Consumer complaint received 2023-04-24
Company: CITIBANK, N.A.
State: AL
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:
On XX/XX/XXXX I contacted Macys and ask to make arrangements on my accounts due to being XXXX with XXXX. The representative that I spoke with said that they could help me and returned my payment that I had made on the account the same day to me and said that I was set up on a payment plan under a hardship and that my payments would begin the next month XX/XX/XXXX in the amount of {$71.00} a month. I was under the impression that my payments would start on the XXXX of XXXX since that was a month from the date that the arrangements were set up on.My normal payment was always due on the XXXX of every month. I didnt make the payment until around about the XXXX of the next month which was XX/XX/XXXX, which was for the {$71.00} a month payment that I was set up on, I got a letter in the mail saying my account was past due in the amount of about {$220.00} and some change, I called Macys and spoke with a representative and she told me to disregard that notice because she seen where I was set up on a hardship program. The next thing I know I m being reported to the credit bearu for being 30 days late on my Macys account. I called Macys credit department to tell them that they have wrongly reported me to the credit bearu being 30 days late on my credit report when in fact I had called them to set up payment arrangements after I had made an payment that was sent back to me on XX/XX/XXXX. I was told to start my payments of {$71.00} starting the next month which would be due on XX/XX/XXXX which I thought would have been on XX/XX/XXXX since that was the date the hardship was set up on.The representative looked up my account and said that the payment was due on XX/XX/XXXX and I told her that I thought that the payment was due a Month from the day that I set up the new payment arrangement and she replied No it would still be due on the original due date XX/XX/XXXX and I said ok but it still wouldnt be 30 days late if the payment arrangement was set to start the next month and the payment that I made on XX/XX/XXXX was returned to me from the First representative that I had talked to on XX/XX/XXXX had set me up on the hardship saying that he reversed the payment that I made and that my payments wouldnt start until the next month on XX/XX/XXXX which as I mentioned before that I thought it would be due on XX/XX/XXXX a month from the date I called and set up the hardship, that would only be XXXX weeks late not 30 days. I got another bill in the mail saying that I owed {$220.00} past due again and I called to let Macys credit department ( Citi Bank ) know that I was set up under a hardship plan and that my payments would only be {$71.00} a month which had already started in XXXX of XXXX, Macys wasnt communicating with staff that I take it. This problem has been on going since I set up a payment plan with Macys. Around about XXXX XXXX, XXXX I applied for credit and was denied and I got my credit report and it showed Macys department store ( Citi bank ) reporting me to the credit bearu 30 days late for the month of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I immediately called Macys once again to report my findings of inaccurate information being reported to the credit bearu every month on my credit report from them, I also told them that I have every bank statement for those months showing that my {$71.00} to Macys being deducted out of my checking account with XXXX XXXX XXXX XXXX being paid on time not XXXX  days late every single month from XXXX of XXXX thru XXXX of XXXX. I told the representative that I was mentally exhausted and tired of going round & round with Macy! s and that this was going to be my last time calling if I cant resolve the issue and that I would seek legal representation to deal with this matter if it cant be resolved. I never gave them an attorneys name because I hadnt hired XXXX yet because I was trying to resolve the issue with my account for once and for all, they sent me a letter requesting my attorneys name. The representative told me that she was sending my account up to the Presidential level and let them look at my complaint and resolve it, I spoke with a representative from the presidential department, I cant remember his name right off but he told me to send him everything that I had concerning my accounts, he gave me an email that kept rejecting my emails sent to him, I called and left messages but no ever returned my calls and I got a letter from Macys around about XX/XX/XXXX saying that they they werent going to change any information on my account and also they flagged my account with the credit bureau and that if I wanted my account to be unflagged that I need to give them a call.Ive been through nothing but XXXX since i been dealing with Macys and not to mention that I am XXXX of there ( Most Valued, Loyal Customers ) as they call it when you spend so much money with them with a good payment history.I feel I have been treated unfairly with Macy! s and they think that they can ruin my credit based off of lies because I have Solid Proof from XXXX XXXX XXXX XXXX that money was taken out of my account and paid on time to my account with Macys. I feel like Ive been bullied from this corporation and that they think that I cant do anything about it, Im reaching out to you all in good faith to assist me with this matter in anyway possible to resolve this situation. Thanks XXXX XXXX.

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