Consumer complaint received 2023-12-22
Company: CITIBANK, N.A.
State: TN
Product: Credit card
Sub-product: Store credit card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
Subject : Concerns Regarding My Macy 's and Citibank Account My name is XXXX XXXX. I am writing to express my deep concerns and frustrations regarding recent developments with my Macy 's and Citibank accounts. It has been over XXXX weeks since I first reached out about these issues, and I have yet to see any significant progress or resolution. So unfortunately I'm having to escalate this issue. 

To provide context, I made a {$400.00} payment towards my account balance, expecting it to be promptly credited. However, this payment has not reflected in my account, adding unnecessary financial strain, particularly during this time of the year. 

Furthermore, I encountered a sudden reduction in my credit limit, which stemmed from software errors during payment processing. As a survivor of trafficking, I have communicated the challenges I face to both Macy 's and Citibank, seeking understanding and support. Unfortunately, my efforts have not resulted in a timely resolution or the reinstatement of my previous credit limit. 

The XXXX software malfunctioning was the reason behind my visit to a retail location to settle my bill, as the system could not recognize my new account, a measure I took to protect my finances following my trafficking experience. 

I must emphasize that before escalating my concerns to the credit bureau, I reached out to Macy 's and Citibank. Congress has enacted laws to protect individuals like me from unjust adverse impacts on our credit reports. Nevertheless, the reduction in my available credit limit by Citibank has directly affected my credit score, adding further distress to my already challenging situation. 

What is particularly disheartening is that I had proactively reached out to the credit department and explained my situation to a manager on XX/XX/XXXX. We collectively decided that, given the system errors, it would be best for me to make an in-store payment to avoid complications. I promptly paid the full balance of {$400.00}, expecting it to be credited accordingly. However, my credit limit was subsequently reduced to {$100.00}, leaving me puzzled about the whereabouts of the remaining {$300.00}. This drastic reduction has severely limited my ability to make necessary purchases, further exacerbating my distress. 

I urge Citibank and Macy 's to acknowledge the consequences of their system failures, as they affect not only me but also other customers. Survivors should not endure further suffering due to system errors. I am earnestly seeking a resolution to this matter, as it has deeply affected my emotional well-being. 

It is crucial to recognize that this situation extends beyond XXXX XXXX circumstances. XXXX XXXX XXXX XXXXXXXX trafficking may face similar challenges, and I fear that if this happens to me, it might affect others. This is unjust and requires immediate attention to rectify the systems and protocols that fail to consider the vulnerabilities of survivors in these situations. 

As a loyal customer, I value my relationship with Macy 's and Citibank. However, I am left feeling as though this sentiment is not reciprocated. I wish to continue enjoying the benefits of our partnership without feeling penalized for seeking assistance. 

Additionally, I want to emphasize that not only was the money I paid withheld from being in use on my account, but I also missed out on multiple deals and offers that were available at Macy 's. This situation led me to do most of my shopping through other retailers such as Amazon, which was a significant inconvenience. 

I kindly request your prompt attention to this matter, with the hope that we can come to a resolution that prevents further victimization of survivors and ensures a smoother path to financial recovery. I am also working closely with trafficking survivor resource groups and XXXX state senators to address these issues comprehensively. 

Moreover, I routinely use my card, and my account is very close to reaching platinum status. I should have had money credited to my account based on the payments I've made. Currently, my account displays only {$55.00} available for usage, which is not accurate. I kindly request that this discrepancy be rectified as soon as possible. 

Thank you for your time and consideration. Opening up about such personal matters is not easy, and I hope this transparency helps you understand the urgency and importance of my request. 

Sincerely, XXXX XXXX ( XXXX ) XXXX

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