Citibank Credit Card Complaint

Citibank Credit card department,

Credit card protection / Debt protection Florida

I obtained a credit card from Macys in -/-/-. The credit card has been active until today ( -/-/- ). Approximately 45 days ago, I received a letter in the mail from Macys, informing me of a " credit card protection service '' that I was enrolled in. That was the first time I heard of the enrollment. So I attempted to call the phone number provided as well as attempted to visit the website, however, I was unable to reach them. So I contacted Macys customer service who transferred me to this department. I informed them that this was the first time I was made aware of this and I wanted it stopped immediately. Additionally, any charges made to my account needed to be refunded because this was added to my account without full / appropriate disclosure. They immediately canceled it and indicated that they would submit a request for " investigation '' and I would receive a response within 30 days. This activity occurred on -/-/-. Today, -/-/-, I contacted them to follow up on my refund ( which should be a little over $500.00 ). They informed me that they did not see the refund in the system and they needed to resubmit the request to the investigations department and I would need to wait an additional 30 days. I requested a transfer to the investigation department and they indicated that they were not able to transfer me, there was nobody I could speak to in order to resolve this issue and there was no escalation process. The person I spoke to was - - the manager on duty. So, not only are they denying my refund for something I was enrolled in without my knowledge / full understanding / full disclosure, they have not provided a clear mechanism for which to address this issue.