Consumer complaint received 2020-04-29
Company: CITIBANK, N.A.
State: CA
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: Problem with personal statement of dispute

Complaint:
I have been attempting to resolve this issue for months now. A derogatory mark was placed on my credit report by Macys Inc due to a late payment of {$8.00} that was due by XX/XX/XXXX. Ultimately, a payment was submitted by me on XX/XX/XXXX of {$12.00} ( {$4.00} interest charges ). The dispute is not regarding the {$4.00} but the lack of proper notification by Macys that a payment was due. I should have received a notification via email on XX/XX/XXXX that a new statement was available, I never received this email. Macys claims that an email was sent and that a paper statement is sent, regardless of paperless statements, if a payment is late more than 30 days, I never received this letter, but Macys claims it was sent. I only found out about this late payment via a 3rd party, XXXX XXXX, and I immediately paid the balance due. The reason for delinquency has nothing to do with financial hardship as the amount is nominal, but due to a lack of proper notification from Macys towards its customer. Ive called the credit department that pertains to Macys and I have gotten nowhere, I escalated the issue to upper management, and nothing has been done other than not agreeing with my assessment of the situation. I wrote in 3 packages to separate address headquarters in XXXX to explain the situation, Ive written in to the corporate office multiple times through the web portal, and most recently I filed a complain via the XXXX XXXX   XXXX  and I only received a letter denying my request and Macys not willing to accept responsibility. Essentially, this is my word against Macys because they claim everything was sent and protocol was followed. But again, this is not the case and it is unfairly hurting my credit score. The evidence that I have to support this is my credit worthiness, history, and behavior. Prior to this incident, I had a XXXX  credit score of XXXX and since then it has dropped to XXXX. Ive had multiple credit accounts in my 15 years of credit history that includes car loans, home loans, and credit cards and my credit history speak for itself. I have never been late, Ive never exceeded my credit limit, never spend irresponsibly, etc. I rack up more than {$2000.00} worth of credit expenses per month and every month it is paid in FULL and on time. Ive asked Macys to use common sense in this situation and realize that a late payment on such a small amount is completely out of character, based on my credit worthiness and payment history. Ive had the Macys card for 6 years and never have I been late ( nor any other loan, credit card, etc. ). Ive sent in documents to support this as well via email and via post and this does not see to be taken into account. Although Macys claims they sent everything, I can tell you that is not the case. Why wouldnt Macys realize this given my history? Why wouldnt Macys realize that perhaps even though they sent everything they claim the sent, that maybe I did not receive it? Mail is lost all the time in cyber space and via post. Why doesnt Macys give its loyal customer the benefit of the doubt especially when I prove that it is completely out of my credit history? At which point is my word accepted as true? If I were irresponsible with credit and my history showed this, that is another story and I would have no right to file claim after claim and dispute this derogatory mark. Clearly, this is not the case and I wish Macys would accept responsibility. I realize companies do not want to set precedents, and I understand that, but clearly, there is a problem here. Justice is not being served and Im wrongfully being hurt here. Again, I had to depend on a 3rd party to be notified. Macys did not properly notify its customer which is disappointing, unfortunate, and startling. This is small potatoes so not sure why I have to get to this point in order to resolve this problem. I've jumped through so many hoops and I'm continuing to do so all for an {$8.00} payment in which I was not properly notified. Enclosed you will find proof of my credit history and response from Macys with regards to the XXXX   claim. Macys is simply reiterating everything that occurred ( which I already know ) and is not helping. My credit history clearly shows that this late payment does not make sense.

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