Consumer complaint received 2021-08-31
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I noticed on my macys card/statement that i was being billed {$15.00} with interest for a protection program since XXXX that i did not sign up for. I was informed by the credit card protection company that this was the only card i have enrolled in the protection plan out of all my card. And that i was enrolled in the store at time of set up. I did not consent to this enrollment nor would i only put protection on one card let alone a card/store that i hardly shop at. 
this has now made me pay this monthly since XXXX and my last time i purchased that it will allow me to go back to was XXXX. i hardly ever use this card and now have paid off my purchases plus some along with over paying in interest. I do have automatic payment set up so i have no reason to log on and set up a payment this is how i never caught the fee for this protection that i didnt need or want. i have contacted the protection program starting in XX/XX/XXXX and filed 4 appeals of this and asked if it can be revolved from when started for from last purchase along with the increase. 
My interest rate was also increased without agreeing XX/XX/XXXX from 26.50 % to now 27.24 % my new balance as of today is XXXX i asked them to speak with citibank myself but they tell me someone will contact me in 30 days and i never hear nothing or receive a letter only a call for XXXX that my request was denied and i have asked this of her several times to speak with citit that i want this disputed or i want it dated back from my last purse since there is no reason for protection of a purchase and was told i can not. they will not also show me how it was enrolled only that is was set up in the store or give me the name of the person or showing that i signed a physical paper rather then options on a key paid that was selected by the office that they would receive a promotion or bonus from. i was denied that information as well i have called monthly since XXXX along with in XXXX calling ever 2 weeks to check the status since i was told something would be sent or contacted and anything i did receive was a notice from macy which i was informed was not the letter from citi that it would show citibank on the header. 
i feel this amount should be taken care of from the store since all my purchases have been paid more then in full and at this current time money would be even owed back to me with the amount i paid interest. i was informed by macys protection program that they can not back date purchases or statement greater then two years to give me more information so i can add the total amount that is really due to me along with all i have already paid XXXX to now at 26.50 % to XXXX to now 27.24 % interest increase for {$15.00} is more then my total of XXXX i realized something didnt make sense when this card should have been paid off. i do not get a noticed to my email that a statement was made available or that a payment was made neither so if family didnt bring up the store macys saying something was on sale there i would have never logged on to check on a price. 
i have disputed this 4 times doing this monthly and the last contact was on XX/XX/XXXX and only a voicemail was left with no information only that not eligible which i called back asking again for a supervisor and to speak with the department myself from citibank and still have no heard anything from them. 
this protection program was made i still in a freud way without my signing an agreement physically i wouldnt need protection when i have a full time job nor shop at this store often nor do i have protection on any of my other cards when i work in the medical field its not a job i would lose where my income wouldnt be stable or not be able to pay this. i did ask since i paid this from XXXX then what help can they offer they said if i become unemployed it would just delay my payments which is still no good for me so this protection program would never of been needed or anything i would ever need to help me with or a service i would ever ever use. 
i have no letters or notices to attach because they have never sent anything to me in the mail i just have to keep calling or if a voicemail is left i call back and speak with XXXX i have no proof that this was even done correctly or what is being done.

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