Consumer complaint received 2024-02-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
XX/XX/XXXX. XXXX Macy 's XXXX XXXX XXXX ( managed by Citibank ) Macy 's XXXX XXXX Account Payments XXXX XXXX XXXX XXXX, KY XXXX RE : Old and New Macys/XXXX  XXXX XXXX XXXX XXXX XXXX Closed by MacysXXXX XXXXCitibank (? XXXX XXXX Ending in : XXXX Minimum Payment : {$0.00} Due Date : XX/XX/XXXX Current Balance : {$0.00} Available Credit : {$0.00} XXXX ) Opened by Macys/XXXX XXXXXXXXCitibank ( XXXX XXXX XXXX Ending in : XXXX Minimum Payment : {$1600.00} Due Date : XX/XX/XXXX Current Balance : {$5700.00} Available Credit : Not Available In the latter part of XXXX, we were called by a person who represented that she was a 'Macys ' representative. She did not clarify if she also represent XXXX XXXX or Citibank. 

She advised that there had been fraud on our account involving a XXXX transaction. We did not see this on our side, and we did not report such fraud ; we advised that we did not originate the charge, nor do we use XXXX. 

She insisted the account must be closed and a new account opened ; we were not given a choice. Thereafter, it was impossible for us to access the original account online to pay or otherwise utilize the card ; moreover, if we called, the issue of the supposed fraud hindered us from receiving assistance. 

Subsequently, for many months, we could not access the portal to see any activity or pay. Months later, one of the three entities above opened a new account. For a while, a balance was left in the old account and the autopayments we had set up covered payments due even with our limited access. Later, the balance was migrated to the new account, and we then did not have access to the new account. 

Fortunately, we had placed the payment on monthly autopay, and this has continued to pay the original account ( see the attached printout of payments since XX/XX/XXXX, the furthest back we could retrieve information online ). 

Recently, Macys proceeded to process a payment in the amount of over {$1900.00} dollars, which was not originated by us and was therefore attempted fraud. We advised our bank of this unauthorized withdrawal. The bank was able to confirm the monthly payments we had programmed and reversed the transaction. We advised the bank to accept the smaller payments. 

However, despite the ongoing payments, we continue to receive calls regarding payment. If, due to Macys insistence on having two accounts, any payments have fallen in arrears which we are not aware of, this intentional or accidental negligence should not penalize us. To our knowledge, Macys did not provide two sets of bills for these accounts, specially in view of the fact that the separate accounts were not created for quite some time and that our access to the portal was hindered. 

As we do not know who is actually taking these actions that seem to either be fraud or at best, mismanagement of our account, we are including all three entities in this CFPB complaint because mismanagement of our credit reporting will result in our inability to refinance our home, and we are facing a balloon mortgage in two months. 

Sincerely, XXXX XXXX and XXXX XXXX XXXX

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