Consumer complaint received 2015-12-06
Company: CITIBANK, N.A.
State: HI
Product: Credit card
Issue: Late fee

Complaint:
I been paying my Macy 's Star Rewards card on time every month for years. I would submit a payment weeks before the due date. My Minimum monthly payment was {$5.00} a month on a {$100.00} dollar credit limit since XXXX. Recently beginning in XXXX i received a notice saying i have a late payment with a pass due amount. My mind was puzzled so i called Macy 's credit card customer service and they said my monthly went up from {$5.00} to {$27.00} dollars a month. I explained to them that i did n't get any notice in the mail about the changes. They said they has a policy change so i asked what is the policy change and they put me on hold for a long time to get someone to answer that question. I got passed around to numerous representatives that could n't tell me the policy, was giving me different amounts on my bill. I was very frustrated! They even kept hanging up on me and being rude. Finally a nice and knowledgeable representative came on and helped me resolved this problem. The representative told me i was never late on payments also read the dates that i paid which was way on time before the due date. So she waived my pass due amount because i was never sent a notice on this policy change. I made a payment of my usual monthly but not the policy change monthly which was {$27.00} dollars due to not knowing. I was also upset at the previous phone representatives lack of knowledge, rudeness, and they blamed me for their mistakes. A phone rep told me " You made a payment on time but Macy 's applied it after the due date why is that? '' In my mind i was thinking, you should tell me it 's your mistake. Because of all those trouble i decided to close my account. So Macy 's closed my account and gave me a remaining balance of XXXX something dollars. A week later i received a letter from Macy 's dating XXXX XXXX, XXXX ( before my monthly due date XXXX XXXX, XXXX ) saying my account was closed and not to attempt to use my account and no further charges will be authorized. No statement was sent to me for my remainder balance. I called Macy 's credit on XXXX XXXX XXXX to find out i was charged a late fee for a pass due amount again. On top of that my account was n't closed. I called back the next day and they still demanded the late fee and balance amount. Also they were saying i did n't close my account. Later on after a long wait on the phone they admitted that last month they closed the account but they left it open. I asked why and got no answer from them. The phone rep just hanged up on me. How rude! So they said they was going to close it again but i still have to pay the late fee. The thing is i was never late and i care about my credit history and Macy 's is saying I 'm late. I have never had this problem with any credit card company just Macy 's, My account was supposed to be closed, they gave me the remaining amount over the phone then they went ahead and charge me a late fee for the month of XXXX and kept my account open. I feel Macy 's credit card should not give out not accurate info. to people, be a little more polite and caring, and stop trying to squeeze out some extra dollars from people. People want to keep a clean payment history and to put it was late when it was not, to me that is wrong. Macy 's should of closed my account and keep the remaining balance owed to them the same and not raising it with late fees.

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