Consumer complaint received 2017-05-26
Company: CITIBANK, N.A.
State: WA
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: Their investigation did not fix an error on your report

Complaint:
I purchased a rug from Macys.com on XX/XX/XXXX using my Macys credit card. In XX/XX/XXXX I received my first statement and the minimum payment was {$27.00}. I paid the {$27.00} over the phone using the Macys automated payment system on XX/XX/XXXX. I received a confirmation number. My XX/XX/XXXX statement arrived and it stated, XX/XX/XXXX PAYMENT THANK YOU with a {$27.00} credit. I missed the payment date of XX/XX/XXXX. I received my XX/XX/XXXX statement and it had additional late charges and a minimum payment amount of {$99.00}. I assumed that this was because I was late in XX/XX/XXXX. I paid the {$99.00} on XX/XX/XXXX. Around this time I attempted to refinance my home and learned that Macys had reported a late payment. I re-examined my XX/XX/XXXX statement and discovered that I was two months past due. It said that my payment from XX/XX/XXXX, the pay-by-phone check, had been returned on XX/XX/XXXX, and this did not appear anywhere on my XX/XX/XXXX statement. I contacted Macys customer service to see what had happened. They told me that my XX/XX/XXXX payment had been returned. They said they would remove the late charges as a courtesy. I thanked them but stated I wanted the late payment removed from my credit report. I was connected to the credit department where they informed me I had entered my account number incorrectly in XX/XX/XXXX and that it took until XX/XX/XXXX to report to me that the payment had been rejected. But in the meantime my account had become delinquent and was reported and there was nothing they could do. I called Macys executive customer service and spoke to XXXX XXXX. I stated my case again and she told me that Macys was not in error and that there was nothing she could do. I had entered my account number incorrectly. I explained to her that the automated system only reads back the last four digits of the account number for verification ( and those four digits were correct ). I stated this was a flaw in their system and she said that it was for privacy purposes and that it was still my responsibility to make sure it is accurate and that Macys was not in error. I made a good faith attempt to pay Macys in a timely manner in XX/XX/XXXX using their phone payment system. I received a confirmation number ; an XX/XX/XXXX statement verifying my payment had been received, yet on XX/XX/XXXX I was reported to the credit bureaus as being 30 days late. They were aware on XX/XX/XXXX that my payment was not accepted and I should have been notified on my XX/XX/XXXX statement. After examining the facts I think Macys is clearly in error. I  simply request that this derogatory mark be removed from my credit report. I ask for any assistance you maybe able to provide in resolving this matter.

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 monetary relief