Consumer complaint received 2018-03-19
Company: CITIBANK, N.A.
State: MD
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: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX, I opened an account with Citibank when I purchased a washer and dryer from Sears. They assured me that Sears would remove my old washer and dryer and install the new washer and dryer in my home. The sales associate was given my physical address for delivery and my PO Box for billing. When I was called on the delivery date before the washer and dryer were to be delivered, I was informed that the delivery did not include removal of my old washer and dryer and set-up of the new washer and dryer. At that time, I notified the delivery company that I would not be accepting the delivery. I then telephoned Sears and inquired as to what happened with the service I paid for with set-up and haul away. At that time, the representative from Sears informed me that the salesperson was new and didnt know that Sears doesnt provide set-up and haul away services, even though I had been charged for those services. I then went up to the store and they informed me that they would cancel the purchases and close the credit card account and there would be no fees. 
In late XXXX I received a credit report that showed a delinquent charge with an unpaid balance. This charge stemmed from my purchase of a washer and dryer at Sears. I telephoned Citibank and Sears to try to straighten out the charge but was unsuccessful in getting a resolution. In order to complete my closing, I was required to pay the {$300.00} delinquent charge and work through this dispute after the closing was completed. What I have discovered since that time is that Citibank was sending statements for the washer and dryer I never received to my physical address ( where I dont receive mail ). On XX/XX/XXXX, Citibank mailed me the statements for the account I closed on XX/XX/XXXX. These statements show that I was charged delinquent fees for not paying on the account starting with the XX/XX/XXXX statement, even my credit report showed that Citbank reported the account closed on XX/XX/XXXX. It appears I continued to be charged late fees and interest. 
I was expecting the amount I paid, plus interest be refunded to me immediately. I expected Citibank to send me a letter stating that this is not a delinquency on my part so that I had something in writing to show if I have any other issues with this dispute in the future. In addition, I was also expecting that Citbank clear up my credit by informing the credit agencies that I was not delinquent on the account and that an error was made between Sears and Citibank. Citibank has not cleared up my credit and despite attempts to resolve this myself with the credit agencies, the credit agencies have not accepted my dispute and revised my credit information.

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