Consumer complaint received 2021-12-13 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I contacted Macys to make a payment in XX/XX/XXXX and was forwarded to an XXXX system where I provided my bank routing and account number. I believed the payment was complete after entering in all of my information. The purchase I made was after the billing cycle in XXXX and would have been on XXXX statement. I did not receive a statement in XXXX. I called Macys again and received notification that they had no record of my payment and I was assessed another late charge in XXXX. I went in to the store in XX/XX/XXXX to make a payment of {$80.00} because I lost faith in their telephone payment system. I called on XX/XX/XXXX to confirm the status of the account. I had learned that I was charged another late fee and the balance was now {$110.00}. They processed a name change to my married name, confirmed my email address and physical address. I never received a statement until XXXX. I went in store on XX/XX/XXXX and paid the balance off of {$110.00}. I noticed the late payment was reported to my credit report. I called today and spoke to a credit specialist to dispute this derogatory remark and was told that I didnt have sufficient reason to file a dispute. The agent explained that I received email statement to an incorrect email address that I do not have access to even though I have called to correct my email in the past and requested paper statements. I am unable to confirm valid billing cycles and payment due dates to determine the late fees, and credit reporting. I was transferred to the second supervisor and the Call went silent for several minutes. They did not drop the call but never responded to me asking if they were still there. I hung up after a few minutes of silence. 

XXXX Balance {$76.00} XXXX Late Fee assessed {$29.00} Balance {$100.00} XXXX Late Fee assessed {$40.00} Balance {$140.00} XXXX made an In-Store payment {$80.00} XXXX Late Fee assessed {$40.00} Balance {$110.00} XXXX I made an In-Store payment {$110.00} XXXX Balance of {$1.00} XXXX Balance of {$1.00} XXXX I made and In-Store payment {$2.00} Call History XX/XX/XXXX XX/XX/XXXX XXXX to report a spam caller claiming to be Macys ( XXXX ) XXXX calling to accept late payment XXXX Called to request to dispute the derogatory remark on my credit and was transferred to a credit specialist. The first AgenXXXX XXXX confirmed all of the information above and told me that City Bank was who they used for Collection Agency. XXXX was the Credit Specialist who had access to the Credit bureau and refused to file the dispute claiming I did not have a valid reason. She said she refunded one fee but was unable to remove the derogatory remark. She then transferred to another supervisor who stated that they are unable to change my email address and then went silent. Very unprofessional. The number I called was XXXX and was on hold for XXXX min before the first agent came on the line. Total call time was over 2 hours.

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