Consumer complaint received 2024-08-05 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: CITIBANK, N.A.
State: MI

Complaint narrative:
I received a letter dated XX/XX/XXXX offering a settlement on an account with Macys. There were two options on this letter ( enclosed ). Offer 1 was 3 payments of {$200.00} starting XX/XX/XXXX. Offer 2 was six payments of {$110.00}. I was unable to take advantage of this offer at that time, however I received another offer in a letter dated XX/XX/XXXX. Offer 1 was 4 payments of {$160.00} or Offer 2 two payments of {$310.00}. 
These payments were to start on XX/XX/XXXX. 
I logged into the portal on XX/XX/XXXX, however the terms in the portal were NOT reflective of the offer dated XX/XX/XXXX. The terms available to me were reflective of the terms of the offer letter dated XX/XX/XXXX. Despite this, I was eager to take care of the debt and I elected to pay 3 payments of {$200.00} with the first payment on XX/XX/XXXX. Second payment was XX/XX/XXXX. 
On XX/XX/XXXX, I received an alert from my bank that the payment was not processed because my debit card was not valid ( this card was stolen and I received a replacement card ). Realizing I hadn't updated the card on file with XXXX, I immediately called their offices to update the card so that the payment could be processed. I was then informed by the customer service rep that the settlement was broken and that he could create a new settlement. The representative was unable to explain how or why the settlement was broken as the previous two payments were successful and I was attempting to pay the XXXX XXXX on the date due. Then, after consulting with supervisors, I was advised that I didnt have an agreement at all. He further tells me that I selected the payment amount that wasnt part of the settlement, and I also selected the date due. I pushed back on this and he asked to give him to the end of the week to figure it out. 

He never followed, therefore I once again reached out to XXXX on XXXX XXXX and spoke to another agent who didnt understand why the first agent simply did not take the payment when I called. She indicated that she would reach out to the company ( I assume to Macy 's XXXX for approval and she would call me once this was obtained. She advised me to have the payment ready when that happened and I assured her that I would. I never heard from her either. 

After this, I sent a certified letter to XXXX ' office and note that it was received on XX/XX/XXXX. I have yet to receive a response to this. 

I called XXXX again on Friday XX/XX/XXXX and spoke to another agent who also was unable to tell me how or why my settlement was canceled. She also didnt understand why the first agent simply didnt take the payment. At that point I asked to speak to a supervisor and was connected to a man who was also unable to give me any answers on why my original settlement was canceled. He did offer a new amount of XXXX and while this materially is only a few dollars, the principle of the matter is that I should have been able to pay the original agreed upon amount and that it was not ok to first be unable to explain why my settlement was canceled in a matter of minutes and why I was asked to pay a higher amount initially. Given that the terms of the letter that was sent and what was reflected in the portal, I do not trust this company to deal ethically. I will also note that the phone call with the supervisor was abruptly ended ( unable to determine if he hung up or if the call dropped. I called back twice after that and each time the call 'dropped '' after giving my information and why I was calling. 

To date, XXXX has not attempted to follow up with a phone call and has not responded to my letter.

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