Consumer complaint received 2021-04-15
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX, I followed up with Macys XXXX Services regarding a re-occurring charge on my charge card statement labeled fees. I always assumed it pertained to my monthly interest as my credit limit is {$10000.00} but during the pandemic, XXXX I started looking much closer and noticed it stated something called XXXX XXXX  ( XXXX XXXX XXXX, XXXX, GA XXXX ). 
My first confirmed inquiry to Macy 's regarding XXXX that i documented was XX/XX/XXXX. I actually believe it was years ago though. I believe it peaked my interested now as ( 1 ) i found it absurd that i was paying well over $ 100p/mon in what i presumed was interest and ( 2 ) my balance wasn't decreasing despite paying {$250.00} at times p/mon or more. 
When i called XXXX of XXXX the agent was unable to verify what the charge was for and gave me assumptions. She asked me to investigate on my own, which i eventually called them and ask about their services and billing and how I happened to started receiving their services. I was then told that it was initiated years ago but not how or where. Neither did they have access to enrollment documentation. 
A transaction dispute was initiated with Macy 's at XXXX on XX/XX/XXXX after i became insistent that i couldn't continue to pay for something that no one could verify when and where i signed up for these services, neither produce documentation to that effect. 
That same day i spoke with XXXX XXXX, XXXX with regard to my concerns. After not receiving any correspondence from Macy 's regarding my concerns for almost 2 months, I reached back out to Macy 's on XX/XX/XXXX and spoke with someone by the name of XXXX in Macy 's XXXX XXXX, whom stated that my inquiry against XXXX was closed soon after it was filed back in XX/XX/XXXX, as they can not do anything with regard to my concerns pertaining to this merchant and that i would have to get them to mitigate any concerns I have. I further stated to him that i shouldn't have to do so, as i felt that they should explain how this merchant was getting my billing information since i had since change my card multiples times if they weren't providing them access. Bottom line is they weren't being upfront with how they were connected to XXXX. XXXX directed me again to follow-up with XXXX regarding my concerns. 
To date i am only told that XXXX services were initiated XX/XX/XXXX but not how or where or even given any signatory documents stating i did so. 
At XXXX, XX/XX/XXXX, I spoke with an agent by the name oXXXX XXXX  at XXXX whom initiated cancellation of the services and stopping the billing via Confirmation # XXXX. She also stated that to date I have been billed {$3700.00} and that she would initiate a dispute to requisition return of these fees. 
The following day, XX/XX/XXXX, I received a callback from my lawyers office of XXXX, XXXX and XXXX XXXX per Intake # XXXX ), and was informed by XXXX that my best recourse would be to contact the Consumer Financial Protection Board, Dept of Financial Services and the Attorney General. She stated there was a judgment against Citibank, the XXXX XXXX XXXX Macy 's XXXX XXXX regarding XXXX and there erroneous practices. I then decided to wait to see what XXXX would do. 
At about XXXX today, XX/XX/XXXX, I received an email notification from Macy 's stating i had a letter from them. When i downloaded the letter from there site it stated " Thank you for your recent inquiry regarding you enrollment in XXXX XXXX Our records indicate that this protection was purchased on XX/XX/XXXX. 
Pursuant to your recent request, your enrollment in the optional protection program called XXXX XXXX has been cancelled. 
Because your account was protected by the program benefits any previously billed fees are valid and non-refundable. '' After receiving this, I immediately called back XXXX, XXXX. XXXX XXXX at XXXX, XX/XX/XXXX, baffled because since contacting Macy 's about this merchant last year, most recently XX/XX/XXXX, I have received no viable assistance, now they are corresponding with me regarding said merchant and further stating/ confirming that the service was cancelled and they won't be refunding me after they told me that they can not assist me with anything regarding this merchant. I happed upon the same agent by the name of XXXX  of XXXX, whom listened to my concerns and stated she would put in for a callback for someone to reach out to me regarding my concerns as i had missed their phone call XXXX XXXX XXXX on XX/XX/XXXX, of which i did acknowledge i missed the call but received a voice message. I also alerted her that i have already spoken to an attorney and that i am very much aware of the investigation and existing judgment against XXXX regarding said services. 

I am baffled and confused. As a consumer I am primarily concerned for fraud not realizing those that should be assisting you in combating against be taken advantage of are the ones doing so. To this point, neither Macy 's XXXX XXXX or XXXX realizes that i was able to unearth the original documentation from when i signed up for my Macy 's Credit Card and my lawyer was able to verify with me that i did not nor does it state that i signed up for these services via the store clerk whom completed the application on my behalf in the store.

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 explanation