Consumer complaint received 2022-05-25
Company: CITIBANK, N.A.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
Macys Credit Card XXXX XX/XX/XXXX Original Complaint Reference CFPB : XXXX Macys Account Ending : XXXX Account Opened : XX/XX/XXXX I Have had a Macys credit card for 1 year I have never had any issues making on time payments however due to the global crisis in XXXX, I experienced financial hardship. So to cushion the burden of my bills, I called Macys on XXXX XX/XX/XXXX, and requested for a credit increase, this was declined. On XXXX XX/XX/XXXX, I called to find out the status of my credit increase as the bills started to pile up. I called again on XXXX XX/XX/XXXX, then on XXXX & XXXX of XX/XX/XXXX, to confirm what my outstanding balance was, as I wanted to ensure that I could cover the minimum payment due. I called again and spoke to a representative on XXXX XX/XX/XXXX and I was told that I had incurred one late fee which was applied onXXXX XX/XX/XXXX. I requested that the late fee of {$40.00} and interest of XXXX cents to be credited to my account, as I was suffering financial hardship and needed the financial relief. The request for the late fees to be credited to accommodate my situation by Macys was granted. I then called back on XXXX XX/XX/XXXX to confirm that I had lost my job. On XXXX, XXXX & XXXX XX/XX/XXXX, I called to find out the minimum balances and why I had not been receiving any alerts from Macys to remind me when my payments were due, they reactivated the alerts and apologised. I again called Macys to update them of my situation as I was unsure if I could afford the payments at that time. 

The correspondence received from XXXX XXXX, Macys admin, letter dated XXXX XX/XX/XXXX, she failed to address the points raised within the body of my letter. I called XXXX XXXX on XXXX XX/XX/XXXX, to give her the opportunity to remedy the situation but to no avail she was regurgitating the verbiage in her initial response and appeared to be robotic in her response. 
This was disappointing to say the least. This situation has caused me psychological stress and I am extremely disheartened in how Macys have displayed no discretion not taking into account my personal circumstances and applying leniency, considering I had no prior payment issues they furnished this late payment on my account unlawfully. 

There are several violations that have occurred, that Macys needs to be held accountable for. The federal law protects consumers of which they have been in violations of. See below ; According to The Cares Act XXXX, the law requires creditors to report any account that has a payment accommodation applied to it, ( of which Macys granted me on XXXX XX/XX/XXXX ) as current, to the credit bureaus. The law states that an accommodation could be an agreement to make payment, to put a loan in forbearance, to modify a loan or to offer any relief. To protect consumers against being reported as delinquent, if they utilise these options, The Cares Act calls for creditors to adjust how they report accounts that have been modified. 

( 2 ) If the loan is considered delinquent ( past due ) when you make an agreement with the creditor, the status will continue to show as delinquent until you bring the account back into good standing. Once the account is brought back into its current state, the creditor must report the status as current to the credit bureaus. 

I expected that given that I had always had my account in good standing order with Macys the majority of the time, I expected them to act fairly and lawfully, knowing that the current economical climate has changed therefore the complexion of peoples situations need to be taken into consideration especially when customers are struggling financially, and mentally. Macys has a duty to provide some relief to consumers whom are facing financial hardship, however Macys have disregarded The Cares Act in this case. This situation could have been resolved over the phone, numerous attempts were made to communicate my financial circumstances. This experience has caused me financial strain and psychological stress. 

On XXXX XX/XX/XXXX, I was involved in a car wreck I was XXXX XXXX XXXX XXXXl. As a result this accident has left me in agonising pain and to make matters worse my car is totalled. I still have to attended hospital and doctors visits several times a week. Due to Macys late ' payment reported on my credit report, I was informed that I may not be granted a auto loan. Not being able to be XXXX  has XXXX XXXX, I can not apply for a new job, as i'm unable to get there and am in alot of pain most of the time. Even doing small errands means i now have to rely on friends and family. As a result, Macys have made my situation worse, this late payment was added unlawfully and has caused me significant financial damage.. 

Macys have failed to comply with federal protection of consumer rights. 

15 U.S.C 1681 section 604 ( a ) section 2 : It also states a consumer reporting agency can not furnish an account without my written instructions. 

15 U.S.C. 166 ( b ) a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any reason. 

15 U.S.C 1681 section 602 states I have a right to privacy.

15 U.S.C. 1691 ( e ) ( a ) Any creditor who fails to comply with any requirement imposed under this subchapter shall be liable to the aggrieved applicant for any actual damages sustained by such applicant acting either in an individual capacity or as a member of a class. 

15 U.S.C. 1681 ( n ) ( a ) Any actual damages sustained by the consumer as a result of the failure or damages of not less that {$100.00} and not more than {$1000.00} per violation. 

I have been very reasonable, fair, communicative and transparent and in light of this situation, I hope that Macys will demonstrate the same attributes and once again restore my faith in their company.

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