Consumer complaint: I have been dealing with an issue since I first spoke with a rep during the week of XXXX. During my XXXX call, the rep advised me that I had a balance on my account which was a result of a ~ {$50.00} purchase that I made XX/XX/XXXX. I made a payment of {$25.00} as scheduled XX/XX/XXXX and it left me a remaining balance of XXXX {$27.00}. The rep advised me that I had a balance of XXXX {$90.00}. I was completely caught off guard and asked for a breakdown. The rep advised me I had a remaining balance of {$27.00} + {$38.00} late fee for XX/XX/XXXX + XXXX {$25.00} late fee for XX/XX/XXXX. I advised the rep that I had not received any statements from their company. I offered to take care of {$27.00} to resolve the balance with the request to have XXXX late fees waived as a sign of goodwill as I had expressed that I never received my bills PLUS the LATE FEE IS MORE THAN MY BALANCE OWED. The representative stated that they were only able to waive XXXX Late Fee per year and they would offer me the waiver in exchange of me paying the {$27.00} + XXXX {$25.00} Late Fee. I advised that was not fair or reasonable and that I needed both fees waived. The rep said no and then I requested to speak with a supervisor. I spoke with a supervisor who advised me the same thing. I expressed once again about the fairness to consumer. I requested to speak with someone higher and was advised no there would grant my request for a 2 month fee waiver. 

2nd Call : Inbound XX/XX/2015I made a XXXX attempt ( XXXX ) to have my issue resolved regarding the late fees and to pay on the account. I explained to the rep my issue again and noticed that my balance due amount changed slightly. I asked for a breakdown of my amount once again and was advised .... {$27.00} remaining from purchase - {$38.00} late fee for XX/XX/XXXX ( which the rep proactively waived on my 1st call ) + {$25.00} late fee for XX/XX/XXXX + ... {$38.00} late fee for XX/XX/XXXX ( since my dd was on XX/XX/XXXX )!! At this time, I am extremely upset that your company rep could not resolve my issue, then waived a late fee ( without my approval ), AND THEN CHARGED ME THE SAME {$38.00} late fee from 4 DAYS AGO!!! Now, I am highly upset and stated that I will contact the CFPB, XXXX, and the AG Office. I advised the rep that I need to speak to someone else and she stated that I already spoke to the supervisor which would not approve it. The rep then told me to call another number ( XXXX ) to speak with an Account Specialist. 

3rd Call : Inbound XX/XX/2015I made a 3rd attempt to get this issue by contacting the Account Specialist group at XXXX and behold I got the same rep that spoke with on XX/XX/XXXX call as she reminded me. She recapped the notes and stated that the information still stood about me not receiving a XXXX late fee waivers but now since one Late Fee was waived ( without my approval ) now I ca n't receive an additional waiver. I asked to speak to the supervisor of her supervisor and she stated she will try to see if they will come to the phone. I advised the rep that I am completely fed up and that I will be contacting regulatory agencies. She placed me on hold and I hung up. 

Key points : Charged late fee ( s ) greater than the amount of my remaining balance of purchase {$38.00} late fee waived without my approval ( review call ) I was never advised to make a payment or any payment as my due date was on XX/XX/XXXX to avoid another late fee ( review notes ) No calls to notify me of my delinquency until I accumulated & gt ; {$60.00} worth of late fees ... guess what, if I was contacted by Macys the 1st day I was past due ... low and behold I would be current as I would had paid the {$27.00} and had the late fee waived No escalation process for the consumer to get situation resolved 

Company response: Company chooses not to provide a public response