Consumer complaint received 2019-06-12
Company: CITIBANK, N.A.
State: TN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I incurred a charge of {$45.00} on my Macy 's American Express card which was due to be paid in XX/XX/2019. My account was set up to automatically draft my balance in full on the due date. The balance on my XXXX was statement was not paid by the bank ( rejected based on the information from the Macy 's AmEx website ). I was never notified by Macy 's American Express by email, phone or regular mail that my payment had been rejected. I had a paperless setting with AmEx where paper statements were not mailed, but only received by email. After the payment was rejected, American Express cancelled my automatic payments as well as my paperless statements without notifying me. From XXXX until XXXX, I never received a paper statement. My first notification that I had a past balance due including interest and late fees, which had been accruing since XXXX, was not until I received my XXXX statement in the mail at the end of the month ( statement dated XX/XX/19 ). By this time, I had 4 late payments and accrued interest since XXXX and my total outstanding balance was {$230.00}. I contacted Macy 's customer service immediately after receiving my statement. Macy 's agreed to waive 2 of the late fees, but not the interest or the remaining 2 late fees. I paid the remaining balance of {$150.00} on XX/XX/XXXX in order to avoid additional charges and interest but specifically told the customer service representative that I did not agree that I owed any interest or the additional late fees, but was making payment solely to avoid future fees and interest until this conflict could be resolved. The csr referred me to their credit dispute department to address the issue of my credit rating. I spoke with the credit dispute department at Macy 's and explained that I had not received notice of the fees and late payments and wanted them to correct this with the credit bureaus. I was told that they could not do that as they did in fact send me emails regarding my past due balance. In turn, I contacted Macy 's customer service a second time and re-confirmed that my e-statements were also cancelled in XXXX, so claims by the credit dispute dept. that I received emails were blatantly false. So it seems that the only means of communication in a situation such as mine was to be strictly by regular mail, which I did not receive until XXXX. As a result of Macy 's failure to notify me in a timely manner that my account was past due, my credit score was reduced significantly which I feel is 100 % due to the negligence of the credit card company. Additionally, they cancelled my card on XX/XX/2019, again without notification prior to the cancellation which also negatively affects my credit rating. The cancellation of the card was the same day the XXXX statement was generated, yet there was no indication on the statement that they would be closing my account. In fact, the statement asks me to pay the minimum payment by the due date of XX/XX/2019, which would further indicate to me that the card was still open. Despite the fact that have an exemplary credit record with Macy 's, they have refused to contact the credit bureau to rectify the situation. In my communication with them, it is clear that they have misrepresented the facts with their claims that they attempted to contact me in a timely manner.

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