Consumer complaint received 2020-12-30
Company: CITIBANK, N.A.
State: MD
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I received my XXXX Macys bill showing a balance due of {$150.00}, due by XX/XX/2020. I used my XXXX XXXX online bill pay to initiate the payment of the full balance of {$150.00} on XX/XX/XXXX. The money was debited from my account on XX/XX/XXXX, and XXXX XXXX has indicated that the money was successfully paid to the vendor on XX/XX/XXXX. I received a mailed notice from Macys in XXXX that they had never received my XX/XX/XXXX payment, and that my account was subject to late fees. I called Macys approximately during the second week of XXXX and told them that I made the payment. I gave them the payment date and amount. They stated that the payment was not showing in their system, but I reassured them that I paid the bill in full. I received a phone call from Macys on approximately XX/XX/XXXX requesting that I make a payment. I told the representative that I had already paid the bill in full and that I already made them aware of this. They requested that I fax proof that the money had been debited from my bank account to XXXX. So I faxed them this proof ( including the screen shot from my bank, my name, address and Macys account number ) on XX/XX/XXXX. I received a phone call again at the end of XXXX requesting that I make a payment, to which I gave the same reply that I had already made the payment. Macys stated that I needed to file a formal lost payment dispute. They transferred me to another dept. where I again gave them details about the payment, date, dollar amount, my bank name, and routing and account number. I also re-faxed the proof that the payment left my account on approximately XX/XX/XXXX. On XX/XX/XXXX I received a paper letter from Macys saying that my payment dispute was still not resolved and that they had no record of my payment. I called Macys again and spoke to a customer service Specialist. I was told that I needed to have my bank fax them a payment transmittal form. I contacted XXXX XXXX in mid XXXX and let them know that Macys asserted that they never received my payment. Macys created an online bill pay case ID for this situation, and they faxed the payment transmittal to Macys on approximately XX/XX/XXXX. I received another paper letter from Macys during mid to end XXXX also stating that my payment dispute was not resolved because they have not received my payment. I also started receiving calls from Citibank ( on behalf of Macys ) during XXXX, where Citibank advises me that my account was unpaid and last due and that they were trying to collect payment from me. I explained to Citibank that I had a lost payment dispute in process with Macys because I had already paid the account in full back in XXXX. I called Macys and refaxed my payment proof for a third time at the end of XXXX. I received another paper letter from Macys with the same information that my payment had not been received. XXXX XXXX refaxed the transmittal approximately on XX/XX/XXXX. I still received numerous calls from Citibank in XXXX and XXXX. My calls to and from Macys provided conflicting information. Some Macys representatives told me that they had received the fax of my proof of payment and that I needed to wait 7 days for their system to refresh and remove all late fees and record the payment. On another call I was told I needed to wait 10 days, and on another call I was told I needed to wait 21 days. On some calls I was told that all the requisite proof was present and in my file, and on other calls I was told that whatever proof my bank sent was insufficient. When I asked what information was missing, the representatives told me that they could not answer that question, and that they had no contact information to the payment dispute document review department, so I was not able to get an answer to that question at all. On XX/XX/XXXX Citibank called me again requesting payment, and I explained that I had a lost payment dispute in process. This Citibank Representative told me that my account Notes stated that my dispute was closed for lack of payment as of XX/XX/XXXX. I told her that I just spoke with Macys on XX/XX/XXXX and they told me that dispute was ongoing and I resolved. She told me that I needed to call a Macys because her notes showed something different. I spoke to a Macys specialist on XX/XX/XXXX that stated that my dispute was still active, and that I needed to refax the information ( for what would be the FIFTH time now - since I already faxed the info 2 times and XXXX XXXX sent the transmittal twice ), and he told me that resolution to this problem could take up to 2 full billing cycles. I explained to him ( and countless other reps ) that I have been reaching out to Macys and providing everything and all documentation that was requested of me. I explained that I have been trying to get this resolved for over 3 months now, and that my credit score has taken a hit of approximately 100 points. I have literally done exactly what I was supposed to do, and I made the payment on time, and Macys has done nothing but provide me conflicting and inaccurate information and they have not resolved this matter.

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