Consumer complaint received 2020-12-19
Company: CITIBANK, N.A.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My wife and I had a joint credit card account with Citi Bank / Citi Cards since XXXX. For over 4 years, we never carried a balance, we always paid early, we often paid twice per month, we sometimes paid {$50.00} to {$100.00} more each month resulting in a negative balance. There was NEVER one blemish on our account. However, in XX/XX/XXXX, I requested to close the account due to the annual fee. Subsequent to that request, instead of canceling, Citi issued a replacement card that we did not request. We never received a paper billing statement in the mail for the new card. We attempted to access the billing statement online for the new card but was unsuccessful. Only the old card was accessible online. Citi then transfer some automatic payments from the old card to the new card ( for XXXX and XXXX XXXX XXXX ). We did not request this transfer. We requested the card be canceled. We did not request a the new card. Without knowledge of the transferred automatic payments and without being provided with or having access to the billing statements for the new card, we were unaware a balance was due. As such, Citi assessed late fees and interest charges. We were unaware of these fees and charges as well. 

Over the course of the next 9 months, I spent a total of 38 hours on the phone explaining the situation over and over and over and over and over again to Citi. I had to request paper statements be mailed to justify the automatic payments. I paid the legitimate automatic payments. And multiple times Citi agreed via phone to waive the fees/late charges but failed to actually do so. Citi finally remove the inaccurate charges in XX/XX/XXXX. However, in the meantime, over the course of the year, Citi reported a delinquent account to all three credit bureaus. Both our credit scores dropped from XXXX to XXXX. Although Citi finally agreed the fees were not accurate ( by virtue of the charges being removed by Citi ), Citi still refuses to admit the damage done to our credit reports is illegitimate and Citi refuses to rectify the damage with the credit bureaus. 

My wife and I are closing on a home mortgage in XX/XX/XXXX. The lender is requiring signifiant fees of {$400.00} per month for Mortgage Insurance due to our poor credit. They are also requiring a much higher interest rate due to our poor credit. This will undoubtedly result in tens of thousands of dollars in additional money over the course of the 30 year loan because of the errors caused by Citi and Citis refusal to correct. 

We have been exceptional customers for 5 years. Review the file dating back to XXXX and that will be clear. In return, Citi failed to cancel our card as requested and instead issued a new card that wasnt requested. We were never able to access statements for the new card but gladly and promptly paid the legitimate charges once statements were provided. Citis errors will cause us signifiant financial burden that will impact us for the next 30 years total ten of thousands of dollars from a higher interest that will haunt us for 30 years due to a high mortgage interest rate due to poor credit. Not to mention the countless hours spent attempting to rectify this to no avail. 

Please send updated information to all three credit bureaus ( XXXX, XXXX, XXXX ) to fix the damaged caused by Citi and bring us back in good standings with these bureaus. 

Dates of Delinquencies Disputed : All delinquent and adverse dates in XXXX, including but not limited to the following. 
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. 

Our credit reports are showing 30 and 60 days lates for some of the months in XXXX.

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