Consumer complaint received 2016-12-14
Company: CITIBANK, N.A.
State: MD
Product: Credit card
Issue: Billing disputes

Complaint:
My Macy 's credit card was fraudulently used XX/XX/2016 for an online purchase sent to my home address ( that was not even on my current Macy 's account ). When I reported the problem, Macy 's fraud dept quickly handled it, instructed me how to return the purchase, which I did immediately ; closed my compromised card # and issued a new #, and credited my account for the full amount of {$230.00} on XX/XX/2016, as promised. 
Over the last six months, Macy 's bad bookkeeping double-credited my account for the purchase, then compounded the problem by subtracting an amount ( that was not itemized ), yielding me a credit I did not own, and ( worse ) adding back the same {$230.00} purchase once it had all been settled ( they belatedly transferred all paperwork to my " new '' card XX/XX/2016 ). 
In this process, they omitted from accounting the XXXX charge I did owe -- - {$170.00} -- -for the only purchase I charged during this whole period ( XX/XX/2016 ). No amount of trying to explain to at least XXXX separate divisions who have been calling me for the last three months has made them revisit the accounting errors that led to this, even though some of the clerks have obviously been looking at the same statements I have in front of me -- -that show the mistakes and my legitimate charge ( that is then dropped from all future statements ). We have not made any payment since XX/XX/XXXX, because the amount owed and penalty and late fees are not real. 
What I do owe -- - {$170.00} -- -I will pay when it is properly invoiced, without late fees or penalty fees. 
Of the XXXX or XXXX people with whom I have spoken -- -at length -- -on some of these phone calls, only XXXX had strong XXXX capabilities, and they switched me to other offices where the language comprehension deteriorated as the conversations demanded more nuanced skills of understanding the very obvious goofs. This has been incredibly frustrating, realizing no matter how far up the line I seem to have moved during these torturous phone calls, it is n't far enough to resolve the issue. 
I am sure Macy 's is affecting my husband 's and my perfect credit rating that we have maintained through hard work and planning, for more than 30 years. I am furious that this shoddy bookkeeping and collections activity are threatening that good record. 
Increasingly for two months, we have been receiving harrassing calls ( they are randomly through the entire day, from XXXX. to XXXX ) from XXXX different Macy 's numbers -- -some are dead air, others are placed by clerks using imperious tones to demand that I pay charges ( and late fees and penalties ) I do not owe ; at the same time, I have yet to receive a re-drawn statement showing what I do owe -- - {$170.00} -- - ( in spite of at least one promise from a caller 5 weeks ago that that would happen. Instead, on XX/XX/XXXX, I received the same old bill with more compounded late and penalty fees ). 
One of the last callers was a man who called me by my surname until he got testy and impatient and started calling me by my given name -- -which I consider an insulting attempt to intimidate me. 
I did tell the last XXXX callers I was going to refer all future contact to an attorney. 
( When I tried to tell the last caller not to call me again, but to call my attorney -- -and gave her the phone number -- -she not only did not listen long enough to take down a number, she started screaming at me repetedly, " Are you filing bankruptcy? '' I told her bankruptcy had nothing to do with this issue, to call my attorney. 
I am hoping, before I incur legal bills, that this appeal to CFPB might be successful in putting an end to my ordeal. I am sure, if my situation is published online, it will resonate with others who are in the same predicament. 
I was a XXXX-year loyal customer of Macy 's before this happened. Now all I want to do is get this settled and out of my life. Poor Macy 's -- -they deserved a better end.

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