Consumer complaint received 2020-03-27
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX I was a victim of Fraud in which a tenant who was renting a property I own filed a FORGED DEED claiming he was the owner of the property with XXXX County. The tenant did so in order to avoid eviction after he fell months behind in rent. 
XX/XX/XXXX I filed suit against the individual who filed a Forged Deed and committed identity theft claiming ownership of my property at in XXXX Texas ( XXXX ) in the XXXX District Court of XXXX County. 
XX/XX/XXXX Multiple retained attorneys advise me and notify XXXX ( Mortgage Company ) of the pending lawsuit and forged deed. Additionally, I was advised to not make payments until the litigation was resolved as I stood a chance to lose not only the monies I had in the property but additionally any more monies I put in or paid off related to the property. 
XX/XX/XXXX Tenant moves to sell property with the FORGED DEED claiming title but XXXX XXXX who they were trying to use to close the property will not close as they find pending litigation on the property. Tenant then proceeds to find another Title company in XXXX Texas to do a remote closing a week or so later and the property is then sold by tenant to a new buyer through XXXX XXXX XXXX. Tenant falsely misrepresented to the title company that he is the owner and there is no litigation on the property ; the title company did not do their due diligence which resulted in the tenant proceeding to sign my name and use my SS # and other credentials thereby committing another case of forgery but this time an additional charge of identity theft. Proceeds of nearly $ 30,000+ were taken out and my outstanding mortgage loan on the property was paid in full by the buyer through the title company. Clean title was not given as litigation is still pending at XXXX County and set for trial in XX/XX/XXXX. The buyer was aware of this when they decided to take the risk and change to another title company after XXXX told them there was pending litigation and they would not close. 
o The judgement on this case should be in my favor due to the forgery committed that allowed all of this to happen. The property title will be corrected and the last clear chain of title when I purchased the property in XXXX will be recognized as true and correct. I will then move to evict the current occupant through the sheriffs office. That individual will then have to go to the title company and move to sue the tenant who has committed all of these crimes and I am not a party to that suit or any of the other suits involving the title company, mortgage company, etc. 
XX/XX/XXXX {$13000.00} payment made to CITI through CITI website to reduce utilization down to 30 % and improve credit score 40+ points in order to secure a HELOC to borrow against 350k+ Equity in my primary residence at and use that line to eliminate remaining revolving debts. 
XX/XX/XXXX CITI reduces my credit line by {$13000.00} on that account. I cancel additional payment of {$15000.00} on another CITI account and begin to seek answer from CITI on decreased credit line on the first account and what can be done to fix this issue. 
XX/XX/XXXX I speak with supervisor a CITI ( Kentucky location ) who advises me to cancel my payment through my bank to CITI as it has not posted as he tell me he is unable to cancel it on the CITI end. He then escalates the matter and sets up a call with Presidential Department ( CITI ) to discuss keeping my line of credit open and allowing me to explain why my credit score fell ( at no fault to me ) in hopes of keeping my credit line and repairing my credit given I have had 10+ years of flawless credit history with CITI . 
XX/XX/XXXX I call and speak with another representative who confirms I have a spot to be called by the Presidential Department. I ask if there are any locations I can do in and see a banker and there are none in Texas or surrounding states. We hang up with the understanding that I will receive a call to have the option to discuss my situation. 
XX/XX/XXXX Representative from CITI Presidential Department calls and leaves a voicemail. 
o I call back no answer, leave voicemail, proceed to call her 14 times and leave 2-3 voicemails over the next couple days with no call back. 
I call CITI and leave a message for them to have contact me. Citi Reference Number :  XXXX XX/XX/XXXX I receive a notification email that payment was returned unpaid. I knew this as this is what I was instructed to do by CITI employees on both XX/XX/XXXX and XX/XX/XXXX in order to discuss my options with the Presidential Department and potentially have the ability to my credit line. 
I log onto CITI website and see that something is wrong. I immediately see that both my CITI accounts have been closed. 
I contact CITI looking to speak with yet another American Supervisor as I still can not reach the Presidential Department. I speak with a gentleman with CITI in Arizona who informs me that because my account has been closed there is nothing he or I can do until I receive a letter in the mail explaining why my account was closed. He does tell me the credit line was reduced due to a credit pull but he thinks the line was closed due to the returned payment. 
o Mind you the returned payment was an additional payment as I had already paid another payment earlier in the Month. I have since made another payment for {$1000.00} and {$800.00} to each of my accounts with CITI. 
XX/XX/XXXX I call and finally get a chance to speak with Presidential Department ( had been trying to reach since Monday XXXX XXXX ) and she has to notify me that I no longer can make the request to keep my line and now have to make a request to reinstate my line. Asks me to resolve my credit dispute before doing so in hopes that she can restore my line after the dispute is corrected. 
o Problem : She doesnt realize the closing of my accounts maliciously and in bad taste by CITI will have more adverse effects on my credit. Likewise, the reason for doing so is due to someone fraudulently signing my name and forging documents in order to avoid eviction which had massive effects on my credit. 

In short : I have a whole lot more information if CFPB would like it. 
1. My attorney sent notice of pending lawsuit to XXXX ( Mortgagor who needs to fix false reporting ) 2. XXXX Responds with Modification to loan 1. Breakdown in Modification Docs ( I have these docs for CFPB, also sent to CITI ) 3. Modification Payment made in full ( overpaid ) 4. 2nd Modification Payment made in full ( overpaid ) 5.  My attorney requested for XXXX to become party to pending lawsuit related to title on and want for declaration of property be awarded to me. This would ensure their position of securing their security note by way of my deed. Remember, we are in litigation over forgery of a deed claiming I removed my interest in the property to the tenant. 
1. Another payment was not made as XXXX as they refused to join the suit and notify the court to have the property awarded to me which would secure their own note. They said they did not have an attorney and would let the court rule accordingly. Mind you, another payment was not due as I was overpaid on payments so I was not forgoing my payments just not making additional payment. 
2. Moreover, the mortgage company reported that I made no payments in XXXX through XXXX but the transaction but not only did I make payments but I made additional payment to fully cover all three of those payments. This is the issue we are having with XXXX on top of the litigation related to the suit on proper title. 
CITI did not even give me the opportunity to discuss and has caused further damage to my credit and ability to get out of this mess. I had a plan and they have destroyed that plan through being unethical and malicious.

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