Consumer complaint received 2024-02-04
Company: CITIBANK, N.A.
State: CA
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: Their investigation did not fix an error on your report

Complaint:
I havent been using my Wayfair credit card for a long time and out of the blue, I was notified that a transaction of XXXX} was made under my account from XXXX XXXX on XX/XX/XXXX. 

I called Citi, the credit company for Wayfair to reverse the charge as it was fraudulent as I havent used my card for a long time and dont have the physical card with me anymore and the support agent told me that they will reverse the charges. 

On XX/XX/XXXX, I was charged again by the same vendor XXXX XXXX for the same amount XXXX I also found out that they have charged late fees on the XX/XX/XXXX transaction of {XXXX Turns out, they never reversed it. I called their support and asked them to reverse these charges as these were not made by me and I also asked them to close my account to prevent these from happening again. 

On XX/XX/XXXX- they charged me for late fees of XXXX plus XXXX minimum charge fee. They never reversed anything in my account when I have repeatedly asked for them to reverse any charges that were made in my account. I asked the support agent to reverse these and I was promised that they will fixed it. 

The same thing happened in XXXX XXXX- they also charged me XXXX} late fee plus XXXX minimum charge. But didnt found out until XX/XX/XXXX where I was notified through my XXXX account that my Citi Wayfair Credit Card has been flagged delinquent for 90 days and that my credit score has decreased from XXXX to XXXX which has been really frustrating because I have called multiple times, asking them to reverse the charges from my account. I have been communicating to them from the beginning and then they flagged my account as delinquent which made me question their process. Are they not flagging accounts with reported fraudulent transactions in them? It must be straightforward that because I flagged those transactions as fraud then Im not liable for those therefore my account shouldnt be flagged as delinquent.

I spoke to an agent around December 20-30, 2023 and she finally reversed fees. The only problem I have now is my credit score. And so I also asked her if she could submit a report to credit bureau stating that what happened to my account stemmed from a fraudulent transaction and that my credit score should not be impacted and it needs to be adjusted back to score XXXX. 

Around XX/XX/XXXX I received a letter from XXXX stating that my account with Wayfair is accurate and that they are not adjusting back my credit score. This is not fair my part. Wayfair agents have acknowledged that they made an error but their investigation says otherwise and that report information is whats feeding into the credit bureau. I am not sure how are they reporting my case to their investigation team. Are they leaving notes of the issue? I feel like there is a disconnect between the agents and their investigation team. I personally think Citi Wayfair Credit is not taking my case seriously and their investigation team is not looking into my account thoroughly. I reached out to them on XXXX XXXX and their agent have acknowledged my issue and that he submitted a report to fix my credit score but I received a letter from Wayfair saying that based on their investigation my account is accurate and so they are not doing anything to fix my credit score. I am not sure which part of my account that is accurate they are looking into. At this point I am so tired with all these back and forth and want to get ahold of their upper management to fix this. 

I worked hard all my life and been responsible to my finances. I am on time with my payments. I never had late payments and this incident and experience I had with Citi/Wayfair card has been so frustrating. 

Its not fair that I am being affected when its their fault of not updating my account on a timely manner as requested. Its so hard to get ahold of someone in Citi Wayfair Credit Card who can expedite the request for me. Their support chat is not working. I had to call multiple times and get passed on to different departments. They have neglected my request to reverse my charges on time. They kept saying that they have reversed it and that I will need to wait on the next cycle to reflect in my statement when in fact the next time I check, they never truly reversed or fixed anything. 

I am writing this to report them and get help to have this expedited. I dont want this to happen to anyone, I know there people that are working so hard to pay their bills on time. I believe I have the right to dispute any errors on my account and I will advocate for this until its fixed by Citi Wayfair Credit Card.

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 monetary relief