Consumer complaint received 2019-02-05
Company: CITIBANK, N.A.
State: NV
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I have been a loyal customer of best buy and their credit card for over 10 years, never had a late payment in that time and had always paid the account in full. I had recently moved from XXXX XXXX to XXXX and had changed my email address and physical address in their system so that I would receive the bills. Unfortunately, I found that it was never changed and everything was being sent to my old email address and the bills were being sent to my old physical address. At this time, I was also having trouble logging in to their system and was trying to get that fixed. I called the company a few times and spoke to numerous people. I let them know that I had paid the account in full and set up automatic payments. I also had them change my address as well as my email address. I was then told by one individual that they would remove the late charge and gave me a number ( which went to nowhere ) to have the late payment removed from my credit. I called back yet again and spoke with someone who was less than helpful and treated me like a person that doesnt pay their bills. I asked to speak to a supervisor, he filled out a report and stated that it would be sent to a review board. I did tell him that one of his employees let me know that it would be removed from my credit report, that was not honored. I received a letter in the mail that my dispute had been rejected and that their reporting was correct. It seems as if none of the other issues were taken in to consideration. They stated that they would send my dispute on to the credit bureau within 30 days, however it was never sent. This is why I am writing this dispute now. I take pride in my credit scores and they have been in the 700s to 800s. I have had 2 mortgages, car payments and student loans that have all been paid on time. Now this has tarnished my credit report because they made a number of mistakes that they did not own up to. 

I reported the company to the XXXX XXXX XXXX, I received a letter from the company stating that the information was correct and that I should not have been told they would remove the missed payment from my credit report. They stated they had tried to contact me but my number had been disconnected. This is a fabrication as I have been using the same number for over 20 years and I never received a call from the company ( my phone number was also listed in the complaint ). They provided me a number to customer service if I wanted to discuss more, but I have already dealt with them. Nowhere in the letter did they acknowledge that they had the wrong contact information, including email, or that I had attempted to change it and it didnt register in their system. I feel that if they had those things correct I would have received notice that my payment was late and it would have been made before it became a missed payment. This was their issue and I feel like it has been placed unfairly on me. I was not satisfied that they were going to send to the credit bureau that I disputed the claim.

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