Consumer complaint received 2019-01-26
Company: CITIBANK, N.A.
State: MA
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I have had a XXXX account since the year XX/XX/XXXX. According to my credit report it is in satisfactory condition as far as payments. On XX/XX/XXXX, I went to XXXX to make a purchase using my XXXX XXXX  credit card. At the time the sales person asked me if i was interested in changing my current level to a platinum level or a gold level for more savings and perks. I confirmed with her it was the same account just upgraded. She assured me it was. I received bills paid them. I one day received a letter that stated my payment was due and to disregard if payment was sent. Due to the fact a payment was sent I ignored the letter. I then received the actually bill which I had not received. I called XXXX XXXX and discovered there was two accounts at the same level, the account was not changed to a platinum or gold level. I expressed my frustration and asked to speak with someone regarding the matter. I was told over the phone that I should go to XXXX XXXX  and complain to the person who opened the same type of account and did not close the other one. At this point I felt it was beyond speaking to someone at XXXX XXXX. I then wrote two letters to dispute the problem and asked for the one that was opened in error by the person at XXXX XXXX to be closed in order to protect my excellent credit score. I received a reply back stating it was to late it was already reported, but I did not receive a response to the letter sent concerning the employee who opened the same type of account. The amount that was owed on the new account was original {$170.00}. I have been paying off total balances on the old account each time I have gotten a bill. The old account bill is mailed, due to the fact that a second was opened it appeared as if it was the same bill already paid. The second bill also did not seem to be mailed as often. ( So it appeared ) It is absolutely absurd to open the same exact account level when the original has been used and paid off without any issues. Due to the error on the part of the clerk whether it was done for her to gain a commission by having people open new accounts when they already had them. Or simple done due to human error it has effected my credit score and rating causing a adverse effect on my credit report. I wrote XXXX XXXX to assist with this matter of combining the accounts and coming up with an arrangement and trying to figure out which account is which, I received no reply. I have an outstanding history of paying my bills on time, I have the funds and the ability to pay off this bill and have. But I should not have to pay the late fee or have my credit damaged because of someone else 's error, which could be consider fraudulent behavior on the part of the sales clerk at the store.

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 monetary relief