Consumer complaint received 2022-03-29
Company: CITIBANK, N.A.
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Im writing to request that the errors on my credit reports are removed. This is in regard to a Macys/DSNB Citi Card ( XXXX XXXX XXXX XXXX XXXX, OH XXXX ). 

My credit reports show that this account status is Charge off and " CO '' has being reported monthly from XX/XX/XXXX though XXXX XXXX. This is an error. I confirmed this over the phone today with Citi Bank and they told me but the person on the phone could not help me fix it. 

I paid this account in-full with a zero balance via a cashiers check on XX/XX/XXXX. I confirmed this on XX/XX/XXXX over the phone and again today. 

My credit report should reflect this as being " paid-in-full '' as of XX/XX/XXXX and should not be reporting a charge off. 

Please help me fix this. This error has cost me thousands of dollars already and will cost me thousands more if it is not fixed quickly as I'm trying to close on a house in the coming days. 

For a full timeline : -In XXXX I was living in XXXX XXXX . I came home to visit one summer and I did some shopping at my local Macy 's where my godmother worked. I purchased just over {$300.00} of items, and I opened a Macy 's card to help my godmother 's quota that she needed to get. I used a store credit I got from returning some clothes as well as my debit card for the purchase. What I didn't know is that there was a balance left on the card of about XXXX 

-In XX/XX/XXXX I received letter in the mail from " Client Services '' saying I owed {XXXX} XXXX I contacted Macy 's at XXXX They told me the bill was 219 days past due They told they couldn't help me because the files are locked. 
They couldn't give any information including my account number or purchase information because the file has been sent to collections. 
I tried to transfer the call to Citi Bank ( XXXX ) which failed, because they were closed. 

XXXX I contacted Citi Bank Said they don't have anything on file for my social security number, Said to call back on Friday XXXX XXXX Contacted XXXX XXXX XXXX XXXX XXXX via citi bank ) Said they don't have anything on file for my social security number XXXX XXXX Contacted Client Services Told they have my account. 
Told me my current balance is {XXXX} Told me the original purchase was {XXXX} Macy 's on XX/XX/XXXX - This matched the date of a payment from my chase account Told to contact Macy 's at XXXX XXXX XXXX Contacted Macy 's Citibank Given a number to call back : Internal recovery unit : XXXX ( and then transferred ) Told my original purchase was : {XXXX} - Minus a XXXX credit XXXX - At that time I paid {XXXX} on my debit card -Leaving a balance of XXXX ( which doesn't add up ) Late fees and interest increased it to {XXXX} She told me she could reduce the balance to the original amount ( Small balance ) and it would take 3-5 business days She told me to call back after that and pay the bill in full. 
She told in order to request the debt be removed I should : - Mail : XXXX XXXX XXXX XXXX AZ XXXX Citibank ; XXXX. 
Note, name and call back number - Mail : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Attention Macy 's XXXX XXXX of everything with explanation Request to be removed my credit report I sent this right away, I still have a copy of the letter. They never replied to me. 

XXXX Contacted Macy 's Citibank Confirmed new balance of {$65.00} Told my original purchase was : {XXXX} Got address for payment XXXX Contacted Client Services ( XXXX ) XXXX Told they cant do payment for deletion XXXX Contacted by Citibank via email XXXX Account closed message appeared on my account XXXX Called Macy 's Citibank and confirmed that on XX/XX/XXXX everything was paid in full, zero balance XXXX Called Macy 's Card Services told me they can't help me and to instead to call Citi Recovery Department- XXXX Called Citi Recovery Department- Told they can't help me and need to call Internal Recovery Unit- XXXX -Called Internal Recovery Unit- They told me they could not help me and I should file a dispute.

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