Consumer complaint received 2018-11-04
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I spoke with my credit card company on XX/XX/XXXX and setup Payments in the amount {$75.00} that day ( XX/XX/2018 ). Also setup reoccurring payments for every Friday in the amount of {$100.00} with the sole intention of bringing my account current and avoiding the account being closed. The payments that were successfully debited from my checking account on the following dates ( and amounts ). 
*XX/XX/2018 {$75.00} XXXX 1 payment of {$100.00} XX/XX/2018 1 payment of {$100.00} XX/XX/2018 1 payment of {$100.00} XX/XX/2018 1 payment of {$100.00} XX/XX/2018 2 separate payments of {$100.00} i also have received late fees in XX/XX/XXXXand XX/XX/XXXX after making all of the payments agreed upon as will a total of {$74.00} The original representative stated that if the payments were setup it would avoid the account being closed. I asked and confirmed verbally on a recorded call 3 times that if I setup these payments the account would not be closed. 3 times on that very call before i agreed to setting up such a large amount in such a short period of time. All payments were received and applied to the account successfully. The account was closed however the same day I made the arrangement even though I was advised that the successful completion would avoid that. 

Several times I have asked for a refund due to the false and misleading way that those funds were obtained. I would in no way have put aside {$670.00} dollars in less than a month in a have after my grandfather had passed away, my car was at risk of being repossessed if i was informed that this card was going to be closed. 

Myself and my Fiance XXXX have spoken to them on at least 6 occasions and given false or misleading information. We have been told multiple times that the funds were refunded due to the fact the account could not be reopened. 

finally this evening on XX/XX/2018 I spoke to a manager by  the name of XXXX. Unlike XXXX and several others she refused to provide and ID number. She implied that she was better than me because she had never been late on a bill. She showed no sign that the FDCPA and false or misleading business practices procuring the payments I had previously requested refunded played a role in funding her company. She spoke over my fiance, she implied multiple times that other representatives were improperly trained, lacked the knowledge to provide accurate information regarding my account and admitted on a recorded line that the very day that my arrangement was setup my account was also closed. 

I gave up everything to focus on this card, I wanted it to be the one shining light in my financial future that came from all of the financial hardship my life just handed me. Instead I am told that a representative can promise or say whatever they want, no one at that financial institution has to fix any of the lies, they can keep whatever money was given under those false pretenses and still talk down to me no matter how much I tried. 

I would like every phone call between myself and CITI ( XXXX card ) reviewed by both CITI themselves and a representative of the Consumer Financial Protection Bureau ( CFPB ). I may or may not contact an attorney regarding the potential FDCPA violations of false and misleading information. Per the FDCPA and past cases each violation can be {$1500.00} dollars and any actual " injury ''. Actual each representative can be held liable at the same amount as their employer as they are acting soley as a debt collector. 

Please review all the account documentation, all of the payments, all of the phone calls. No agent on the phone who is able to discuss an account with a consumer should be at a point that they could not know something accurate about that customers account. Agents should not be allowed to hang up on a customer who is doing everything in their power to resolve their financial obligation. No agent should be allowed to be rude to a customer who was mistreated or lied to by their company. We are customers. This is horrifying.

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