Consumer complaint received 2017-06-19
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have been a card holder of  a Macys Consumer Card sin  ce XX/XX/XXXX . In  XX/XX/XXXX , I was tricked into " paperless billing '' while I was making an online   payment on  Macys.com.  I always prefer that my credit card statements to be sent via mail because I will not make a payment until I know exactly what charges and fees have placed on my account, and online statements are typically a hassle to downloa d. Macys.com u sed deceitful methods to enroll consumers into paperless billing. By pre-selecting paperless billing on the " make a payment '' page of their website, it puts a undue burden on the consumer. If the consumer wants paperless billing, they should select that option their self, not have it selected for them. Prior to   XX/XX/XXXX , the Macys.com w ebsite auto selected " paperless billing '' prior to selecting " make a payment '' making it very easy to inadvertently select the paperless billing without the consumer initiating this request. I n  XX/XX/XXXX , there must have been a mistake in the system, because I wa s enrolled in paperless billing, even though I " un-selected '' this option prior to payment. The following  two month  s,  XX/XX/XXXX  and  XX/XX/XXXX , I did n ot receive my statement in the mail. In XX/XX/XXXX  , I logged into Macys.com and  noticed a statement f or  XX/XX/XXXX ,  I clicked on this statement but nothing would download or pop up. There was a technical issue wi th macys.com. In  XX/XX/XXXX , I ca lled macys to inquiry about my account statements and resetting my password. I was told by the representative that I should try again tomorrow because there was a technical issue with the log on system o f macys.com.  XX/XX/XXXX , I was able  to access my account and download my statements ( as stated before, I only make payments after I have verified purchases and fees on my account, and is my right according to Fair Debt Collection Act ) and I made a payment of {$250.00} to make my account up to date. I spoke to an agent about the how the technical difficulties  of macys.com an d unauthorized enrollment into paperless billing caused my delinquencies, and the agent refunded {$74.00} worth of late fees f rom  XX/XX/XXXX ,   XX/XX/XXXX   and  XX/XX/XXXX . I have co ntacte d macys.com to have the 90 day late marks also removed from my credit report, since my delinquency was due to an unauthorized enrollment into paperless billing by macys.com  which prevented me from accessing my statements, along with the technical difficulties of  macys.com t o reset my password i n  XX/XX/XXXX . Macys has refused to remove thes  e delinquencies from my credit report. Prior to  XX/XX/XXXX , when paperless billing was added to my account by macys.com, I never had a   delinquency. This 3 month period of online access difficulty with macys.com, was caused b y Macys pre selecting paperless billing without my consent and technical issues on macys.com for password reset. I was given an option to make an over the phone payment, but again, I never make a payment without verifying charges and fees on my account with a billing statement.

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