Citibank Credit Card Complaint

Citibank Credit card department,

Balance transfer Washington

Macys turned my account over to a collections agency however my current account is not nor has ever been over due. I requested a replacement credit card when mine was lost in the mail -/-/2015. When Macys sent me my new card they actually created a new account and did not sync my old account balance with the new one, I was not informed of this policy which I am told is for security purposes. There was a outstanding balance of - dollars on my old account that I was completely unaware of. I was getting statements for my new account and did not know that I had an old account that was becoming more and more delinquent. I never received a bill or a phone call regarding the old account. It is now reflecting on my credit report. My husband and I are trying to refinance our house and this is making it difficult. I spent 2 hours on the phone with Macys only to be shuffled around to - different departments who couldnt and wouldnt help me. I was told to call the collections agency even after they admitted it was an error on their end. I am currently taking care of my grandmother who has - and can not waste my time on the phone with collections agents especially when their is no error on my end. I need help dealing with this because I am getting the runaround and no one seems to know how to handle this. I have done nothing wrong other than trust that when I was issued a replacement card Macys would do their jobs correctly and provide me with my correct and current account information.