Consumer complaint received 2021-12-07
Company: CITIBANK, N.A.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem with product or service terms changing

Complaint:
XXXX  Deletion As an aside of writing a very serious complaint toward Citi Bank, based on the constancy of very poor Customer Service from my personal experience and interaction ( s ) that includes representatives frequently transferring, long wait/hold times, and also very frequent disconnect call ( s ) /calls being dropped by the Customer Service Representative ( s ) I am formally requesting an inquiry and investigation. Below is a recent communication interaction. ( Noting that the first payment collection representative transferred me to a Customer Service Representative because he stated that he could not see on his end some of the specific communication points within my Account with Citi Costco Card. He could only assist me with collecting payment. The representative in whom he transferred was additionally unable to assist me with information and she disconnect hung up in my face. The information below is an additional communication inquiry ) XXXX XXXX XX/XX/2021 XXXX XXXX Contact Telephone Number Dialed XXXX No letter sentwe verbally notify you that your account is being closed. 

We typically do a similar action to show that your credit line was being reduced. 

XX/XX/2021 it mentions both ( closure and reduction ) letter sent to address on file Credit Line Reduction dont have anything showing the specific date. 

Credit reduction usually doesnt effect your credit Engaged in a descriptive scenario for clarity ( XXXX limit reduced to XXXX limit with previous balance definitely effects credit reported as gross negligence ) Transferred the call at XXXX ( XXXX XX/XX/2021 ) On hold until XXXX am XXXX I show that Decrease AND closure happened on XX/XX/2021. ( XXXX ) XXXX reduced to XXXX on XX/XX/2021. 

Click on the services Tab click on the Statements and Documents I clicked on the XXXX and XXXX tabs ( see attached ) Please make sure and identify with whomever you will be transferring me to that on your end you show that the changed happened on XXXX XX/XX/2021. Also describe the frustration of the previous customer service experiences along with not having been offered any FEMA nor Covid-19 ( CARES ACT ) services or aid. Also mention that as of today, it seems that upwards of 5 late payment ( s ) delinquencies and charge offs show ; this has a definitive effect on my credit. 

Put on hold XXXX Call disconnected at XXXX. 

In conclusion, I was not offered any services in regard to the Natural State of Emergency issued in neither Texas ( FEMA ) nor any Covid-19 ( CARES ) act services. It was concluded by 3 separate representatives from these communications - that the only information sent out via mail to the address on file happened on a Federal Holiday ( XX/XX/2021 ) and that this subsequently was the time when the Credit Reduction AND Account Closure occurred. Based on the online statements ( attached ), the confident statements made by 3 separate representatives prove to be false. Please advise.

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