Consumer complaint received 2021-03-24 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
I am filing another complaint against Macy 's / DSNB as I believe their statement practices are unfair and deceptive. Compared with other creditors, this company puts far too much of the onus on the consumer to ensure that payment mechanisms are in proper working order. Furthermore, the statement notifications that Macy's/DSNB provides to their consumers are unclear and deceptive to the reader under certain circumstances. 

In my case, Macy 's / DSNB sent an e-statement generated on XX/XX/20 indicating that my attempted autopayment on XX/XX/20 was successful. The balance on my account was reflected as {$0.00} XXXX statement attached ). After seeing this {$0.00} balance, I was deceived into believing that my account was paid off, and therefore had no reason to deliberately return to macys.com/credit to review any further ebilled statements thereafter. 

On XX/XX/20, Macy 's / DSNB reversed my autopayment of {$54.00}, due to it inadvertently being associated with a closed bank account, yet provided no explicit notification that the balance had been added back to my account due to a reversal. While an email was delivered indicating that I had an account statement ready for review, I had no reason to believe a balance greater than {$0.00} would be on this statement. This is especially true, when considering that ( 1 ) no Minimum payment due, Statement balance, or payment Due date was included in the body of the email message and that ( 2 ) I made no additional transactions with my Macys credit account after the statement date of XX/XX/20. 

I learned my account was delinquent by a sudden drop in my credit score on XX/XX/20. When I noticed my score had dropped, I investigated on my own and immediately made a full payment of {$87.00} ( including late fee ) on the same day to bring my Macys / DSNB account current after learning it was the cause for the drop in my credit score. 

I have since tried many times to remedy this with Macy 's / DSNB through the appropriate customer service channels, but they have shown only rigidity, understandably operating strictly within their policies, even though they probably agree that this resulted in unnecessary damage to my credit score. I have always been a customer in good standing and I clearly demonstrated a willingness to make payment on this account in full and on time. Any reasonable person presented with all the facts in this case would agree that this was a simple mistake that could have been completely avoided had Macys / DSNB done a better job in communicating with me about the status of my account. I believe Macys / DSNB should implement new statement practices that ( 1 ) provide a written letter or digital message notifying consumers when a payment reversal occurs, and ( 2 ) include Minimum payment due, Statement balance, and payment Due date in the body of email statement notifications like other banks. 

To support my case, I am also attaching examples of email statements that I receive from my other creditors XXXX and XXXX XXXX. These creditors clearly demonstrate the Minimum payment due, Statement balance, and payment Due date in the body of their email messages. Had Macy 's XXXX Department Stores National Bank done this, I would not have missed the payment deadline. The right thing to do is remove the delinquency based on my immediate reaction to remedy the account when I learned of the issue. 

Do the right thing Macys Executive Office and save yourself a customer.

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