Consumer complaint received 2019-11-19
Company: CITIBANK, N.A.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
CItI is reporting incorrect information in my credit report after confirming fraud and took the steps to return late fees and the payments I made on erroneous charge to my account. They indicated that they would remove the resulting negative credit reporting but have not don so after repeated contacts with customer service. 

Background : I have a citi card since XXXX, the linked card accounts ends in XXXX old and XXXX new. 

I keep the account out of posterity because it is the first credit card I ever used. 

The account has a low limit and has had a XXXX  balance up until it came to my attention in XXXX that the account was late. I contacted CIti to learn about the lateness and the related fees, I paid the balance due and requested reprints so could better examine the charges. In addition, the account is never past due since I always auto pay from my bank if there is a balance. 

I requested a reissue of the bill and after reviewing the bill I realized that the charges and the resultant late fees were fraudulent. Citi launched an investigation and determined it was fraudulent. Citi subsequently refunded the late fees and removed the charges because during this time I paid the charges and late fees awaiting the reprinted statements. 

A call to Citi to check on status confirmed the investigation concluded and the representative informed me that she would raise an internal dispute to have the report corrected after I inquired. 

Since that time I have called CIti and spoke to 4 different supervisors explaining the situation all agreed that this was an issue. They attempted raise disputes internally on my behalf.. 

In addition, I filed two with XXXX  disputes. 

In my last attempt another supervisor again vowed to do the same and I am now fed up because I just received a notice indicating that they are not removing late payment. 

If my card was always XXXX balance and a fraudulent charge was added when I was not expecting any charges because of non use and that resulted in it being late, and I paid the fee while waiting for a reprint to minimize damage and Citi investigated and agreed it was fraud and refunded the fees, and reversed the charges as well. Why in the world is a late payment still on my report when I did not have a legitimate outstanding balance begin with? 

The Citi team continues to not view the full picture, they continue to believe the late payment and that subsequent fraudulent finding are not connected when they are. 

My concern is that Citi will raise my rates on my other cards, make money, and continue ignore the underlying issues and not revert the late flag from the credit bureaus. 

No one should have to pay what they do not owe and be further penalized with negative reporting when the company has already determined the original charges are fraudulent. 

Im writing this after speaking to the executive office, I was promised a letter or phone call explaining the reason for Citis position. I was promised correspondence by the XX/XX/XXXX and I called twice since then leaving my contact details and last 4 of the card reminding her that I was told by her that she ( XXXX XXXX ) would contact me.

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