Consumer complaint received 2020-04-29
Company: CITIBANK, N.A.
State: WA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I have been trying to have the right amount, address and credit card info to pay Macy back since 2015. I've researched and realized that I'm not the only victim to Macy 's poor practices dealing with their credit card. Due to their inability to have correct and timely financial information, I disputed. However, they put it as delinquent and no one was ever able to help rectify to make me whole. Finally, I wrote the XXXX, XXXX XXXX of Macy 's to see if he can help. Again, they missed the mark of understanding that they failed to provide the accurate amount, account information, credit card, disclosures and address to send payment. Because of their deficiencies, I was unable to pay. I didn't even have the account number! I have spent no less than 50 hours trying to fix this over the years. Even now, I resent a note a couple months ago. Still same back and forth with no accountability. This is quite deceptive. They should not offer credit cards if they don't know how to manage the business. 

Below is the letter that I sent. 
XXXX Dear XXXX, I can appreciate what you're doing for Macy 's and trying to sustain the business during this challenging time. 

This is why I'm reaching out to you at this time. I'm thinking that you can help me fix this. For +/-4 years, I have emailed and mailed notes to customer service addresses in OH and executives XXXX XXXX and XXXX XXXX to fix my credit situation. Now, I'm trying to refinance and there's a big black mark on my credit due to the inadequate processes in Macy 's credit card and customer service departments. 

Here 's the deal - I have about {$300.00} that I owe which I can easily pay - but as a finance person, I would like to have the exact amount and bill that I should pay. No one - has been able to produce this for me. I've been harassed by your customer service people, been hung up, insulted and now chased by creditors because of the poor processes and infrastructure set up by Macy 's credit card business. 

I signed up for a credit card at the store to receive a discount. I never received any paperwork or credit card, which looking back seem to be a poor on boarding situation. I kept my receipt and returned a few items. Months later, I finally received a credit card with a late fee and interest charges. I called customer service and got bounced to the XXXX, another country, back to US and back to XXXX. I made multiple attempts to get the final amount, minus all fees and interest charges and minus returns. Also, I needed the credit card statement. I believe, having worked in banks for 20+ years, this is a reasonable and minimum requirement for any financial services company. 

My ask - please send me the summary which includes the original purchase, minus return, minus interest fee and any excess fees. Please provide the account number and address so I know where to pay the check. Please do this as soon as possible because I need to refinance ASAP in this horrible market. 

Best wishes to you and your family. 
Thank you for your help.

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