Consumer complaint received 2023-11-08
Company: CITIBANK, N.A.
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
We received your complaint. Thank you. 
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT i paid my account and then i requested payment plan in XXXX. They agreed with XXXX dollars a month, catch up plan. I was making the XXXX dollars a month and more monthly. In XXXX they reported my account past due delinquent and they offered another catch up plan before the delinquent report. I was making the new payment plan and paid over XXXX dollars, i was cought up with my payments and i reached to CITI Bank and spoke to someone name XXXX. She informed me that CITI Bank doesn't offer catch up plan or payment plans, and informed me that in my account, there's no record of me having a payment plan. I emailed them XXXX letters of proof for payment plan confirmation, after i sent them that i never heard back from them so i emailed again. They sent me another letter stating that they regret any inconvenience and that they didn't have any contact of a payment plan before XXXX XXXX XXXX. In the same letter at the bottom it mentioned that during there investigation into my concern, regarding unfair treatment we found no evidence of discrimination action, please note that CITI Bank dose not condone any behavior or practice which is unfair or decrement of any one. If i have any additional information for me to forwarded to address above that was provided in the letter. I've never had claim about that situation so i don't know what that is for. I replied to them telling them that i didn't know what they where talking about discriminator, I send them first later from XXXX of the payment plant and they never replied so i called today and spoke to XXXX from the XXXX response team. They acknowledge that i had a payment plan after i showed them proof, he said that he apologized for mis communication and didn't know why the other representative could not see payment plan information and that he would see what he could do, he would not promise anything after they where the ones at fault. Then they went and fixed my payment status on my account to paid as agreed, to no late payments. A few weeks later they changed the status to late, then back to current. I am not sure if this was some game being played, but to meddle with someones personal info as much as they were doing should be reprimanded. They sent me a letter stating that they will be updating my account to paid as agreed. They later changed their mind it seems and made so many unwarranted changes to my report without notifying me. This is pretty scary on how a company can just with a touch of a button report to a bureau on payment status at their own will without no such cause. They have backtracked and told me so many different stories, i was promised so many call backs and never received them. I called and asked to speak to the reps that i was dealing with and not a single rep would take my call or call me back as promised. This has become utterly disappointing and scary on how i can not trust a company that has my personal information and can change information without my consent and on the other hand is telling me something completely different. I recently received another letter stating that they are closing my account now, again none of this makes sense and i think this company needs to be investigated.

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