Consumer complaint received 2020-07-11
Company: CITIBANK, N.A.
State: TX
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:
To Whom It May Concern : In XXXX of XXXX, I purchased a few items for my sons from Macys Childrens for around XXXX dollars and was pressured at the time of purchase to open/use my Macys credit account to make said purchases. The sales clerk was quite adamant and aggressive that I use the Macys account and offered a small incentive to do so ( 10 % discount ). I felt pressured to use a Macy 's charge account. 

I missed the bill when it came in XX/XX/XXXX, and I did send my payment late via online bill pay through my bank at that time. 

In XX/XX/XXXX, I received another bill from Macys that did not reflect my payment with an additional late fee and a no payment fee charged to my account. I called on the account at that time. I spoke with a very kind customer service agent who told me that my payment had been applied to my husbands Macys account ( there was no balance on my husbands account ). Somehow, the funds had been misapplied to my husbands account, not mine. I dont know if XXXX XXXX  or Macys was responsible for this error. The agent was able to apply those funds from my husbands account to my account. I agreed to pay for one late fee as my payment was late. However, I did not agree to pay for a second late fee nor did I agree to pay the no payment fee. I asked her to waive these fees. The agent said that she was not able to do that ; she said that I would have to call back the next month to dispute the late fee. 

In XX/XX/XXXX, I received a bill from Macys for an amount of around XXXX dollars. I had been charged an additional fee for my no payment of the second late fee in addition to a no payment fee. I was very frustrated with Macys at this point. Macys had payment for all the items from XX/XX/XXXX in addition to one late fee for which I had already paid. I called Macys customer service in XX/XX/XXXX when I received this bill. The customer service agent at this time was overseas, and it was difficult to understand what they were saying. I explained the situation to them and asked them to waive the fees ; they refused to do so. 

I called again in XX/XX/XXXX and XX/XX/XXXX. Each time, my calls were with customer service agents overseas ; we had clear difficulty communicating. On both occasions, I asked to speak with managers who were unable to help me or waive the fees that had begun to accrue to my account. 

At that point, I gave up and hoped this situation would just go away. Macys received payment as well as a late fee payment. I paid for ALL OF THE GOODS that I purchased, and I paid for one late fee that resulted from my late payment. Additional late fees accrued to my account based on a payment application error that was not my fault. I refuse to pay for those fees. 

Macy 's has turned my account over to a debt collector : XXXX XXXX XXXX. They are saying I owe them {$390.00}. This has negatively impacted my credit. I am so frustrated by this whole situation.

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