Consumer complaint received 2020-05-06
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Macy 's Billing Dispute Dept. 
XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Re : XXXX XXXX XXXX Original Macy 's Account # XXXX Macy 's American Express Account # xxxx xxxxxx XXXX I am being charged interest & Late fees on top ofInterest & late fees!, And, while this account is under dispute. I now feel Macy 's is trying to 'bully me ' into paying more money for items I have already overpaid for. This account was settled last XXXX when I agreed to make a payment for additional interest of {$23.00}. Also, I have never received the {$43.00} credit that I have been due since XXXX that was erroneously applied to my original closed account, # XXXX. I have called & written Macy 's several times, with little to NO RESPONSE, only to become stressed with more billings showing added fees & interest to what is only fees & interest!. I have XXXX, not quite in survivor status & still taking medications to battle. Macy 's is making my XXXX more & more difficult to fight. And now there's Covid-19 to contend with! 
This was the issue : I never requested this American Express Macy 's Account, but in XX/XX/2019, I was told my original Macy 's card ( Account # XXXX ) was going to be phased out. A few weeks later, I returned an item charged on my original # XXXX account for {$43.00}. I purchased additional items totaling ( {$67.00} + {$47.00} = ) {$110.00} in Macy 's, but those items were charged to the Macy 's American Express account # XXXX. I attempted to pay these charges at the store in XX/XX/2019, but there was confusion about applying my credit from # XXXX to # XXXX. I requested to hear from Macy 's Customer Service by XX/XX/2019, as I knew I would be out of the country for several months. I did not hear from them. However, I was contacted by my mobile phone several times by 'Macy 's Representatives ' with no knowledge of the credit issuance yet demanding I pay several hundred dollars. These representatives were rude, called sometimes several times a day over the next several months yet none of the representatives could give me any details relating to the charges on my account. They just said I MUST PAY NOW! Every time I spoke to a Macy 's representative, I explained I could not access my account online. I requested an email copy of my statement ( s ). I was told NO, and, many times very rudely. No representative was willing to help me understand my charges, nor if I had received the {$43.00} credit. Every time they called, I requested to these phone representatives to close my account, as I did not know if my account had been compromised. None of the representatives would even let me know if there were additional purchases past XX/XX/2019. I requested supervisors, but I was never given one. I explained numerous times I was out of the country, & my internet connections were not secure. Also, I didn't have any pins or passwords for my new American Express Account, # XXXX. Finally, XX/XX/2019, I simply mailed a {$120.00} payment from Alaska, as I was sure that the purchases of mine were not more than that. 
I arrived back home in XX/XX/2019. I reviewed my paper statements, then I realized, I was never issued the {$43.00}. Additionally, I was being charged late fees, & interest, on these fees. Seems to be a vicious cycle. From my view, Macy 's had ( {$120.00} payment + $ XXXX.XXXXcredit due me = ) {$160.00} for the {$110.00} of merchandise. I contacted Macy 's Customer Service XXXX & XXXX (? ), then XXXX (? ). XXXX at XXXX on XX/XX/2019, helped me reach an agreement. After explaining the above, we agreed I would resolve this issue by paying an additional {$23.00} which he said was the interest on the account # XXXX at the time. In return, Macy 's would reduce the fees to what I had already paid & I would forgive the credit of {$43.00} due me since XX/XX/2019. I sent a money order for the {$23.00} on XXXX XXXX, 2019 to : MACY 'S, XXXX XXXX XXXX, XXXX, AZ XXXX My current bill is over {$400.00}! I have a long history of being an excellent 30 year plus Macy 's customer. I can not believe all the rudeness, & the stress this has caused me. Charging me Fees upon Fees. I am sure, THIS IS NOT the way Macy 's intended to make their revenues. 
Thank you in advance for your prompt attention to this matter and with sincere appreciation that I can remain a Macy 's customer, Stay Safe & Healthy, XXXX XXXX XXXX

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