Consumer complaint received 2026-04-28 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: CITIBANK, N.A.
State: GA

Complaint narrative:
On or around XX/XX/XXXX or XX/XX/XXXX, I was contacted by Client Services in XXXX XXXX, Missouri, about my debt with my Macy 's credit card, which is handled through Citibank. I spoke to a representative named XXXX XXXX, and we set up a payment arrangement for {$50.00} a month, thinking that I would be paying {$50.00} a month going forward until the debt was satisfied. I made that payment that day and then was waiting to be debited on XX/XX/year>, for the next {$50.00}. I even saved the {$50.00} and made sure it was in my bank account to satisfy this payment. However, I received a letter a few days before the XXXX saying that they were going to debit {$200.00} from my account. On Monday morning, XX/XX/year>, I called the company to say that I do not have {$200.00} in my back account as I set aside the {$50.00} only. The money was set to be debited that day. I was unable to call them on Saturday or Sunday because their offices are closed. I spoke to the representative XXXX XXXX, the same representative I spoke with in XXXX, at Client Services, and she became combative, rude, and condescending. She actually attempted to lecture me about what happens " in life ''. I kept trying to reiterate to her that the purpose of my call was to stop the {$200.00} from overdrawing my account, and how I must have misunderstood the parameters of the payment arrangement we set up the previous month. She became very combative and her tone was very aggressive. She accused me of threatening her and for bankruptcy. She accused me of hanging up on her after the line went silent when I was talking. She was extremely rude. She kept on bringing up the idea that the XX/XX/year> call was recorded. I was willing to chalk it up to a misunderstanding on my part and accept responsibility and make a different arrangement. However, she kept on bringing up the fact that the call was recorded. The purpose of my call was to modify the arrangement and keep my bank account from being overdrawn. However, it seemed to me that she wanted to berate me. Eventually, she proposed that I pay $ XXXX. Again, I told her if I could pay that much, she would not be part of the equation ; I would just pay Macys on my own. She again threw out payment amounts that I could not fit in my budget. I reiterated my budget limit, and she asked how much more I could pay? I told her I would call her back after I reviewed my finances, and we ended the call. I reviewed my finances, and I felt most comfortable with the initial {$50.00} payment-certainly, I would pay more when I was able. Since the representative was so rude, it stuck with me. It was so disturbing that the representative had talked to me so carelessly and she was quite offensive. Therefore, when I called back later in the afternoon, I decided that I would ask for the transcript of the XX/XX/year> recorded phone call, and I was connected with a manager named " XXXX ''. I told him that I was concerned as it would make no sense for me to agree to XXXX XXXX/month payment. For my own peace of mind, I needed to know if I senselessly agreed to an arrangement I could not possibly fulfill. I realized that if the call was recorded, they would have a transcript that has what was said. XXXX refused to forward the transcript to me. Based on how XXXX XXXX spoke to me, it is not out of the realm of possibility that the agreement to pay the initial {$50.00} I agreed to was unilaterally modified by Client Services Incorporated or the agent of Client Services Incorporated. At the very least, the payment arrangement had not been articulated to me with clarity. I've lost confidence in this company based on how that representative spoke to me. I spoke to XXXX the manager. He said he would listen to the XX/XX/year> recording, he can't send me the transcript, but he would listen to it. When I called him this morning, and as expected, he said it was a good call. However, I can not take his word for it. I think that this company engaged in a classic " Bait and Switch '' practice. I have no way to prove otherwise as they will not provide the transcript. In addition, I am happy to pay my debt owed to Macys ; I would rather deal with a different collection agency than Client Services Incorporated, XXXX XXXX, MO.

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 non-monetary relief