Consumer complaint received 2019-11-27
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
Citi customer service agents have mishandled my account since XX/XX/XXXX. The below summary is what has happened to my account since XX/XX/XXXX to now. 

My actions XX/XX/XXXX I submitted disputed charge of XXXX dollars on the Citi Sears  MasterCard via website. I disputed the charge because I thought I was using a USPS website to do a change of address. Instead it was a fraudulent website and I was charged XXXX dollars. Citi keeps noting XXXX dollars when the credit card statement and all my submitted emails and letter note XXXX dollars. 

Citi actions XX/XX/XXXX Citi sends a postal mailed letter requesting more information about XX/XX/XXXX dispute that was filed. 

My actions XX/XX/XXXX I responded to Citi XX/XX/XXXX letter noting the same information in XX/XX/XXXX email with attachment of he USPS noting I was not using their website. This is when I realized somehow I used a fraudulent website impersonating the USPS from XXXX for online change of address request. 

Citi actions Date unknown Citi stopped my XXXX autopay ( of {$25.00} XXXX I had previous setup years ago sometime between my credit card closing statements of XX/XX/XXXX and XX/XX/XXXX. BOTH of these statements note YOUR ACCOUNT IS ENROLLED IN AUTOPAY. 

Citi froze my card so it could NOT be used. 

My actions XX/XX/XXXX I tried to use my credit card while shopping and found out it was declined. Very embarrassing. 

Actions between Citi and me XX/XX/XXXX Citi actions I used the Citi online chat to find out why. After a very grueling 1 hour call with a Citi customer service agent I found out that Citi cancelled my XXXX autopay without my permission that was setup previously years prior. Maybe because of the XX/XX/XXXX dispute filed. Because Citi cancelled my XXXX autopay the XXXX bill did not get paid like it normally would on XX/XX/XXXX. Then Citi froze my card. 

XX/XX/XXXX My actions On the above chat I had to reset the autopay back to the XXXX of each month like I did years ago. I had to pay the minimal payment XXXX to clear my card so I could use it. 

XX/XX/XXXX Citi actions Citi sent me a postal mailed letter saying they did not get a full response from me for the XX/XX/XXXX dispute filed. They listed XXXX dollars vs the XXXX dollars listed in my initial request on XX/XX/XXXX and listed on my credit card statement. Citi closed the dispute taking no action because I did not provide sufficient information. In my opinion I did and I sent them a letter via postal mail noting the same. 

XX/XX/XXXX My actions I emailed a complaint to Citi on the website to reopen my dispute case because I was charged by a fraudulent USPS website from XXXX. 

XX/XX/XXXX Citi actions Citi reopened my dispute initially posted on XX/XX/XXXX. 

Dates unknown Citi actions Citi slashed my credit from XXXX to XXXX sometime between my credit card closing statements of XX/XX/XXXX and XX/XX/XXXX. 

Citi slashed my Cash Advanced Limit from XXXX to XXXX sometime between my credit card closing statements of XX/XX/XXXX and XX/XX/XXXX. 

AND possibly it looks like Citi erased ALL my Thank you points I have earned since starting with this program in XX/XX/XXXX sometime between my credit card closing statements of XX/XX/XXXX and XX/XX/XXXX. The total points accumulated were XXXX as of XX/XX/XXXX. My account says that You have no eligible promotional balances at this time. I do not know what this means. 

XX/XX/XXXX XXXX actions I activated my new world credit cards. I use the credit card so I could receive my monthly medications. It was declined for insufficient funds. Very embarrassing again. I could not receive my medications for XXXX. I have no medications right now. 

I called Citi customer service and was on the phone for almost an hour. The Citi agents constantly put me on hold because Citi agents did not how to resolve. Then it was noted that my credit limit was slashed to XXXX. Citi agents could not explain why. This was why my pharmacist received the insufficient funds error. The Citi agents they can not take any further action to resolve. 

XX/XX/XXXX and XX/XX/XXXX I emailed two more complaints to Citi via website noting all the above issues that Citi customer service has done to my account and wanted all issues to be resolved so I can use my card like have been before XXXX. 

XX/XX/XXXX and XX/XX/XXXX Citi actions Citi replied to my complaints noting I have to call to discuss why the credit limit was slashed. I did that already on XX/XX/XXXX with no reasons. 

On XX/XX/XXXX Citi noted they are reviewing my dispute request for credit of XXXX dollars. On XX/XX/XXXX Citi noted they are unable to resolve my dispute of XXXX dollars and closed the dispute. Again all the paperwork I submitted is XXXX dollars. I feel I have submitted what the required information to receive a XXXX credit. 

Citi denied stopping my XXXX autopayment. Personally I know Citi cancelled my XXXX autopayment because credit card statements note that my account is enrolled in autopay. Also if you look at my payment history it shows autopayments completed on the XXXX of each month for years except for XXXX that Citi stopped. It shows my minimal payment of XXXX on XX/XX/XXXX so I can use my card again. Even my credit card statements say my account is enrolled in autopay and my next statement balance on XX/XX/XXXX is on autopay that I reestablished on XX/XX/XXXX. 

Then Citi noted that my statement with XX/XX/XXXX closing date notes why Citi slashed my credit and cash limits. The statement says I did not pay the bill. In reality Citi cancelled my XXXX autopay which has caused the additional havoc to my account. 

Citi noted they can not restore to credit limit. 

In summary Citi customer service has grossly mishandled my account. I have experienced the following. 

1 Citi supports fraudulent website transactions. Other credit cards companies would have immediately credit customer accounts for charges from fraudulent websites especially charges from companies who impersonate US government agencies. Citi will not credit my account from a fraudulent website. My dispute filed on XX/XX/XXXX is what ultimately started my account being mishandled by Citi customer service. 

2 Without customers not being notified AND not getting customers permission Citi does the following to customer accounts after a dispute is filed. My account shows these Citi actions. 
A Citi stops autopayments and blame customers for not paying their bill. 
B Next Citi freezes credit cards. Later customers find out when they use their card and their cards are denied and can not be used. 
C Customers have to fix their accounts online and reestablish was setup up years prior after Citi inappropriately and without permission changed customer account setup. In this case monthly autopay for the statement balance payments each month was reestablished by customer. 
D In the meantime Citi slashes the credit AND cash limits. Later customers find out when they get denied with insufficient funds. 

3 Finally it looks like Citi wipes out thank you reward points they customers build up over the years. And it looks like Citi took away available promotion points from customers too. 

4 Lastly Citi blames the customers for Citi mishandling of accounts. Customers are left to scramble to figure out how to pay their bills via credit cards that they replied on. Citi made it clear that customers are at fault when it shows in the customers online accounts that Citi agents are at fault. 

What has happened to my account needs to be reported to higher departments with in Citi who handle customer accounts being mishandled by Citi customer service agents. I am requesting this again now. I did the above summary to help with the overview. The resolutions I am asking for my account are. 

Credit XXXX dollars from fraudulent website. Done : Account credited but fraudulent company can recharge within 45 days ( by the end of XX/XX/XXXX ). 
Reestablish credit limit of XXXX. 
Reestablish cash limit of XXXX. 
Reestablish thank you points AND available promotion points that were taken away. As of XX/XX/XXXX it was XXXX points. In XXXX it was approximately XXXX. 
Stop cancelling customers autopay setup without their permission. 
I need my XXXX medications ASAP. I want to use my credit card to show a record of this transaction. I am not able to because my credit limit is too low. Done : Pay this bill by check now. 

Lastly this month, Citi sends me an application to sign up for a new rewards card with lots of points. BUT I can not get my current situation resolved?

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