Consumer complaint received 2019-08-23
Company: CITIBANK, N.A.
State: FL
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: Their investigation did not fix an error on your report

Complaint:
I was making payments on-time until XXXX and XXXX when I switched bank accounts from XXXX to Chase but could not update my online bank account information through the BestBuy Citi XXXX. I called to request a new physical card because that was the only way to login to the portal. Citi sent it to the wrong address. I called them before it was XXXX Delivered to ask if they could hold it at a XXXX Store but they said they were not able to do that. I updated them on my current address and the representative sent it USPS which took about three weeks to get to me. I was able to login to my account and setup my banking information. There were two late derogatory marks on my credit report but Citi removed one ( even though they have no record of this ). I have called, emailed, faxed, and disputed to the three credit bureau 's my case. 

The only response from Citi is that they acknowledge that there was returned mail and the XXXX was delivered to the wrong address but because it is not a " BANK ERROR '' they have no exceptions to remove this from my credit report. They said that their hands are tied and I have submitted XXXX disputes. Everyone was turned down because of it not being a Bank Error. I am so frustrated with the whole process and how they have not valued me as a customer destroying my credit and not even doing anything to look at this situation and say that this was completely mishandled. 

I called again today to see if they had an update from a few weeks ago calling and they told me that there was no " bank error '' again. I cant seem to get this term out of their heads and they will not look past it. The supervisor informed me to contact each of the credit bureaus and ask for a one time exception to remove this from my credit. They actually suggested this to me which is shocking asking me to tell them exactly what happened and to see that I have made no late payments on any other account I own. 

This has destroyed my credit and prevented me from buying a home. I think that Best Buy needs to step in on this and help me out. I think if you looked at my account you would see how loyal I have been to Best Buy for my purchases. Honestly speaking, I don't think I will ever set foot inside a Best Buy again unless this is fixed. I truly think that someone on your team can get to the executive level to make this case about the situation. 

One last thing, I was given an address to the Executive Response Unit for Citi Bank today to plead to them what happened from the supervisor. I don't feel that this should have been this difficult for something I had no control over. The supervisor on the phone blamed me for the credit card being sent via USPS. The first card was sent overnight via XXXX when I called to tell them it was being sent to the wrong address, updated them with my new address and asked them to send me a card. Because I did not specifically " mention I needed XXXX Next XXXXay '' they used the slowest and non trackable shipping method USPS. The case I am trying to make is that because I did not mention sending XXXX, I received the card three weeks later and thats when the late mark was put on my credit report.

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