Consumer complaint received 2015-08-24 00:00:00
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Creditor : Macy 's XXXX calls gives false information and collection department provides no transparency. 
Credit card holder since XXXX, I closed the account around XXXX because Macy 's illegally withdrew money from my checking account. 

I was past due for a XXXX XXXX XXXX payment and in XXXX XXXX I attempted to become current. I changed payment arrangements around and explained that I get paid with a paper check not electronically. The last customer rep ( with a strong accent ) I spoke to assured me verbally that I had till the XXXX XXXX XXXX to make partial payment and also arranged for future payments to be drafted from the checking account. Macy 's reported it late. I called their credit division to inquire:1st call - Customer Service rep. said I was late for two straight billing cycles. I explained the conversation with the customer rep and asked if they would pull the recorded call. He said they do not record calls. I asked to speak to his manager. Manager was absolutely unprofessional and asked why I missed the payments. My explanation was not enough. 
2nd call - to XXXX on the statement and spoke to a rep. ( with a strong accent ) she apologized and said I should not have been reported and connected me to credit division. Another rep. explained there was nothing they can do, their manager wrote " I did not pay because I had no money to my account. '' He also admitted that they do record calls but he does not have access to them3rd call - Credit division, rep. said if I would have made that partial payment before the XXXX I would not have been reported. Furthermore ; she continued to assist me with the rep ID numbers from the calls I made prior. She apologized for the miss-information I was given by the rep. in question. 

Also I tried on various occasions since XXXX to enroll in a hardship program via the XXXX provided on the statement. My income decreased, I wanted to continue making payments but needed help with lowering the interest rates. The reps. ( strong accent ) confirmed Macy 's does not participate in such programs. Well I get a letter from Macy 's responding to a BBB complaint I had submitted. Again they apologized for the inconsistency for the reps. and suggested I enroll in a program available to me if I am having financial difficulties. I called the XXXX on the statement and a lady with ( a strong accent ) said Macy 's does not have such a program. Once I referred to my letter, they placed me on hold and lady with no accent came on and was ready to help. I FINALLY found someone who would help and with professionalism. My interest rate went down to 9.99 % from the average 28 % and she changed my due date. Also min. payment was decreased. Had I received this help earlier, money would be saved with lower interest rate, it would have avoided stress and unfortunate 30-day late marking on the credit reports that I have to deal with.

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