Consumer complaint received 2015-03-19
Company: CITIBANK, N.A.
State: WA
Product: Credit card
Issue: Late fee

Complaint:
I opened a credit card account with Macys in XX/XX/XXXX. The sales associate put my old mailing address from my license which I did not notice at that time because he did not ask this question of my current mailing address. I wait for my card to arrive in the mail for a month but I do n't get one. So I decided to give a call to their customer service number. I mentioned to the representative that I do n't have the card with me, but I like to make the payment and I confirmed my identity as was asked by the representative. she insisted that she ca n't take the payment till I have the card with me, so I reasoned that since I do n't have the card and I do n't know my payment due date, I will be late on making payment and then you guys will charge me late fee. she was not willing to tell me my due date, but agreed to take the payment after talking to some other person. after while she says the payment processing system is down and I should call back to make the payment. I call back in a couple of days again to make the payment and I am told that it is late now. I told them that the other day another representative was n't willing to take my payment and was n't willing to tell my due date, so how can I make the payment on time? After another month, I call back to make another payment and I repeat the same thing that I still have not received my card yet, but would like to make a payment and not sure if I am late on making payment. This time the representative tells me that I have missed the due date. She offers to verify my mailing address and then I tell her if my old address is on record. she tells me that this is the case of old address on record. she tells me that she will go ahead and update mailing address and send me a new card to that address and also wave the late fee because it was n't my fault. She told me not to worry about late fee being charged. I receive my card this month and I log into my account to find out that I am charged late fee in the last two months, so I decide to give them call again. This time the representative tells me that what do I want him to do even after explaining all the situation. when I ask him to reimburse my late fees because it was not my fault and I did my part to reach out every time. he says everything is being documented, but he can only reimburse {$18.00}. I said how is that possible since I was not at fault and I was assured of not being charged late fee. And when I tried to make the payment on time, the representative tells that their system is down. so I feel that they are using the deceptive practices of charging customers late fees under the pretext wrong policy of not sharing the due date even after verifying their identity and not taking the payment before due date so they can put the blame on the customers after the due date is passed. I am sure I will be vindicated if their recorded calls record is asked for as they will not share that with me. All I asking for is to wave those late fees as I was not at fault at all. Please guide me for the right remedy for this problem.

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