Consumer complaint received 2022-12-08
Company: CITIBANK, N.A.
State: NH
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 was alerted by XXXX XXXX, XXXX and XXXX who monitor my credit on XX/XX/XXXX that Macys/Citibank NA was showing I was over 30 days past due for my XXXX payment. I have included what appeared on my online Macy 's account as well as XXXX emails indicating receipt of payment. 
My XXXX payment was due on XX/XX/XXXX. The balance was {$80.00} of which I returned {$24.00} for XXXX items on XXXX and another return for {$39.00} posted by Macys on XXXX. See statement from Macy 's ( Exhibit B ). I kept XXXX item costing {$16.00}. I made my payment for the balance due of {$16.00} on XX/XX/XXXX. 
Later in XXXX, I received my next bill indicating a {$29.00} late fee ( Exhibit C ). I contacted Customer Service and was told it was because I had not paid the minimum payment of {$29.00}. I explained I had not kept {$29.00} worth of goods and that I had paid the remaining balance for the XXXX item I kept in the amount of {$16.00} on XX/XX/XXXX. They did reverse the late fee however, they continued to state I was past due by {$12.00} ( {$29.00} late fee minus {$16.00} ) because I had not met their minimum payment of {$29.00}. I could not after several phone calls ever get anyone to acknowledge their error and I also was not going to pay for goods that I did not possess. 
Unfortunately, due to being on vacation in early XXXX, I forgot to make my payment on time ( XXXX time in years ) and as soon as I was alerted about this on XX/XX/XXXX, I immediately went online, paid the balance due, late charges and interest in the amount of {$100.00}. Of note, in this statement online they had a different amount showing past due which was the current late fee of {$25.00} ( Exhibit D ). They also stated I was now XXXX months past due. My payment was 6 days late as I had made my XXXX payment on time! 
It appears due to their error in not acknowledging my payment in full in XXXX, they reported me as not paying by the due date in XXXX by 30 days to XXXX and XXXX and by 60 days to XXXX. I WAS 6 DAYS LATE NOT OVER 30 DAYS LATE. I verbally asked them to correct this information on XX/XX/XXXX, however they sent a letter stating they would not do so ( Exhibit E ) dated XX/XX/XXXX. I then wrote to Macys/Citibank NA XXXX XX/XX/XXXX ( Exhibit F ) and detailed what had happened. They again would not correct their erroneous reporting to the XXXX agencies ( Exhibit G dated XX/XX/XXXX ). I asked in my letter to prove to me I had not made my payment in a timely manner in XXXX, however they did not do so. I closed my Macys/Citibank NA account on XX/XX/XXXX after being a cardholder since XX/XX/XXXX. There is a serious problem between what information is shared between Macys and Citibank. 
Their reporting has severely damaged my otherwise excellent credit score which was always over XXXX. I am including XXXX XXXX XXXX statement of my XXXX scores as well as XXXX 's score of XXXX on XX/XX/XXXX ( Exhibit H ). I also tried to dispute the erroneous information with XXXX and XXXX and in the end I was told that any changes would have to be made by Macys/Citibank NA .

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 non-monetary relief