Consumer complaint received 2026-06-15 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
I paid over the phone my XXXXXXXX XXXX bill for XXXX and XXXX. I have a recording from XXXX noting I paid it. I turned it into the BBB and XXXXXXXX XXXX didn't respond because I started getting collection cards. XXXXXXXX XXXX charged me the incorrect amount the only time I opened and showed there for this card. I do not have a physical card. I have told them this, so I can't pay online. So, I paid over the phone. They lied and said I did not have enough funds. I have a savings account that rolls to my checking if there is issues. I have a recording from XXXX noting this is not true. I have emailed XXXX and the Ohio Attorney General is trying to sort it out, but in the mean time my credit score is going down like XXXX points. If I pay again over the phone, they could just lie again. I will include the recording from XXXX. I ask for her name after I say good-bye. It is at the end. I think at the last minute to ask for it XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Monday, XX/XX/year> XXXXXXXX XXXX To : XXXX XXXX XXXX XXXX : Re : XXXX : XXXXXXXX XXXX XXXXXXXX XXXX XXXX, please find my response and new additional screenshot attached. Thank you for your time on Friday. I appreciate your expertise. XXXX Response to XXXX Headquarters : Thank you for reviewing my complaint regarding XXXX and the handling of my account and payment dispute. I am responding to Macys claims regarding an alleged insufficient funds issue tied to a payment I made by phone on XX/XX/year>, using check number XXXX in the amount of {$80.00}. I have evidence demonstrating that sufficient funds were available in my account at the time the payment was made. Specifically : I obtained confirmation directly from XXXXXXXX XXXX through a recorded customer service call shared with the Attorney XXXX XXXX XXXX Ohio. In the recording, the XXXX representative identifies themselves and confirms that if Macys had processed the payment correctly, the {$80.00} payment would have successfully cleared. XXXX further confirmed there were no insufficient funds noted on my account. Neither my husband nor I received any insufficient funds alert from XXXX. We have multiple accounts and over-withdrawal secured. The only claim of insufficient funds appears to originate from XXXX billing statements and correspondence, where they are then able to charge me additional funds. This discrepancy is significant because I do not possess a XXXX credit card that allows alternative payment methods. The only payment option available to me has been payment by phone. After this issue occurred, XXXX repeatedly contacted me seeking payment, but I am no longer comfortable making payments by phone due to concerns that the original payment was not processed properly by XXXX Additionally, I believe XXXX has been inaccurate and misleading regarding the original transaction involving the purchase itself. When my husband and I visited the XXXX store in XXXX XXXX near XXXX during the XXXX season, we were shopping for a XXXX tree priced under two hundred dollars and one tree skirt. The store did not normally carry XXXX trees and instead had returned inventory available. An associate used her phone to scan a tree from the back area and showed us a tree fitting this price. Both my husband and I are XXXX XXXX XXXX XXXX XXXX and we are highly attentive to pricing and numerical accuracy. However, the employee who finalized the checkout transaction was not the same employee who originally showed us the tree price. During checkout, I was simultaneously managing two children and adding additional holiday items such as ornaments and the single tree skirt. Shortly afterwardXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX resulting in significant missed school and medical care demands. Because of these circumstances, I did not immediately recognize the billing discrepancy. My concerns are therefore as follows : The purchase price charged did not match the price represented to us in the store. XXXX incorrectly reported insufficient funds despite XXXX confirming sufficient funds existed. Documented evidence provided to the Attorney Generals office. XXXX added additional charges and fees based upon an alleged failed payment that XXXX confirms should have processed successfully if entered correctly. XXXX failed to respond appropriately through the Better Business Bureau process. XXXX reporting and handling of this matter negatively impacted my credit score by more than XXXX points. I have provided documentation and evidence supporting these claims, including : XXXX account verification, Recorded confirmation from XXXX customer service, Macys billing statements referencing insufficient funds, Documentation regarding the resulting credit score impact. At this point, I am requesting the following remedies : Removal of all improper fees and charges associated with the alleged insufficient funds issue ; Correction of any inaccurate reporting to credit agencies and restoration of my credit standing ; Appropriate credit or compensation for the substantial time, stress, and financial harm caused by this matter ; XXXX or correction of the account in a manner that does not require me to continue making phone payments through a system I no longer trust. I appreciate your time and attention to this matter and respectfully request assistance resolving this dispute fairly. Sincerely, XXXX 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 monetary relief