Consumer complaint received 2023-08-03
Company: CITIBANK, N.A.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information is missing that should be on the report

Complaint:
I opened a Citibank credit card in XXXX. I have used it as my primary credit card since that time, and have used it as my sole credit card since XXXX. For the past few years, Citibank has failed to report my credit card -- which I have had for 26 years and have paid on-time for all of those years and in full for well over a decade -- to XXXX of the XXXX major credit reporting bureaus. While this was a minor annoyance in the past, I would now like to take out a home equity line of credit to replace my roof and fence. Because Citibank does not report my card, which would be the oldest trade line on my account and would have a sizeable impact on the percentage of credit available to me that I access ( it has a {$25000.00} credit limit. I use between {$3000.00} and {$5000.00} each month and pay that amount in full each month ), the non-reporting means that my credit file is thin and that my score is lower than it should be. I opened a new credit card XXXX months ago because I need something on my credit report. I was denied for XXXX cards and finally approved for XXXX with a {$2500.00} limit because my credit file appears thin and my score is lowered due to the non reporting of this longstanding, paid in full and on time, tradeline. I have called the credit reporting bureaus and they tell me there is nothing they can do. I periodically call Citibank and the customer service rep claims to escalate my concern to an " offline '' group that I can not talk to. Then, I get a form letter in the mail about a month later telling me that their investigation concluded that I can report my concerns about my credit to them at any time. This is not a solution. I need access to credit so that my house doesn't fall into disrepair and Citibank 's decision not to report my payments on this very longstanding card are hurting me. I'm doing what I can to build my credit but having a {$2500.00} credit limit on a brand new card isn't doing much. Also, the last time I called Citicard, the customer service rep offered to connect me with a XXXX who could discuss my credit reporting issue. He transferred me to XXXX. Which can not help me. When I contact XXXX, there are not human beings that answer their phone. I am able to go on XXXX 's website where I can giver permission to XXXX to link to my Citibank credit card to pull monthly payments that it alleges will improve my score, but even though they are going through my credit card payments and charges, they can not add my credit card to my file. I can not even with this. XXXX has staff who answer the phone, but they can not provide any information about how to fix this problem other than to call Citibank again, which I've explained is useless. This has been going on for years now, and it was kind of silly at first, but I now realize that it is actively harming my ability to function in society even though I have a well-paying job and decades of on-time payments. I am out of hope and ideas and am just waiting for the day that my roof starts leaking, damaging my home because no bank will lend to 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 non-monetary relief