Consumer complaint received 2025-01-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CITIBANK, N.A.
State: MN

Complaint narrative:
This is the third complaint I have filed concerning the matter of my credit report improperly accessed on XXXX XXXX XXXX, by a supervisor/manager of Macy 's American Express . The first complaint, Consumer Financial Protection Bureau Complaint ID # XXXX was closed by Macy 's , stating they agreed my credit report was improperly accessed without my consent by one of their credit department supervisors/managers, thus creating a hard inquiry on my XXXX credit file. As such, in their XXXX XXXX letter to me, they confirmed they would remove the hard inquiry from my XXXX credit file. According to Macy 's XXXX XXXX letters, the request to delete the hard inquiry was not sent to XXXX until XXXX XXXX. This means that nearly one week had passed before XXXX 's sent the deletion request to XXXX. In late XXXX, while working under the presumption that the deletion request was sent by Macy 's to XXXX on or around XXXX XXXX, I filed another complaint with the CFPB, because the hard inquiry still remained on my credit report. On XXXX XXXX, I received the attached letter from XXXX XXXX of Macy 's Executive Office. In the letter, XXXX says my second CFPB complaint ID # XXXX is a duplicate and that they already responded to me via CFPB complaint ID # XXXX. XXXX responded in XXXX, falsely advising me that they can not remove the inquiry because it's factual record, despite me sending them Macy 's letter that says they inquiry should be removed. There is no possible way to speak to a live human at XXXX to resolve this, and their responses to CFPB complaints are scripted and templates -- absolutely impersonal and useless responses from XXXX. XXXX 's assertions are FALSE that this matter has been resolved. XXXX was sent screen shots to show that the hard inquiry was NOT removed and still remained on my XXXX credit report from XXXX XXXX. I left a voicemail for XXXX at her direct line of XXXX on XXXX XXXX at approximately XXXX XXXX. As of this complaint, more than XXXX hours later, XXXX has neither acknowledged nor replied to my voicemail. As of XXXX XXXX, two months since Macy 's first agreement to delete the hard inquiry, it remains on my XXXX report -- and I have been denied credit line increases by CitiBank as a result of " too many recent inquiries, '' and this is the only inquiry I've made as of recent. Because of XXXXXXXX XXXX Macy 's and XXXX 's refusal to work together cooperatively and do what's right for the customer, I am stuck in the middle with neither company who refuses to budge, do their jobs and delete the inquiry as agreed. Both companies are using deflecting tactics to stall from doing their jobs. And if XXXX XXXX from Macy 's is refusing to respond, I would like that investigated as well. A screen shot of my XXXX XXXX XXXX credit report is attached, clearly showing Macy 's XXXX XXXX, 2024, hard inquiry remains on my report. This screen shot is directly from XXXX 's website, and I have circled the pertinent info on the screen shot so it's impossible to miss Macy 's and XXXXXXXX XXXX  errors. XXXX is knowingly responding to FCRA disputes with misleading, false and AI-generated responses, causing financial harm and damages to me and other consumers alike.

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 non-monetary relief