Consumer complaint received 2024-12-02 00:00:00
Product: Credit card — Store credit card
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: KS

Complaint narrative:
I have been a Dillards cardholder for 9 plus years. Prior to XX/XX/XXXX, Dillards used XXXX XXXX as their bank for the processing of all payments for Dillards cardholders. On or around XX/XX/XXXX, Dillards changed banks and transitioned from XXXX XXXX to Citibank. On XX/XX/XXXX, I set up a payment to be made to my account in the amount of {$100.00} on XX/XX/XXXX. The payment was set up on the Dillards XXXX XXXX portal. I received email confirmation from DillardsXXXX XXXXXXXX that a payment was confirmed for XX/XX/XXXX. On or around XX/XX/XXXX, I received notice from XXXX credit bureau that a delinquency had been reported to the credit agency from my Dillards account and that the account was 30 days delinquent. I immediately investigated and found that the payment set up for XX/XX/XXXX had not been processed and that indeed I was past due at which time I made a payment for {$150.00} which was applied to my account on XXXX. Upon discovery after I had made another online payment under the new Citibank account, I contacted the Dillards Citibank customer care group and was told that they could see the payment was arranged but that since it occurred after XX/XX/XXXX, those payments were not processed. She additionally apologized for the issue and credited my account for the late fee and associated interest for the month and stated that Dillards/Citi would be reversing those delinquency notices with the credit bureau but it would take 30 days or so. I continued to monitor the situation and after about 30 days, I contacted Dillards for a status and was told that nothing had been done and immediately escalated to a Supervisor who offered to submit a dispute on my behalf. After not receiving any response, I contact Dillards again on XX/XX/XXXX and was told that Dillards had mailed a letter to me on XXXX ( never received ) requesting additional information ( proof of payment/bank statement, etc. ) which based on the situation nothing was ever deducted from my account due to the miss in processing by XXXXCiti . During that conversation it was suggested that I submit everything in writing and fax to the Dillards Credit Dispute department which I did on XX/XX/XXXX. On XX/XX/XXXX, my request was denied stating that I had not made a payment which factually is correct. On XX/XX/XXXX, I expended my documentation trying once again to explain that a payment had been set up in the portal and that due to the transition, it had not been processed by either XXXX XXXX or Citibank. On XXXX, I contacted Dillards once again and was told that once again my request had been denied. No changes would be made to the credit report. As a consumer I arranged the payment to be made in a timely manner according to my credit agreement with Dillards. I can not help if Dillards changed banks and that any payments whether auto or one time that were to occur after the transition occurred would not be honored. I can not be the only card holder that was affected negatively by the transition and per Dillards Citibank personnel that I spoke with originally, it was a known issue and that they were going to resolve for their card holders. Why would they have credited my account for the late fee and interest if they were not at fault. I am not asking for anything other that a removal of the 30 day delinquency from my credit history. In the 9 years I have had the account I have never been late in my payments. If the XXXX payment had been processed this would not be an issue.

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