Consumer complaint received 2023-11-16
Company: CITIBANK, N.A.
State: TX
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: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I have/had 2 Citibank credits cards, both for over the years. My payment record is perfect. I lost my job over a year ago. We were in financial trouble. I always try and maintain relationships. In XXXX fo XXXX, we had an unexpected medical problem. It was hard enough not having a job. 

I knew I was going to be 2 ( TWO ) days past due on my Citibank payments. I called them to give advance notice and to assure them they would get paid. On that call I was told I was a GREAT customer, never late in all these years. That there was a grace period and I didn't even need to call them. 

I found out in the most humiliating way Citibank lowered my available credit on BOTH cards to about {$100.00} above whaw I owed. Prior to that, I had several XXXX dollars of available credit on both cards. 

Not having a job meant I did most of the chores including going to the grocery store. I found out the cut my available credit because both cards were declined. Just like in the movies, a line was forming behind me. I had no other way to pay. I pleased and apologized to the store clerk and XXXX. They know what customer service is, they allowed me to go home, get another form of payment and get my cart to the side. 

Needless to say I called Citibank and asked what they did. These exact words from thier agent, " Oh from time to time we check our customers and issue credit based on several factors. '' When I held her feet to the fire and she admitted it WAS BECAUSE I CALLED AND SAID I WAS GOING TO BE TWO DAYS LATE. THE PAYMENTS HAD BEEN MADE AND CLEARED MY BANK YET SHE HAD THE NERVE TO TELL ME MY ACCOUNTS WERE DELINQUENT. 

I asked for a supervisor and she would not budge. I found myself begging this woman for her help in putting my available credit back to where it was. She would not. It caused my wife and I great harm and suffering. 

We have an Exxon/Mobile card for 40 YEARS, NEVER A LATE PAYMENT. About a week after they cut my available credit my wife called and told me she'd been to 2 company owned Exxon 's and both at the pump and inside at the register her card was declined. The card had nearly a zero balance. There was no risk of us going over the limit for my wife filling up her car!

Of course I called Exxon furious. The agent seemed very confused and she asked me if I had two Citibank cards. I asked her why that was her business and that when I found out Citibank does Exxon 's credit cards! I asked her point blank if they closed my account. She said it appeared closed, was confused and flustered. She asked me to hold and put a supervisor on the line who told me, " there must be a problem with the card readers, your account is in good standing!? '' SHE WAS THE FIRST OF MANY LIARS I'VE HAD TO DEAL WITH.

WHAT THIS AMOUNTS TO IS EXACTLY WHAT I SAID, CITIBANK PRACTICES PREDATORY LENDING, AGE DISCRIMINATION, RETALIATION AND DISHONESTY.

If anyone else has experienced you should talk to your attorney or look for one to tell this too. This is so illegal, we are looking at Civil and Criminal charges. 

XXXX XXXX XXXX

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