Consumer complaint received 2017-09-23
Company: CITIBANK, N.A.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I have an open credit card account with Citibank, and have consistently communicated to them that they have the wrong phone number on my account. The phone number listed has not been active for nearly 5 years. As seen in my log-in earlier today, Citibank continues associate my account with the wrong number ; as such, I am rarely able to access my account. Attached is an image showing the associated wrong number despite the corrective actions Ive done on a consistent basis to update my information with Citibank. 

My concern is that Citibank is inaccurately reporting a XXXXdelinquincy on my account. I have had good credit for the past 10 years, but Citibank recently reported a XXXX delinquency XXXX approximately {$260.00} XXXX and never properly communicated to this balance and failed to properly communicate to me even at the XXXX delinquency. 

I tried resolving this issue with Citibank immediately once I found out about a past due balance as I thought this to be an unfair representation of my credit. Ive never had a delinquency reported payment on my credit. Immediately after finding out about this past-due balance, the same day I made sure to make a full payment to ensure that Citi was paid in full. 

On or about XXXX XXXX XXXX my Citibank representative admitted to have called the incorrect number when communicating to me about the XXXX delinquency ; this was the same day I made a payment to Citibank. I also explained to the representative that this was not fair and that I have communicated numerous times about the number indicated was wrong. Despite my explanation and efforts to remedy the reporting, Citibank communicated to me that they would not reverse the XXXX delinquency. My actual payments posted on XXXX/XXXX/XXXX which resulted in my balance with Citibank to this day to be {$0.00}. 

On or about XXXX XXXX, XXXX Citibank representative confirmed that she had updated my correct information for my mobile/home phone number. I only have one number. Interestingly, when I log online, the phone number shown and associated to my account is still wrong. 

In addition, Citibank had stopped sending me paper statements and, instead they started sending e-statements. I revisited my emails and looked to see if I had received some warning or notification, but no XXXX or XXXX delinquency messages were found. On or about XXXX XXXX, XXXX, I verbally communicated to my Citibank representative that I would like to continue receiving my paper statements. 

As a result of this miscommunication, the incident worth {$260.00} negatively impacted my credit score and reduced this by approximately 100 points. I am hoping for your consideration in remedying this XXXX delinquency reporting, which I feel to be an untrue reporting of my actual creditworthiness. I truly appreciate your time and consideration on the 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