Consumer complaint received 2024-09-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
Summary : My XXXX and XXXX credit reports correctly reflect my closed Citi credit card with 4 years of perfect payment history. My XXXX credit report does not. XXXX asserts forcefully and repeatedly that Citi has not reported this account to them, that an account that is missing from a XXXX credit report can not have its absence disputed through XXXX, and the servicing institution must take action to correct the issue. Citi has been unable to resolve this problem, which is hindering my ability to obtain a replacement credit card. 

XXXX of events : XX/XX/XXXX : After three weeks of attempting to update the legal name on my Citi credit card following a legal name change, Citi informs me they will not be able to update my legal name for at least another 14 days. I request my Citi credit card account be closed. More details on prior events are provided below. 

XX/XX/XXXX : I attempt to apply for an alternate credit card with XXXX XXXX XXXX- my application is denied due insufficient balances carried on existing revolving credit accounts. I immediately requested a credit report from XXXX to investigate whether the reason for this may have been inaccurate information on the credit report- this turned out to be the case. My Citi credit card account was not present on this credit report, either as an open or a closed account. 

I immediately contact XXXX and attempt to resolve this through XXXX 's dispute process - I am informed that this is not possible, that the servicing financial institution must correct the issue. 

I immediately contact Citi regarding this issue and am told that Citi has reported this credit card account to XXXX, with my social security number attached, and that the issue must be resolved through XXXX. I ask for an explanation of the incorrect information reported to XXXX, and an estimated time for the issue to be resolved, and neither question is answered. It is also suggested that the problem will resolve itself soon. Despite my skepticism of this claim, I wait a week. 

XX/XX/XXXX : I contact Citi again, repeating my requests for the issue with my credit report to be amended. Citi 's representative denies that there is anything that can be done. I demand to speak to a manager. The manager in question asserts that Citi has not updated any credit bureaus about the closure of my credit card account. When asked why the account is not present in an open or closed state on my XXXX credit report, the manager is unable to provide any explanation, but reluctantly agrees to file a technical support ticket. I ask for a ticket number or other identifying information so this ticket can be located on subsequent phone calls, but am told I can not have any identifying information about the support ticket. I ask how long this support ticket will likely take to resolve, and receive no answer. 

XX/XX/XXXX : I contact Citi again. The latest customer service agent asserts that there is no record of my conversation with either the frontline representative or their manager from XX/XX/XXXX. The customer service agent agrees to file a dispute and provides me a conversation reference number, XXXX. I ask how long this dispute will likely take to receive a response, and receive no answer. 

XX/XX/XXXX : I contact Citi again, asking for a status update on my dispute. I'm told they have no updates to share. I ask how long this dispute will likely take to receive a response, and receive no answer. 


Further information on my motivations for closing my Citi credit card account : On XX/XX/XXXX, I spoke to Citi customer service and was given a list of documents to provide to Citi by fax. I sent a number of highly sensitive documents by fax, with an appropriate cover letter, in an attempt to complete my name change with Citi. I attempted several times to follow up on the status of my name change request - each time I was given a different and contradictory status report from customer service, which are enumerated here in chronological order. 
- I was told that that it would take two weeks to process my request.

- I was told that my documents had been received, but that in some cases documents can take up to three weeks to process.

- I was told that it was impossible to tell whether my documents had been received- because customer service had no means within their power to contact the department that handles name changes, that no departments customer service could contact could contact that department either, and that I should wait an additional week. 
- I was told that Citi customer service did not have a fax number, so it was impossible that I had sent them any documents. 
- I was told that CIti had definitely never received my fax, and I would need to send all those documents again and wait an additional two weeks Regardless of whether Citi received my fax or not, the inconsistency of these responses indicates either incredibly insufficient customer service training, or customer service agents who are willing to say anything ( true or not ) to keep their average call time down. I could not trust a financial institution where either of these issues were present.

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