Consumer complaint received 2015-09-30
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Credit determination

Complaint:
Below is what I sent to the Macy 's Collections department via U.S. Mail. 

On or about the date of XXXX 2015, I made a purchase at the Macy 's Men 's Store in XXXX, CA. The purchase was over thirty dollars ( {$30.00} ) but did not exceed XXXX XXXX dollars ( {$100.00} ). I do accept responsibility by stating that I did pay the bill two ( 2 ) months late. However, I immediately paid the bill the following month and had the late fees waived being a long time Macy 's Credit Card holder. On or about the date of XXXX 2015, I received a letter in the mail stating that I had an outstanding balance for approximately one hundred ( {$100.00} ) dollars. Knowing clearly that this was a mistake, I immediately contacted the Macy 's Customer Service number at XXXX. I explained to the Macy 's representative that I had paid the bill in full the previous month and should have a balance of zero dollars. The Macy 's representative placed me on a brief hold which ended up lasting longer than expected, approximately forty five ( 45 ) minutes. The Macy 's representative then explained to me that Macy 's had made a mistake and that my balance would be brought back to XXXX yet again. At the end of this call, I did not receive an e-mail as requested referencing the adjustment and Macy 's being at fault. On XXXX XXXX, 2015, I AGAIN received a statement reflecting a balance of roughly one hundred ( {$100.00} ) dollars. IMMEDIATELY AGAIN, I called the abovementioned Customer Service number and explained the same issue again. After being on hold for approximately fifty five ( 55 ) minutes, I was AGAIN told the issues would be resolved and my balance brought to a XXXX. AGAIN, I asked for an email to be sent to me but again none was sent. I obtained the Macy 's Collection representatives last name and badge identification number for future issues I knew I would likely be going through. This agents last name is XXXX and her badge identification number is XXXX. On XXXX XXXX, 2015, I AGAIN received a statement with a new balance of XXXX ( {$100.00} ). AGAIN, I IMMEDIATELY contacted the Macy 's Customer Service and went through the entire orderal yet AGAIN. This time I was on hold for approximately forty three ( 43 ) minutes. In the end, I was AGAIN told I would receive a letter in the mail and within twenty four ( 24 ) to forty eight ( 48 ) hours I would see a balance of XXXX dollars. AGAIN, I obtained the representative 's last name and badge number, XXXX, XXXX. On this date of XXXX XXXX, 2015, I am writing to Macy 's Department Stores National Bank, to immediately look into this ONGOING issue which has NEGATIVELY affected my business, investments and my credit score. As mentioned above, I do take full responsibility for not making the initial payment but do honestly say again, that I paid my balance off shortly after. I 've been a Macy 's Credit Card holder for over five ( 5 ) years and have never carried a balance, with the exception of one or two late payments. However, even after learning of the late payments, I pay them off in full and never carry a balance. Therefore, I need this issue resolved ; I need a letter from this agency exonerating me from any and all balances base on the information provided, the notes on my account, and base on the representative 's that I spoke with. Furthermore, on XXXX XXXX, 2015 I spoke with XXXX XXXX ( XXXX ) who is a Macy 's Manager within the Collections Department located somewhere in the United States. After belittling and blaming me for this ongoing issue, XXXX XXXX ultimately brought my balance down to XXXX ( {$1.00} ). XXXX XXXX stated she would NOT provide me a letter exonerating me because this issue was my fault and she was already doing me a " favor ''. Although XXXX XXXX brought down my balance, she was completely rude and unprofessional

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