Consumer complaint received 2024-05-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a 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: MS

Complaint narrative:
I closed my business, XXXXXXXX XXXX XXXXXXXX in XXXX of XXXX. As part of this process, I closed my bank account, informed the XXXX XXXX XXXX XXXX XXXX XXXX, deposited the points from XXXX Bank, and closed that account as well. None of my business subscriptions were renewed because I canceled them or knew that all charges would go to the business card which would create a pause in the continuation of any software subscriptions, which renewed at the beginning of every month. These subscriptions included the webdomain, email, business phone, website. Additionally, I had moved from the address XXXX Bank and my business had on file. 

Somehow, the card remained open and XXXX ( The website host ) charged {$190.00} to the old business card. It is important to note that none of the other software vendors were able to charge my card. Any notifications of this transaction went to my old business email, which I did not have access to and would not check because the business was shut down. So, after 60 days of late payment, and XXXX not being able to get in touch with me because again, my business email, phone, and address had all changed, they proceeded to report the account delinquent to both my business and personal credit report. When my report was affected, I was notified by my credit report that it had taken a steep dive. 

After digging, I managed to trace it back to XXXX Bank and my old business credit card. I called XXXX immediately to find out what happened and submit a payment. After discovering what the charge was for, I told the XXXX representative about the mistake, how I had no statements from XXXX of XXXX until they started back up in XX/XX/2023, but online only. I also told her that I would like to dispute the charge and that I would be reaching out to the vendor so they could refund the amount. She told me that it would be no problem and they could get it taken care of. I managed to get XXXX to remit a refund for the accidental charge, so XXXX was paid, not only be my, but also by the refunded amount. I paid before the refund because the XXXX representative told me that it would help the situation to go ahead and pay as quickly as possible since the refund would take a few days to show up on their end. 

Thinking the situation was solved after confirming the XXXX refund, I did not think anything of it. My credit score continued to plummet the next month. Shortly thereafter, two of my XXXX Bank cards and one of my XXXX XXXX cards were closed by the bank. Both banks told me that " there was an activity not consistent with bank values on my credit report ''. I immediately contacted XXXX again, who apologized but informed me that there was no one to talk to in the credit department, so I would have to file a report with the business credit agency. After investigating there, I was informed that this was a personal credit issue, not a business credit issue since my business credit was closed when the business did. 

I proceeded to file a report with XXXX, XXXX, and XXXX XXXX. I signed up for a myEquifax account to keep a better eye on my score and track the report. It went to XXXX for the dispute and was returned and denied. 

While all of this was going on, I was attempting to file reopen requests with both XXXX and XXXX XXXX, as the drop in my credit limit, led to further drops in my credit score. There, I was also unable to reach anyone in their credit departments or supply any written materials or evidence of the ongoing dispute with XXXX. No requests to reopen have been granted and I am being told that my only option to reopen the accounts is to apply for a new card, thus losing all of my credit length of accounts and points. 

Today, I was finally able to reach someone at the XXXX XXXX department ( They do exist! ). After investigating, the representative, told me, that despite having full knowledge and records of XXXX 's inability to reach me, my immediate call and payment, and my efforts to secure a refund from XXXX, the payments were still late and that notices had been posted to my online account. They had received the revision requests from all the credit agencies and denied them. XXXX was firm on their evidence and informed me that there is such a thing as a courtesy credit fixe, but that due to the circumstances of their claim and federal regulations, XXXX would be unable to modify their report on my credit. 

And the XXXX refund XXXX received, was held in the account for XXXX months as a surplus. So they attempted to refund it to the closed bank account, which they new was closed, and then mailed the check. To my old address, which they know I am no longer living. 

This has been incredibly frustrating to try and navigate. At this point, I'm trying to exhaust all potential leads in a final attempt to fix my score and have my accounts reopened. Today I went back to my old online account to find some evidence. The account statements did stop in XXXX of XXXX then resume in XX/XX/2023. A single, digital notice was posted to my account in XXXX of XXXX that the autopayment had been rejected since the account was closed at my bank, but this was before I knew there was an issue. 

They have an email on file, but this wasn't even my old business email nor is it an email I have ever owned. I even tried to recover it on XXXX, but there was no recovery information attached to the account. I will continue to dig up supporting documentation to back up my side of the story and am happy to send it along!

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