Macy 's changed bank servicers to CitiBank -when they changed their website changed. The website prohibited access for months. I sent numerous emails and no one responded. I called XXXX times in one day -- no one could explain the issue. During that 3 month period I had a XXXX balance. I then made a purchase in XX/XX/XXXX, and was sent a bill via email. The bill linked to the website that would not allow me to view my bill. I sent emails and logged a support ticket as I could not review my statement or see my balance or payment due. No one responded. I could not even access a payment screen. So I went into my old XXXX account and found an old macy 's bill and paid a minimum payment due of {$25.00}. I was called on XX/XX/XXXX and told I owed an additional XXXX and I had late fees. I asked how, and no one could tell me why-they told me different payment amounts that were received, different interest accruals, and refused to offer ANY insight into why the site was down, why no one would call, and how I could see my statement. They also could not answer whether the false late payments were reported to my credit. They should have been able to answer ALL of these questions. I was not permitted to even VIEW my statement. So, I disputed late fees as I did not have a balance and they could not provide any information on the balance, even one rep said she couldnt tell where a {$180.00} balance came from and transferred me to fraud, then I was left on hold for XXXX minutes waiting for someone in tech support to pick up. So I finally got access to my account, and nothing was updated, no late fees were waived. but the payment due on an incorrect balance of {$440.00} was {$95.00}. I had just paid {$25.00}, but they said I paid it too soon, and it would n't be reflected in the XX/XX/XXXX payment, which is illegal. So I paid another {$50.00} -- totalling {$75.00} in payments on a {$400.00} balance that should have been a {$350.00} balance. Then I submitted an email requesting they provide the new balance with the late fees waived because their system was not updated, they refused to respond -- its been 3 days. SO I log in today to see if anything changed, and the late fees were waived, but they demanded an additional {$45.00} -- They forced me to pay a total of {$120.00}. XXXX on a {$350.00} balance. Obviously this is a blatant violation of the CARD act. They have had ample opportunities over the last 90 days to cure their technical issues, to respond to my emails, to pick up the phone while I 've waited on hold, and they refuse to abide by the law. In turn, I 've suffered financially because of their intentional and willful acts, and negligence in behavior and communication. 
