Consumer complaint received 2017-10-21
Company: CITIBANK, N.A.
State: SC
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
I believe Macys credit card ( DBA as CitiBank or Department Stores National Bank ) is in violation of the Fair Credit Reporting Act and the Consumer Protection Act ( Unfair, Deceptive, Deceptive or Abusive Acts - UDAAP ). 

I had a Macys credit card. I stopped receiving the auto-statements delivered to my personal e-mail after XXXX XXXX. This did not strike me as odd because I thought I remembered having a small balance and paying the account off in XXXX XXXX. 

I received a call from Macys at work XXXX XXXX, XXXX. I was told that I was four months behind. At first I thought, is this a phishing call? Someone trying to obtain my bank account information making me think I had a debt that I did not? This is how foreign of a concept it was to me because I pay my bills on time. The representative told me I was four months past due and that I had been accumulating a monthly fee of {$37.00} totaling {$140.00}. If I was four months past due surely someone would not have waited until now to contact me. They said {$80.00} bill had turned into {$230.00}. I told them I would call them back, since I did not know who they were. 

I went back to my desk and looked up the XXXX credit phone card number and called them later. In fact, I had to call back several times due to my phone losing connection or I could not hear because of the construction around me. I even asked the representative to take my number and call me back in case we were disconnected. I was disconnected and they did not call back. I tried to have discussions with a couple of the representatives about the situation. I asked to speak to a manager. They said a manager would call me back in 24-48 hours ( they never did XXXX. This was not good enough for me, so I called and asked to speak to a manager. I was transferred to someone who did not have a manager title. I asked them to repeat their job title and provide job responsibilities. This is how I knew they were not a manager. This is very deceptive behavior. Basically, lets transfer her to someone and maybe she will think a peer is a manager. 

I was getting nowhere explaining I did not receive the electronic statements, any paper statements or paper notifications, or any phone calls and felt all fees should be waived and I should not be reported to the credit bureau. I also explained to further complicate matters, I sold my home and bought another one during XXXX / XXXX XXXX. They did not waive all fees but agreed to waive two cycles. 

Ironically, I dont understand how so many other companies found me. For instance, other credit card companies ( XXXX XXXX, XXXX XXXX plus other less sophisticated organizations like the boy scouts, my church, XXXX XXXX, etc. were able to find my address so quickly after my move without me even updating them. Surely, XXXX could have found me to or done a better job attempting to contact me by phone. After all, I took care of everything the same day they called me. 

When I asked if I was reported to the credit bureau, they told me they may report me and that I would have to contact the credit bureau for credit advice. I am sorry, what? I was not asking for credit advice I just wanted to know what they reported ( Nothing, 30 days past due, 60 days past due? ). The reporting to the credit bureau is my biggest concern. I pay my bills on time and am concerned about the detriment to my credit because of this incident. I am never 30 days late on a bill. 

I got a statement ( finally ) shortly after my conversation with them around the first week of XXXX. Of course, it was inaccurate ( and had the full of amount of what I owed before I made the payment to them and all of four of the late fees ). Prior to this statement, one representative did inform me to be on the lookout for residual interest. I went on-line to pay the account ( XXXX ) and it said I owed nothing. What? I was told I would owe something. I called today XXXX XXXX XXXX to double check the validity of the on-line statement. I was told I owed close to {$40.00}. How could the statement be wrong? Their system will not allow me to look at any historical statements. Again, what? The representative said it was for a late fee. Turns out they did not remove two late fees like I was promised, just one of them. This could have resulted in me getting another late fee ( UDAAP ). The representative that answered tonight was easy to work with and he removed it. He told me to call back tomorrow though to double check ( really, I have to call back to make sure they did their job, again? ). 

I believe their lack of controls at their company most likely violates internal policies and procedures plus violates the Fair Credit Reporting Act. I also believe they may be  purposefully letting accounts go this far past due with attempting to collect exorbitant fees. Thus violating Fair Credit Reporting Act and the Consumer Protection Act ( Unfair, Deceptive, Deceptive or Abusive Acts ( UDAAP ). 

I would like to be refunded for all fees and have negative impacts to my credit removed. I also hope their business practices are reviewed externally and by their internal audit, legal and compliance teams. Thank you for reviewing this matter with them. 

XXXX, XXXX XXXX XXXX XXXXXXXXXXXX

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 non-monetary relief