rep and told them what had happened, they didn't seem concerned. I then proceeded to tell them what happened. After quite some time on the line, the rep told me that they could refund me the {$5100.00}. She asked for my routing and checking account number so they could do an electronic refund. I asked why she would need that info since my payment waws sent to them electronically. She explained that they could receive payments electronically but could not reverse them once they had cleared so they had to get my routing and checking number for a quicker refund. I said I wasn't comfortable doing that since the call right before her was asking for the same information and he was not legitimate.

The Macy 's rep then said that she would send me a text number to my number on file and I could read her back the security code for verification purposes. I did that since I did not have to give her my number. I read it back to her to confirm. I then gave her my routing and checking number ( the idea of waiting for a check in the mail was far too long and I wouldn't have been able to cover my bills ). She said I would see the reversed charge within 3-5 business days. 

The Macy 's rep advised that I file a dispute with XXXX so that a case could be opened at XXXX to protect me. I filed two different dispute 's with XXXX. I filed a dispute with XXXX on XX/XX/XXXX with they reviewed and closed on XX/XX/XXXX stating " Closed-Not A Dispute. '' I then filed an additional dispute with XXXX on XX/XX/XXXX which they also closed stating the same thing - " Closed-Not A Dispute. '' The following week I called Macy 's again as I still had not received the credit. The rep who answered, who spoke with a heavy accent, seemed confused by it all and said that there wasn't anything noted in my account about what I had previously called about. After long enough she said that she did find something and it said it had to be reviewed by a different department in Macy 's, but that she w

ould start a claim. She then asked for my routing and checking number which was frustrating since I had previously given it to them. She gave multiple stories and at one point said " oh I do see your routing number but it didn't save your checking number. '' I told her to just mail the check as I wouldn't be providing the information again. She said if I didn't give her the information then it would take up to 30 days for a check to be refunded. I immediately asked for a supervisor and she said it would take awhile but she could help me. I told her I wanted a manager. I really could not understand a lot of what she was telling me due to the language barrier and accent. There was also a lot of background noise that made it hard to hear as well. She finally said she could transfer but before she transferred me she said she misread my account and that it could take up to 55 days for a refund to be issued. The manager finally got on the line and said she was up to date on the situation and that she had a case started and they would get me repaid right away if I would give them my routing and checking numbers. I advised her that I would NOT be providing that information again. She said okay, but it would take 7-10 business days for a refund to be issued by mail if I wouldn't give her my routing and checking number again. I told her that was fine and to please send the check. I actually received the check 3 days later. I was surprised that it had arrived so quickly. There was one letter from " Macy 's '' that said a refund check would be sent under separate cover and that I would receive the check within 7-10 business days. The check actually arrived the same day under separate cover. The check was issued by Citibank , N.A . The address on the check is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. There is also an additional notation that says " Citibank , N.A . ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. '' The routing number is XXXX ( I realize now that it is XXXX numbers should only be XXXX ), the checking number is XXXX, the check number on the right hand side bottom is XXXX. In the upper right hand corner, the check number is listed as XXXX- which I now realize is the same as the " routing number ''. There was no phone number on the check. Nor was there a logo.

It should be noted that the original letter had the last four digits of my account noted correctly. On the check that arrived, the document had a different account number. I did not realize this until today XX/XX/XXXX ). 

On XX/XX/XXXX when the check arrived, my spouse and I discussed if we thought the check was legitimate or not since it had arrived so quickly. It seemed weird. We hesitated depositing the check, but since we had a negative balance in our account and had borrowed money from family to make ends meet while we waited for the {$5100.00} refund, we decided to go ahead and deposit it. Since XXXX verifies checks that are deposited through the app, we assumed they would notify us if there was a problem.

They did not notify us of any problems. 

Today ( XX/XX/XXXX ) I happened to be looking in the app to see if a rent check had cleared my account. It had not, but I also realized I again had a negative balance in my account. I reached out to a rep through the app chat to see if they could help me. He advised me that it had something to do with the deposit for {$5100.00} and the check needed to be returned to the issuing bank. I asked what the problem was with the check and he said " this usually means it's int he process of returning but there is not a notification of this yet. You may confirm by calling in at ( XXXX ) XXXX. '' I then called the phone number he provided and waited for over an hour for help. XXXX finally advised me that the check was being returned to CitiBank as they had " rejected the funds as they did not approve funds. XXXX then re-opened my second dispute so that they could investigate. 

XXXX did not offer any solution or type of help or safety in place. I will again have to borrow money from family members as my account now has {$5100.00} less in it. The only thing XXXX told me to do was to contact the issuer. 

I assumed the issuer was Citibank , N.A . I tried several phone numbers that I located online, but none of them were able to help me. I then called Macy 's, again. They told me that they were the issuer, but that Citibank , N.A . handled their checks and that I should contact them. Macy 's gave me the phone number of XXXX to find out why they had declined payment on the check. 

I called that phone number for Citibank who then said they could not provide me any information and that Macy 's would have to provide me with that information. Citibank gave me the number of XXXX - which is the same number I have been using for Macy 's the entire time. I haven't called Macy 's back as I do not seem to be getting anywhere with them.

I did research online to see what next steps are for a fraudulent check case. It indicates that I should report the case to my bank, which I have done. It then indicates to report it to the US Postal Inspection Service since the check came in the mail. The US Postal Inspection Service is closed since it is a Friday night. I then was advised to report to the Federal Trade Commission. I called them but they were closed and said to file a report online with reportfraud.ftc.gov and I was then redirected to consumerfinance.gov - which I am now doing through this report. I was also advised to file a report with my local police department, which I have already done and have a report number and provided them with copies of all of the documentation that I have received related to this case.

Citibank has a number ( XXXX ) for check verification. They said that they could not help me as I am not a Citibank customer. I explained that the check had been I have been advised to file a complaint with the FDIC - which is obviously closed for the weekend as it is Friday night. I was then referred to file a claim with consumerfinance.gov - which I am now doing.

I just spoke with Citibank again who are now asking me for my home address, email account AND a social security number. I refused to provide them with my social security number as that has nothing to do with the check that THEY issued to me. Multiple times I told them I would not provide them with my social security number. They said that they could not help me without that number. They also insisted they could not help me because I do not have an account with them. I reiterated that the check I received was directly from Citibank so therefore I didn't need an account with them. The call was escalated to a supervisor as I was refusing to provide them with my social security number. She also asked for my social security number, to which I said no. They indicated they would be unable to help me without that information. I firmly let them know that I needed help and was already dealing with potential fraud so did not want to provide any additional personally identifiable information. She finally let me tell her the routing number- she never asked me - I told her and let her know it was ten digits and not nine. She ran the number and concluded that it was in fact not a Citibank account and that they would need to research the information.

This is a fraudulent check and the only way I can figure out that it is fraudulent was that when I originally called Macy 's to report my original concern, my first call was intercepted by someone other than Macy 's.

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