Consumer complaint received 2019-12-19
Company: CITIBANK, N.A.
State: GA
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:
I recently pulled my credit report from all three credit reporting bureaus and found that an item which I had disputed with MACYS/DSNB ( the Company ) over a year ago is still being incorrectly reported to the bureaus. On XX/XX/2018, I sent correspondence to MACYS/DSNB, as well as XXXX, XXXX, and XXXX  disputing the incorrect information. I have enclosed copies of each of the three the credit reports I recently received. The facts surrounding the disputed item, are further described below. 

During XX/XX/2018, I used my Macys card for the charge account ending in XXXX in order to purchase one item in a Macys department store in XXXX, GA. The account carries promotional terms for purchases from time to time, and applicable interest owed on outstanding balances is billed monthly. 

From XXXX thru XX/XX/2018, I did not receive any statements in the mail billing me for my purchase per the hard copy billing option which I selected for this account. In addition, I did not receive any electronic copies of any bills during that time. 

During XX/XX/2018, I received a Macys statement in the mail which included amounts owed for my original purchase in XX/XX/2018 and additional late fees and interest which had accumulated since the purchase transaction. On XX/XX/2018 I met with a store manager, at the Macys department store of original purchase, and we held a conference call with a customer service representative to determine the reason why I had not received any bills for my initial purchase. During the call we discovered that my bill was being sent to an incorrect address partially consistent with my residence, but that address contained an error in the city of destination which was caused by predictive computer prompts. Based on the billing address error, customer service removed all penalties and accumulated interest since I never received a final bill for the initial charge purchase. 

The enclosed credit reports from XXXX, XXXX, and XXXX  are inaccurate because they reflect that my Macys charge account became delinquent starting in XX/XX/2018, although I never received any final bills or other notifications for any of the amounts which contributed to the total reported as delinquent, and Macys removed all past due penalties charged. Given that I did not receive proper billing notice for any of these incurred amounts, the charged balance was not yet owed per the credit agreement applicable to this account. The matter has since been corrected through the efforts of the customer service team and the disputed account was paid-off promptly upon presentation of a proper billing statement. In short, this matter was settled equitably through the efforts of Macys customer service team. Therefore, I requested that MACYS/DSNB remove all references to any past due amounts owed during XX/XX/2018in order to correct the information reported in my credit file accordance with applicable law and ethical standards and their own corrective actions to balance on my account. 

However, my recently pulled credit report indicates that a year has passed and MACYS/DNSB has been unwilling or unable to properly investigate and resolve this matter by contacting all of the credit reporting companies to have them remove the disputed item. Accordingly, I am now requesting that the Consumer Financial Protection Bureau assist me in bringing this matter to a final equitable resolution.

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