Consumer complaint received 2017-01-29
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
On XX/XX/2017 I mailed a letter in response to my complaints & dissatisfaction with Macy 's customer service & other issues, to XXXX at Macy 's corporate office. I paid off the account the same day, because I did n't appreciate nor like XXXX " blame the customer '' response & " let 's pretend we do n't really know we have issues '' attitude. She is lying for the company to try to cover up what they all know & some more savvy customers such as myself already see coming - they 're failing at keeping customers coming to Macy 's & will financially fail & shutter their doors soon like many other failing retailers have in the last year! She did not honor my request to close the account nor send me confirmation to do so. I REFUSE to get on the phone with their horrible XXXX based customer service people who can barely XXXX. I had to call them yesterday against my will to find out if she 'd actually done what was asked of her, she did not. In fact the rep who answered did n't understand the question posed before her which required a simple yes or no answer. All I said was I want to verify if this account has been closed. She went to telling me everything I did n't ask her to do, including reciting her typical scripted response instead of saying " no the account has not been closed ''. It really was that simple. I berated her for not listening which is becoming a common problem in many companies & reminded her what my original question was. She hung up on me but to her own demise. Once she did the survey I agreed to take came on, I always agree to do them for this company because the service is so horrific. I rated her terribly as she deserved & hope she is fired. I 've been told by many reps in varying companies that 's what those surveys usually represent. The goal should be do your very best, be professional & kind & do n't XXXX off the customer. This woman did the opposite so I did her a solid by attempting to get her fired. I am all for draining the swamp at companies, that includes the top brass who do n't deserve jobs either. XXXX is on that list! She failed miserably at responding in a timely manner to my complaints filed with the XXXX and you, then tried to insult my intellect by insinuating that I had no clue how to use a PC or figure out online sites when I am on PCs all day at work and when I get home, take on line college courses & a host of other things. Obviously I know how to use a PC if I was able to go on this site & the BBB 's to file complaints about them! Duh! I left her a harsh phone message for which of course she also failed to respond which tells me she 's just sending out form letters because she has so many complaints coming in to her company. She should find another job where she can be more useful with a company that does n't have a ton of complaints & is n't failing. At this point my complaint is primarily about XXXX, their horrible customer service ( again ) & her inability to follow simple instructions to do what I asked her to do! This is the most shameful company I 've ever done business with!

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