Consumer complaint received 2022-01-09
Company: CITIBANK, N.A.
State: DC
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 was at Macys-XXXX XXXX XXXX store making a small purchase. I was using my Macy 's credit card to pay and the sales associate asked if I wanted a Macy 's American Express card. The card I had was a Macy 's American Express Platinum card, but what I needed was a replacement card NOT a new account. I made it clear to him that I needed a replacement card and before I knew what happened a brand new account was opened. I immediately contacted Macy 's customer service to have this new account closed. Obviously, the sales associate was concerned more about scoring a new account opening and obtaining his bonus. Once in contact with customer service, the new account was closed and I was told the charge applied to the new account ( {$22.00} minus 20 % discount for newly opened accounts ) would be taken care of and that I would not have to pay. I really never thought much else about it. Fast forwarded to XX/XX/XXXX and on this particular day I received two envelopes from Macys. One for the account I had since XXXX ( this account was closed XX/XX/XXXX ) and the closed account from XX/XX/XXXX. The first envelope opened was for the closed account from XX/XX/XXXX and the amount due was something like {$36.00} ( including a late fee because I missed the XXXX statement ). I could not believe my eyes. I was told not to worry that I would not owe any money during that phone call to customer service in XX/XX/XXXX. I phoned customer service on XX/XX/XXXX and was made to feel like a liar, but I did manage to get the late fee waived. The arrogance of the customer service operator was stinging. She was not about to waive the remaining amount. She kept saying how sorry she was but I knew she could care less. I suggested she pull the phone conversation from XX/XX/XXXX since is was likely recorded and listen to the call to verify what I was saying was true. Of course this did not occur. Therefore, I made it very clear once she received the $ due that I would part ways from Macy 's which I did. XX/XX/XXXX rolls around and here arrives another credit card statement for the closed account from XX/XX/XXXX. This time seeking {$2.00} - a minimum finance charge fee. I have had many credit cards over the years and NEVER recall such a fee. Of course this is their way to sneak in a charge hoping consumers don't notice which allows them to sneak on a late fee for another statement the following month. I paid the {$2.00} on XX/XX/XXXX and I am hopeful this fiasco is all over. I doubt it because Citibank ( which operates Macy 's credit cards ) are nothing but fraudsters. 
As for the account I had since XXXX, as of XXXX it was a Macy 's American Express Platinum card. Yes, I was one of their best customers. I spent at least {$5000.00} in XXXX alone, but being one of their best customers did not mean a thing in the end. This particular card was paid off XX/XX/XXXX and was closed XX/XX/XXXX. I closed it because of the fiasco and treatment received from Citibank and Macy 's customer service. It was definitely time to part ways especially since they did not care about my loyalty as a customer. Their fees and fraud charges are more important than customers that spend money. On XX/XX/XXXX, they applied a {$23.00} finance charge due by XX/XX/XXXX. Yes, that's right... I paid off the card - a zero balance - and they apply a {$23.00} finance charge. Again, this is something I have not noticed with any credit card in at least 26 years of opening my first credit card. The fee was waived, but this all needs to be looked into. These are some very questionable practices and as far as I am concerned something should be done. Macy 's lost me as a customer for good and others facing the same treatment should follow my lead.

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