Consumer complaint received 2023-12-04
Company: CITIBANK, N.A.
State: PA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
My Complaint : I am submitting this complaint against Macy 's AMEX/CBNA to address the mishandling of my previous complaint, Case # XXXX. The initial complaint concerned an erroneous late payment issue and its subsequent adverse impact on my credit score. 

What Happened : In response to my original complaint, XXXX provided contact information for XXXX XXXX ' and expressed willingness to assist further. However, despite my numerous attempts over the past XXXX weeks to contact XXXX using the provided telephone number, both direct line and extended line, all my calls went directly to voicemail. Attached is the response letter from AMEX/CBNA with this complaint for your reference. Also, I have the call recordings of my last XXXX attempts to call XXXX, that landed always landed on voice messages. Here, I will be mentioning my response to XXXX 's claims on her response in the letter she provided from my previous CFBP complaint. 

XXXX 's response to my CBNA complaint included the following claims : XXXX. Notifications were sent via email to my email address XXXX, but I did not receive any emails containing 'Attached Bank Statements ' or emails with any 'Payment Due ' information that specifies that I am late on my payment. I friendly and respectfully challenge AMEX/CBNA to show proof of such an email sent to me on my email address. 

2. Contact attempts were made to my phone number multiple times, but I have no record of any such calls discussing the missing payment or anything related to AMEX/CBNA. I friendly and respectfully challenge AMEX/CBNA to show proof of such phone calls, like call-recordings made to me on my number XXXX. 

XXXX Letters containing bank statements were sent to my mailing address. However, I did not receive them at all. As evidence to my statement, I want to mention that my Macys ' AMEX/CBNA credit card expired in XX/XX/XXXX, and I have not received a replacement since my last card activation in XXXX. I was recently on the call with AMEX/CBNA customer care, and they confirmed that a new credit card was mailed to me at my address, but I never received it. The AMEX/CBNA can verify this information on their records.

I was talking to the AMEX/CBNA customer care about this incident about a week and a half ago, and they seem to realise the error on their end. Hence, They refunded me the extra interest amount they charged me, about {$72.00}. I have attached the check they sent me to my address. I don't intend to put AMEX/CBNA on the spot, but I should mention that I received this check via mail, which happened after I made this complaint to CFBP. I have attached a scanned copy of the check from AMEX/CBNA with this complaint for your reference. 

Their realization of their mistake of charging my Expired AMEX/CBNA credit card while I have no active AMEX/CBNA credit card, and subsequent refund of {$72.00} from AMEX/CBNA, implies AMEX/CBNA 's acknowledgement of their error in reporting a late payment to credit bureaus.

I find it interesting that I didn't get any response from AMEX/CBNA, my calls landed on voicemail every time and I had to contact CFBP to get a lettered response after almost 2 weeks from AMEX/CBNA.

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 explanation