Consumer complaint received 2018-05-17
Company: CITIBANK, N.A.
State: SC
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Hi, I was a XXXX 's cardholder sinceXX/XX/XXXX..I reached out to the bank concerning the disaster we had Hurricane Erma.I spoke to the bank on XX/XX/XXXX..the reps were giving me a hard time with the issue with me being a disaster victim..I reach out higher to the Corporate level with XXXX and I spoke to XXXX XXXX about the situation and he got sick.I spoke with XXXX XX/XX/XXXX..I was advised that the collection calls would stop being that the account was in the care of Corporate and I told her I didn't have my card it was lost ... XXXX   told me that I would receive a new card since XX/XX/XXXX.I didn't receive a card..I also told her about a check that the bank sent me and I never received the credit balance refund check.I was emailed a affidavit that I signed and send back to XXXX..she stated I need to fax it to the number on the paperwork after she told me to sign it and sent it back to her to forward to the correct department.I was trying to get my account on track with having a new card sent to me.I was told by XXXX that I needed to pay {$54.00} onXX/XX/XXXX I gave her my routing and account number to post the payment to my account..this is the same account I use to make payments with no issues..XXXX  advised me on XX/XX/XXXX that she was working with Citi about my account and this was since XX/XX/XXXX..I told her about charges I didnt authorized on the account and that I didn't have a XXXX 's card..on XX/XX/XXXX my account was closed..I was wondering why she told me about a payment five days before the closing of the account ... after she stopped the collections calls and fees..I started asking for her manager XXXX XXXX..I spoke to her a week ago and was advised that she would contact back early this week about having the XXXX 's account reopened with Citi..I called XXXX today and she was very rude and unprofessional with me ... XXXX stated to me rudely that I should've paid the account I told her I gave my banking info to XXXX to submit the payment and that with XXXX XXXX stopping the collections calls that she should've informed me at earlier time about a payment and about the account being closed onXX/XX/XXXX ... I was dealing with XXXX 's Corparate since XX/XX/XXXX and I didn't get no response from XXXX XXXX ... I hanged up and call her back again because I was expecting a call back from her since the phone got quiet on her end..I never received a call and I call back and no answer XXXX left her a voicemail..XXXX XXXX   demeanor was totally different from our conversation last week Tuesday.I been a cardholder sinceXX/XX/XXXX and I expected that level of XXXX 's to be more professional..I was patient sinceXX/XX/XXXX..the issue should've been resolve with my account still being opened.I emailed XXXX on XX/XX/XXXX concerning me speaking with the collection agency XXXX XXXX concerning the situation and the manager advised me that the calling would stop and that they got the account XX/XX/XXXX and that he will forward it back to XXXX 's XXXX since its dealing with a hardship due to a disaster and they won't call me anymore.Thanks

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