Consumer complaint received 2020-12-30
Company: CITIBANK, N.A.
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
Hello, On XX/XX/XXXX, I realized we were not going to be able to make our payment by our XX/XX/XXXX due date. We were LATE with a payment ( 15 days, late fee was charged ) but not yet delinquent ( 30 days past due ). I wanted to figure out a plan before that happened to stop any negative credit reporting. I keep very close track of dates for that purpose and juggle payments around to make sure things are paid before credit reporting happens. After talking w/ a specialist, we agreed entering the offered COVID-19 relief program they were offering was a good idea. During this time, no payments were to be made and I was aware that interest would accrue and be added to my balance, which was fine. I was also aware that I was to pay the full balance due at the end of the program which again I agreed to. I was not looking to get out of our payment, I was just looking for a little more time. In agreeing to this, I was told that no ( additional ) late fee 's were to be added and no negative credit reporting was to be made which is why I wanted to get something in place. I was very relieved and I was able to make half of my payment on XX/XX/XXXX of {$200.00} so I was feeling pretty good about things. 
On XX/XX/XXXX, XXXX notified me that I had a credit change. I logged in and saw that Citibank had reported me as " over credit limit '' on my account. Well, when payments are not made, this happens but I was told during the period of XX/XX/XXXX ( when I entered the plan ) until the end of the program, no credit reporting was to be made as long as the account was not " delinquent '' - and ours was late but was not " delinquent '' on XX/XX/XXXX when starting the plan. It was not to become delinquent until XX/XX/XXXX. By then, again, we were in the program and I was promised no credit reporting was to be made. 
They lied - they reported me and my credit dropped. I went from " good '' to " fair ''. The sole reason I called Citibank and entered the plan was to AVOID negative credit reporting and they did it anyway. I would have never entered the plan and figured out another way to make my payment somehow. I called them XX/XX/XXXX and was transferred to a credit " specialist '', a supervisor, and she just said " sorry '' there is nothing we can do. She acknowledged that YES I had been in the plan as of XX/XX/XXXX, but because my account went " delinquent '' on XX/XX/XXXX, they reported me. 
I received a letter from Citi outlining my being in the plan and the terms CLEARLY state that no credit reporting was to have been submitted if this plan was in place prior to being " delinquent '' which mine was. 
This is horrible. Taking advantage and making promises to people who need help during this time. I was pro-active and reached out to them for help before our account became delinquent and they did this anyway. I have been a member since 1988. I will be reporting this to any and all places I can - local, state and federal agencies.

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