Consumer complaint received 2016-04-24
Company: CITIBANK, N.A.
State: SC
Product: Credit card
Issue: Late fee

Complaint:
Last month, I opened a letter from Macy 's. It was cryptically worded, and mentioned that I could choose several options, " Settle for less than the total balance '' or " lower your monthly payment. '' I really did n't know what to think. There was no amount in the letter or explanation for anything. The only clue was a phone number to call. 

Since I do n't like talking on the phone, I went to Macy 's at the XXXX XXXX here in XXXX, SC, and tried to talk to a Real Person. Unfortunately, no one is available to discuss payments in that store, so I was forced to call the number in the letter. A couple of nice employees allowed me to use an office there. 

About an hour later, I was mad and VERY frustrated. After being handed off to about XXXX different people, who all expected me to tell part of my Social Security number and birthday, I felt violated. The last couple of people sounded like they were foreign and could n't hear or understand half of what I was saying. After listening to the waiting music for the umpteenth time, I hung up. 

An employee at the store, who could hear everything I had been saying, told me that a woman had recently complained about the exact same thing and that most of her fees had been dropped. She suggested I try again - but my composure was so completely shattered, I do n't want to do that again. Apparently, I must not have talked to the right people. 

From what I was told, I made a purchase in XXXX, 2015, for {$40.00}. XXXX of the people on the phone asserted that I was sent emails to alert me that payments were due, but I never received those - and nobody would tell me what email address was used. I checked the available ones that might have been used, but there was no bill from Macy 's. 

I have no problem with paying what I owe. I DO object to paying exorbitant fees for a purchase that I ca n't even remember making. Adding what amounts to XXXX % to the initial amount is price gouging. 

They 're charging me {$260.00} now, for a mere {$40.00} purchase? That 's totally unfair. Every other store that I frequent, like XXXX 's and XXXX, sends me a bill in the mail. When I get a bill in the mail, I pay it straightaway. I never saw an email from Macy 's, so the purchase I might have made completely slipped my mind. 

I tried to find out what I owed by opening an online profile, but I could n't see a clear way to send this letter to anybody by email. It certainly did not show me what I owed and how many fees were added and when. 

The fact that the company waited 6 months to finally send me a letter about this matter is completely unfair. 

I mailed a letter to the only person mentioned on the original invoice, with an explanation similar to this message. ( I just got another repeat of the same letter yesterday - with no mention of the letter I sent. ) I 've also gotten way-too-many phone calls from a " toll-free '' number that my husband says is connected to this matter. 
I do n't have a problem paying what I owe, but do n't feel obligated to pay for all the fees added on without getting a written bill. 
I had requested a letter with the current account balance - with itemized fees - and when they were added. There has been no response yet about this.

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 monetary relief