Consumer complaint received 2021-01-24
Company: CITIBANK, N.A.
State: PA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
XX/XX/XXXX enrolled in XXXX XXXX XXXX program. XX/XX/XXXX program began. 

SEARS ACCOUNT # XXXX XXXX XXXX XXXX In XXXX XXXX I approved a settlement for Sears # XXXX for {$5200.00} XXXX Balance was {$10000.00} ) however the funds were paid to XXXX XXXX XXXX not XXXX XXXX XXXX who was handling the collection the balance they reflect is {$11000.00}. 

XX/XX/XXXX I spoke to XXXX to inquire why my Sears account was showing up in my XXXX XXXX XXXX XXXX XXXX ) account status as Upcoming-Account not Ready whereas this account was settled on XX/XX/XXXX. 

XXXX escalated the discrepancy but suggested I obtain a paid in full letter from XXXX XXXX XXXX. I attempted to reach out XXXX  continuously the line was always a continue busy signal and XXXX could not provide any other number nor could I find one. 

XXXX XXXX I was notified via mail from Freedom Debt the {$5200.00} was deposited back to my XXXX dedicated account due to a Data Breech caused by a XXXX employee and a third party. 

XX/XX/XXXX I applied to refinance my XXXX XXXX, XXXX  XXXX XXXX only to find out the Sears Account was reflected on my credit report as charge off with a balance of {$11000.00} this caused me to not be able to move forward with the refinance until I am able to have the charge off reflect {$0.00}. 

XX/XX/XXXX I reached out to XXXX XXXX XXXX assisted me to again escalate the Sears account it was turned over to XXXX XXXX XXXX to resolve on my behalf. 

XX/XX/XXXX my husband and I were required to e-sign a POA for XXXX XXXX XXXX to act on our behalf to address the Sears open account issue. I was contacted by XXXX XXXX XXXX who advised me that XXXX XXXX XXXX advised XXXX XXXX that Sears was no longer collecting on the account as it was too old and it was charged off XX/XX/XXXX which is 14 months after the date I approved the settlement on Sears # XXXX which was paid to XXXX  fraudulently. My concern was does the Sears account now come off my credit report and I was advised I should wait 30- 90 days for it to come off the report and if not call Sears directly. 

I checked my credit report on XX/XX/XXXX only to find out Sears Acct XXXX was still reflected as charge off with the balance of {$11000.00}. When I contacted Sears XXXX I was advised the account was too old to collect on it was charged off XX/XX/XXXX and just because it was charged off doesnt mean they will report it as a XXXX  balance unless its paid. I explained as far as I knew in XX/XX/XXXX it was settled and explained the entire fraud issue. All she could advise was if I wanted a XXXX  balance to be reflected I had to pay it. Two addresses to send payment Citi Bank  XXXX XXXX XXXX XXXX, Az XXXX Attn : Payment Dept. Or over night Citi Bank XXXX XXXX XXXX, XXXX. XXXX, XXXX XXXX, XXXX, KY XXXX Reference my name ; last 4 of SS # and Acct # XXXX. She advised there could be no negotiation for a lower amount it exceeded the statue of limitation and even if I did not have XXXX remove this account from my program they would not be able to negotiate because it exceeded the Statue of Limitation. 

So because this account was part of a data breech this caused the Sears Account to no longer be able to be negotiated and XXXX never acted further on the account to resolve it even though it was part of the data breech all they did was deposit the amount of the funds they paid out to XXXX back into my XXXX dedicated account. 

The amount of {$5200.00} that was deposited into my XXXX account is still in the account I did not take the funds back. It is imperative I get this matter resolved so I can clear this discrepancy from my credit profile and be able to move forward with a refinance as was my initial intention until I learned about this issue. 

Please advise if you can assist me with this issue. I feel the " free '' legal counsel XXXX provided to handle this discrepancy did not act favorably on my behalf whereas they simply advised Sears stated they would not longer collect on the account it was too old and XXXX " free '' legal counsel advised me to authorize this account to be removed from my program and did not confirm the " charge off '' would be reflected with a XXXX balance on my credit profile just simply advised I had to wait for it to be amended on my report 30-90 days. 

I have attached documentation to support the information reflected above. 



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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