Consumer complaint received 2020-06-08
Company: CITIBANK, N.A.
State: PA
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 mailed a check for the full balance due {$38.00} The payment was received late and we were charged a {$29.00} late fee. 
It was due XX/XX/XXXX but was received on XX/XX/XXXX. 

On XX/XX/2020 I called Macys and was on hold for over 1 hour. Then when I did get a representative, I asked for a waiver of the late fee. I was put on hold, then the call was disconnected by the service rep. 

I went on the companys website requested a waiver of the late fee. 
Request on XX/XX/2020 XXXX XXXX ET I would like to request that the {$29.00} late payment fee be waived. 

I mailed my {$38.00} payment before the due date but it must have arrived a day or two late. 

I was charged {$27.00} late fee plus {$2.00} minimum interest. Things have been hard enough due to being under a stay at home order for COVID-19. 

Please consider crediting my account {$29.00} to reverse this fee. 

Thank you. 

I received an automated response the same day, never any other correspondence. 

Response XX/XX/2020 XXXX XXXX ET Dear Valued Customer, Were working hard to support our customers during this challenging time. 

At this time, Customer Service agents are currently not available to assist customers via email. However, rest assured that many of your questions can be answered by visiting our Customer Service Help & FAQs available online at https : //www.customerservice-macys.com In addition, you can easily access your account 24/7 via our website and view your balance & statements, make payments, sign up for paperless statements, enroll in automatic payments and more. 

We appreciate your patience and understanding during this global crisis. 

Please do not reply to this email ; this notification is automatically generated. 

Sincerely, Macy 's Credit Customer Service www.macys.com Now you can pay your bill on-line at http : //www.macys.com/mymacyscard On XX/XX/XXXX I paid the late fee {$29.00} online from my bank account On XX/XX/XXXX I cancelled our account with an online secure message Sent VIA secure email on XX/XX/2020 XXXX XXXX ET I have initiated a payment of the {$29.00} late payment fee because I did not receive a response to my request and I can not reach anyone by phone. 

My time is too valuable to squabble over a {$29.00} fee. 

Please CANCEL MY CARD as of today, XX/XX/2020. You have not supported our account with even the minimal customer service that I would expect. 

I waited over an hour to speak with a representative the first time and he put me on hold then hung up on me. I sent the following message with no response, other than a computer generated response saying you received my message. 

We are fed up with this poor service and I would have even considered staying a customer if you responded no to our request. However, no response is inexcusable and I am certainly not happy with the experience at all. 

Our credit history is excellent and we expect merchants and credit companies to work with us because we have a long history of paying our debts in a timely manner. 

Response XX/XX/2020 XXXX XXXX  ET Dear Valued Customer, Were working hard to support our customers during this challenging time. 

At this time, Customer Service agents are currently not available to assist customers via email. However, rest assured that many of your questions can be answered by visiting our Customer Service Help & FAQs available online at https : //www.customerservice-macys.com In  addition, you can easily access your account 24/7 via our website and view your balance & statements, make payments, sign up for paperless statements, enroll in automatic payments and more. 

We appreciate your patience and understanding during this global crisis. 

Please do not reply to this email ; this notification is automatically generated. 

Sincerely, Macy 's Credit Customer Service www.macys.com Now you can pay your bill on-line at http : //www.macys.com/mymacyscard On XX/XX/XXXX, I received an email notifying me that we have a new statement with a balance due of {$2.00} The due date is XX/XX/XXXX. This was a Minimum interest charge I am fed up with this company and will not pay any more fees and or charges!

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