Consumer complaint received 2019-06-08
Company: CITIBANK, N.A.
State: LA
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:
In XX/XX/XXXX or early XX/XX/XXXX I was driving and a Sears rep contacted me to talk about extending my warranties for my appliances, meaning my XXXX Washer & Dryer, XXXX  Refrigerator and XXXX XXXX dishwasher all purchased from Sears. I agreed and requested an email or bill as could make no notes.

I attempted in XX/XX/XXXX to find out from various parties including Citibank, Sears Customer Service and others within Sears as to What amount I owed. I was going to have XXXX XXXX and was attempting to pay all bills and have never had a late payment reported. No one could give my any information what so ever about any of this.

PAGE 1-On XX/XX/XXXX I requested copies of all the warranties for my applicances. In another email I requested the cost be provided as well.

Page 2-3 Is Sear customer service saying they can not help me with the copies of my warranties etc but call someone at warranty.

Page 4-5-Are calls I made after the late pay trying to get people to remove as I never knew my total and never received anything with any amounts.

Page 6-My bill was late the XX/XX/XXXX and they sent me via US mail a letter dated XX/XX/XXXX I was late with a payment. Why they did not send an email or notice on my Sears account I will never know as I could have paid and not been delinquent. I paid on the XX/XX/XXXX when received and they posted on the XX/XX/XXXX. They then turned me over to the credit bureau for

my 3 days late past 30 days. Page 7 Shows my 3 payments of {$460.00} I made for over what was due and after calling everyone at Citibank and Sears I was told my bill was paid in full. PLEASE UNDERSTAND I STILL HAD NO TOTAL AMOUNT DUE, NO BILL WITH ANYTHING REFLECTING WHAT MY WARRANTIES WERE, HOW MUCH EACH ONE WAS NOTHING VIA EMAIL, PHONE OR US M
AIL despite all of my calling and emailing.

Pages 8-12 document my multiple attempts to obtain my warranties ( which have the cost on the bottom ). In response to my requests for a copy of warranties, I was sent receipts from the purchase of 2 of my appliances from XX/XX/XXXX and XX/XX/XXXX and no warranties.

Page 13-First Master Protection Agreement from Sears. Note no Balance and I have no clue if part of the renewal or not Page 14-Second Master Protection Agreement from Sear-Has the wrong Serial Model Number. This one has a Price, Taxes and Total but again if it has the wrong model I have no way of knowing if wrong or correct. I called and no one could give me proper info. This is dated XX/XX/XXXX AND IS THE FIRST AMOUNT OF EVEN A WRONG BILL I HAVE SEEN AND WAS TURNED OVER TO CREDIT BUREAU FOR MISSING A MAY PAYMENT.

Page 15-Third Master Protection Agreement Corrected and delivered XX/XX/XXXX after many calls and my giving them the serial numbers and correct model info Page 16 and a bill amount of {$530.00} Page 17 is where they listed an account I had 10 years earlier and was closed by Sears and transferred to Citibank card.

My position is I never received a total any invoice or any other paperwork reflecting an amount for the services until XX/XX/XXXX. Sears told my my bill was paid in full in beginning of XX/XX/XXXX. I don't understand how any reasonable person would think I was " 30 days late with a payment '' with this track record. My husband collapsed with a XXXX and XXXX XXXX XXXX and I have been consumed with his care.

This is the first attempt I have had time to follow up with my dispute with the credit bureaus. In my opinion the credit bureau disputes are a joke. They did not request any info from me, they did not talk to me and in short all they did was what Sear told them to do.

This is a shameful way to handle me.

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