Consumer complaint received 2017-08-01
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
I am writing in regards to a voicemail left on my answering service, on Wed, XXXX XXXX, 2017 at  approximately XXXX. The call was made to my residence by XXXX XXXX Macys Executive Office. My complaint in this correspondence is in reference to the message left by XXXX XXXX, whereas, she states that she was following up with me regarding a phone discussion that we had had in the prior week. Her further statement was that she wanted to let me know that she had copies of notes that verified my phone conversations with Macys Representatives, in addition, copies of letters that she stated were sent to me. Also in her phone statement, she implied that I was incorrect per my complaint because the copies of notes/letters were her validation. However, as I have stated to XXXX XXXX prior and I will continue to stand by my word, in regards to the last payment applied, and the conversation that the Macys Representative informed me, I was advised that as long as I made the payment of {$67.00}, before the next cycle date of the account, the account would not jeopardize, granted that the due date of the account was the XXXX of each month. Additionally, the Macys Representative listened to my concerns of my request, to pay the account after the due date of the XXXX, no later than the XXXX, but assured me, it would be fine. Since that was not the true case, and the account charged off, it is now my responsibility to continue payment on the account to the outside Collection Agency. Hence, this complaint correspondence, is in the way XXXX XXXX handled her conversation with me. Her tone was undeniably rude and frustrating. When we were in conversation, I did advise that I would also submit another complaint to the Better Business Bureau, for improper policies, simply put, not being fully honest with the expectation of the delinquent account. Again, for all the outreach that I did, in trying to receive assistance at the first occurrence of my delinquency, I was indisputably treated unfairly, with no care as to my outreach for assistance. I sent a thorough correspondence to the Macys Presidential Unit, and Macys CEO, dated on XXXX XXXX, 2017 in conjunction with submitting my complaint to the Better Business Bureau. In such, XXXX XXXX sent two correspondence. The first dated XXXX XXXX, 2017 and XXXX XXXX, 2017. Both correspondences were elaborately written in a word for word verbatim describing my account history. However, I think Macys and XXXX XXXX missed the point, I reached out in the first place, because my Family experienced a lost and my employment was reduced. All I asked for was for assistance. My correspondence submitted to the Macys Presidential Unit, to the Macys CEO and Better Business Bureau provided my distress and again my outreach for assistance. Also, distressing, was that in the first correspondence ( XXXX XXXX, 2017 ) that XXXX XXXX sent, she describes : However, our records show on XXXX XXXX, 2017, our Collections Department made XXXX attempts to call you at a phone number ending in XXXX, yet there was no answer, and we were unable to leave a message. On XXXX XXXX, 2017, you called and requested to update your billing phone number to the phone ending in XXXX. I explained to XXXX XXXX on our last verbal conversation, this is incorrect. My number has been for the life of this account, primary XXXX XXXXXXXX. It is my home number associated with my address that has been the same for over 15 years. This number is well documented for my Macys purchases where I made purchases on line, in addition, when I went into the store and a Representative would need to look up my account information for shopping transactions. On XXXX XXXX, 2017, I advised the Macys Representative of this record mistake, not to add a new number! Where is the validity of what I provided to the Representative in the Macys notes? Either XXXX XXXX is being dishonest or the Macys Representatives that take the calls or Macys as an entire entity is being dishonest. Nevertheless, XXXX XXXX felt it also necessary to send me a correspondence ( XXXX XXXX, 2017 ) along with another copy of ( Facts about Interest and Fees ) documentation ( I received this document in her first correspondence letter- XXXX XXXX, 2017 ) backing up her voicemail made on Wednesday, XXXX XXXX, 2017. This action was, needless to say, pointless. Therefore, I am requesting that no further correspondence from Macys Representatives, Executive Offices or the like, nor phone calls to my residence occur, as of the date of this correspondence, today, Monday, XXXX XXXX, 2017. I will no longer entertain Macys direct correspondences, but will move forward to resolve through XXXX party affiliations, Better Business Bureau and the Consumer Financial Protection Bureau. Thank you, Enclosure : Furnished complaint to Better Business Bureau / Consumer Financial Protection Bureau

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