Consumer complaint received 2024-02-02
Company: CITIBANK, N.A.
State: CT
Product: Credit card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
BILLING ISSUE - Macys Case # XXXX ( 1 ) The TOTAL BALANCE and MINIMUM PAYMENT DUE amounts displayed on my ONLINE statement ( under my online account when you click the Macy 's Credit Card menu option ) are different than the amounts shown on the HARDCOPY statement. This financial and system error has been experienced for months and the financial information displayed is not clear. This could result in payments that are " short '' and lead to payments that are categorized and reported as " late '' to the credit bureaus. This results in negative information being reported by the credit bureaus, decrease of credit, denial of credit. This system error and financial reporting should be corrected immediately. This is the reason why the monthly minimum payments I made in XXXX only satisfied the ONLINE minimum payment due and not the HARDCOPY statement ( minimum payment due ). The financial information being displayed could not be validated. 

( 2 ) Please advise which payments in XXXX and XXXX were considered " late '' or " delinquent '' by 30 or more days. Kindly let me know which XXXX and XXXX payments were reported to the credit bureau as greater than 30 days late. I have called Macy 's several times since XX/XX/XXXX to be proactive about shipping, billing, and credit issues with my account ; and to also figure out what my actual TOTAL BALANCE and MINIMUM PAYMENT amounts are. However, this information is still unavailable. I routinely get stuck on the phone for hours with your representatives. Most of the time the call gets disconnected and I am forced to call back and regurgitate the same information. I also reached out to their Credit Services and Executive Office teams in XX/XX/XXXX however I have not received resolution. 


My Issues : ( a ) My credit limit was decreased with Macy 's and other creditors ( Best Buy/CITI and Goodyear/CITI credit cards ) because of inaccurate and negative reporting submitted by Macy 's to the credit bureaus for my Macy 's account. The negative reporting submitted by Macys are due to system and customer service issues and not the fault of the customer. Macy 's inaccurately reported both late and delinquent payments in XXXX. 

( b ) My credit account was closed with other creditors, Best Buy/CITI and Goodyear/CITI credit cards, because of inaccurate and negative reporting submitted by Macy 's to the credit bureaus for my Macy 's account. The negative reporting submitted by Macys are due to system and customer service issues and not the fault of the customer. Macy 's inaccurately reported both late and delinquent payments in XXXX. 

( c ) My actual TOTAL BALANCE and MINIMUM MONTHLY PAYMENT amounts could not be validated over the phone or via email by Macy 's staff. 

( d ) In light of all the customer service issues with shipping, billing, credit, and call center conversations please advise if a credit can be applied to my account in the amount of $ XXXX as shown on XXXX 's XXXX statement and my CREDIT LIMIT can be increased back to the normal amount of appx {$6000.00}.

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