Consumer complaint received 2019-09-10
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Items were purchased in store using a Macy 's Credit Card on XX/XX/XXXX in the amount of {$170.00}. 
Monthly billing cycle closes on the XXXX of each month. 

On XX/XX/XXXX a Late fee was charged to account in the amount of {$27.00} for late fee in which no payments were made within 30 days. 

On XX/XX/XXXX Iogged on into Macy 's online account and paid off the entire credit card balance which was based on the balance given to me online in the amount of {$170.00} to bring my account to XXXX which was immediately shown upon payment. At no point was there any indication of any additional fees that had been accrued/charged or even option to pay once account was listed as having XXXX balance. 

Knowing account was at a XXXX $ balance based on information specified on website on XX/XX/XXXX and given no notification that balance was not at XXXX at that time even though a late fee-charge had already been applied to account, I did not take notice of the next 2 statements that were only emailed out on XX/XX/XXXX and XX/XX/XXXX. 

Accrued late fees and interest built up from XXXX without any knowledge because late fee was not mentioned, specified, or even given option to pay during payment on XX/XX/XXXX. 

Late fees built up in the amount of {$100.00} consisting completely of compounding late fees and interest all of which I was unaware existed. 

Account went 60 days past and no attempt to contact me was made other than the regular monthly statements which showed no indication of a past due balance. It should be noted again that the billing cycle closes on the XXXX of each month, however the email stating that " Your monthly Credit Card Statement is ready to be viewed '' are set out 8 days ( XXXX ) after the billing cycles closes I checked recent invoice on XXXX and noticed that I had an outstanding balance which I promptly paid on XXXX in the full amount of {$100.00} which according to the Macys.com once again brought my account to XXXX. 

Yesterday XXXX I checked my credit report and noticed my credit rating dropped significantly and is all due to Macy 's not indicating there were additional money owed on the account when payment was made on XX/XX/XXXX. Furthermore, there was no option to even overpay on the account so at no time was I able to pay the full balance on the account on XX/XX/XXXX even though a late fee was charged on the XX/XX/XXXX. 

I spoke to Macy 's at length yesterday for around 2 hours and they told me that there was nothing they can do. According to Macy 's they were attempting to contact me via phone and mail but I received no such contact. There were many exchanges and at the end of conversation it was clear to see that they were being pretty irrational towards their position and not willing to help whatsoever. At one point, the Senior analyst told me that I should have waited until the XX/XX/XXXX to make a payment and not made one on the XX/XX/XXXX because the late fee would have been on my account by then which is tough comprehend from multiple angles. This is just one example of the numerous claims that Macy 's made that in the end didn't prove a point, except that I was wrong and they're right even though it wasn't proved whatsoever. 

Please contact me at your earliest convenience and I will gladly provide billing statements, call duration, phone records, etc. to validate my position and to show that Macy 's total lack of communication of an account balance is the reason why my account continued to be charged, went past 60 days due, and ultimately dropped my credit score for the first time in 5 years.

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