Consumer complaint received 2015-12-22
Company: CITIBANK, N.A.
State: DC
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I purchased a couch and ottoman from Macys in XXXX XXXX. I was incredibly happy with my purchase and with the delivery services of Macys. The couch was for my first apartment on my own, in WashingtonXXXX. I had one year to pay for the couch with no interest, using the Macys credit card that I opened to purchase the couch. The payments began in XXXX XXXX, even though the couch was delivered in XXXX. 

Based on the date the payments began, I believed I had until XXXX XXXX ( XXXX year XXXX to pay off the entire balance of the credit card and calculated my monthly payments accordingly - and set up automatic payments so to always pay on time. So, you will imagine my surprise when, on XXXX XXXX, XXXX, I discover that all of the interest for the couch and ottoman ( which originally cost about {$900.00} XXXX had been added to my monthly statement, even though the outstanding balance was approximately {$150.00} at this point. 

I spent hours on the phone trying to resolve this in the beginning of XXXX and believed I had. The customer service agent agreed to waive the interest and I paid the entire balance of the credit card on the phone that day. I believed I was done. I asked if the automatic payments would be turned off in a subsequent phone call, and was assured they had been. 

Later, on XXXX XXXX, XXXX, {$62.00} was taken out of my XXXX checking account by Macys ( documents enclosed ). I contacted Macys about this on XXXX XXXX, XXXX and was assured the situation would be resolved if I faxed in proof of the withdrawal by Macys. I was promised that I was no longer carrying a balance on my credit card during this phone call ( which I asked about explicitly ). I faxed in the requested information immediately ( documents enclosed ). At this point I had spoken to the employees with the following IDs : XXXX and XXXX. 

Not only was the situation not resolved, but an additional {$61.00} was taken out of my checking account on XXXX XXXX, XXXX. I again contacted Macys about this. I spoke to XXXXEmployee ID XXXX on XXXX XXXX, XXXX. She told me to re-fax my information to Macys ( to a different fax number and to her attention - documents enclosed XXXX. She told me she could not give me a direct number to follow-up, but she assured me that she would call me on Monday, XXXX XXXX at XXXX XXXX to confirm that the situation was being resolved. I never received a call from her that day or any other day. 

On XXXX XXXX, XXXX, I called Macys yet again and spoke to a supervisor, XXXX XXXX ( XXXX ). She told me I did not need to re-send the previously faxed information. After a lengthy phone call, she told me this would be resolved within 7-10 business days and that she would personally make sure this situation was handled and that I received the {$120.00} I never received the funds from Macys. I have called XXXX XXXX between 3-5 times since our conversation on XXXX XXXX, XXXX. I have left between XXXX voicemails - each XXXX including my name and cell phone number. I have never once received a phone call back. 

Today, I was checking my credit score and credit history as I received communication from XXXX that my personal information had been hacked, and I discovered that Macys is still reporting that I have an outstanding balance of {$260.00} on my Macys Credit Card. 

I have never before experienced such blatant lying and failure to fix a problem by so many employees within XXXX company. I have exhausted all reasonable channels available to me and I still do not have my {$120.00} that Macys wrongfully withdrew from my XXXX checking account. And now my credit is also being affected. I have filed a complaint with the XXXX and I have included XXXX XXXX 's name and contact information. My next recourse is legal action, which I hope will not be necessary.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief