Consumer complaint received 2021-11-20
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I had two credit card accounts with Macy 's, one Macy 's store card and one Macy 's XXXX XXXX card. Each account has a separate account number. The XXXX XXXX card statement showed a zero balance in XX/XX/XXXX 2021, even though I had recently changed {$42.00} to it, while the store card had a balance of {$42.00} even thought I had not used it for a few years. I paid the XXXX XXXX balance electronically through my bank account, which included the account number in the electronic payment. Macy 's applied the payment to my store card account instead of the XXXX XXXX account. When my XX/XX/XXXX statements arrived, the XXXX XXXX  account showed a - {$42.00} balance and my store account showed a balance of {$150.00} which included the {$42.00} charge, a {$29.00} late fee, a {$2.00} minimum interest charge, and miscellaneous other penalties. The late fees and balance were erroneous because I had paid the entire balance before the due date. 
I called Macy 's customer service on XXXX XXXX, 2021 to have the problem corrected. After more than 30 minutes on the phone, the representative told me everything had been corrected ; I confirmed the balance of each account with her. I also asked her to close the store account so a similar problem didn't occur again ; she confirmed that she had closed it. 
In mid-XXXX, I again received statements for both accounts. The store account was now stated as overdue, had additional late fees and interest charged, and showed a balance due of {$81.00}. The XXXX XXXX showed a - {$79.00} balance. I once again called Macy 's customer service to have the issue corrected. After more than a half an hour ( again ), the representative assured me that she had corrected the problem. I asked for confirmation via email or letter, but she refused, saying I would have to wait until the next month 's statement to see if the issue was corrected. I asked to speak with her supervisor. He stated he would send me an email after the corrections went through, which should take about 72 hours. He also explained that the reason for the issue in the second month 's statements was because there was a system issue when the corrections were made the prior month. Really? Issues every time they process my money? I doubt that. I also asked him to send me confirmation that my store account had been closed. He stated he would have to send that via US Postal Service, which I stated was fine. He then explained that to get confirmation that the account balances had been corrected, I would have to agree to receive emails from their affiliates and partners. I refused. He then agreed to mark that I approved use of my email address for service-related purposes only, such as confirmation of my corrected account balances. When I asked the manager why the representative refused to send me confirmation of the corrected balances, he stated that they have no way to know if there are any issues or corrections on a person 's account, they can only go by what is on the monthly statement. 
At no time did any of the customer service representatives or manager acknowledge that there was actually an issue created by Macy 's. They also refused to acknowledge or correct any damage they may have done to my credit rating.

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