Consumer complaint received 2016-02-03
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Billing disputes

Complaint:
While shopping in Macy 's in XXXX XXXX I was persuaded by a customer service rep to open a joint account for my daughter. The rep informed me that after my daughter had received the card she would be able to contact Macy 's and have my name removed from the card. The card was approved and I never received a credit card or statement because all of this was sent directly to my daughter 's address. Approximately six months later I received a call from Macy 's in reference to a late payment. I informed them that I was under the impression that the card was not still in my name a I had never seen a card or a statement. I was informed that the card was in my name. I then informed the representative that I wanted the card closed. I was informed that I could not close the card because it was a joint statement. I then stated that I wanted the card usage to be suspended until the balance was paid off. I was told that they could not do that either. I asked for the bills to at least be sent to my home so that I could monitor the payments. It took 3 calls to Macy 's to receive the bill. When I saw the bill I was surprised to see that they had my name incorrect with the wrong middle initial. XX/XX/XXXX my daughter initiated Chapter XXXX proceedings. Her attorney 's office informed her that she could file Macy 's under her Chapter XXXX. She later informed me of this. From that point I no longer received any statements from Macy 's. I received no correspondence from Macy 's including a statement or late notices. I was under the impression that the attorney had given her correct information. I received a letter in the mail from Macy 's XX/XX/XXXX informing me that they had been trying to reach me by phone and wanted to verify my information. I in turn called Macy 's to see why they were trying to contact me. They informed me of the credit card charges. I informed them that the account was under a bankruptcy. They then claimed that they had no information under my daughter 's name or her social security number. They were holding me responsible. I talked to a Citibank representative and we were not able to resolve anything as she was trying to twist my words and she gave me the wrong name for my daughter. On XX/XX/XXXX I was able to speak to a representative named XXXX and explained to her what my complaints. I first asked her for the account number as I have no record of the account number and she told me that they were unable to give account numbers over the phone. But ... she wanted me to make a payment over the phone. I explained to her that I was not willing to make a payment over the phone to an account number that I did not know and that I would certainly bring the account up to date when I received the statement in the mail. She said that she was generating a bill and that I would receive in seven to ten business days. Why so long I do n't know. I have received three other calls since then from Macy 's and Citibank about the account. I have explained that I am waiting on the bill. I have been told that they they see in the computer where XXXX generated the bill and that they could not generate another. I asked could they expedite it and was told no. Incidentally I have worked for the postal service for over 25 years and it is rare that it takes more than fourteen days to deliver a first class letter. My main complaint about Macy 's and Citibank is that I believe that they are purposely delaying the delivery of this statement to accrue as much interest and tack on as many extra charges as possible. The majority information that they supposedly mainly pertains to my daughter such as e-mail address and they have her address included on my credit report. This is adversely affecting my credit status and I believe could have been avoided if Macy 's had chosen to send a bill to my home as requested.

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