Consumer complaint received 2021-04-06
Company: CITIBANK, N.A.
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have been enrolled in paperless statements with citibank. The email I receive tells me that my statement is ready to be viewed and has me log onto the account to view the statement. When I log on to view my statement it errors out while I try to open it. This has been consistently happening over the past couple months. 

on XX/XX/XXXX I called Citibank to dispute charges on my account because I could not decipher how much I actually owed on my account. The Technician walked through each charge on my account but could not provide anything to assist with the issue that I could not view my statement nor could explain how much I owed at the end of each month to get me to the point of owing {$2000.00}, which was what was showing on my account. When I told her I could not access my statement she said yes you can you just push the view statement button, and I told her I could not view it and she said she has never heard of that happening before. I asked her if she could send me my statements and she said I have to view them online through the best buy website or she can mail them to me. I told her to mail the years work of statements to me but they did not send me the XXXX or XX/XX/XXXX statements even though it was sent on XXXX, which is when my XXXX statement was ready to be viewed.. 

On XX/XX/XXXX I had a fraudulent charge put onto my XXXX account and had to reissue my card. This put me on high alert for suspicious activity with my other cards. 

Now a month later I look into my account because I have a charge from XXXX that I did not understand. on XXXX I called and asked if I could file a dispute against the charge, and with this they closed my account and opened a new one. At this time I also enrolled in paper statements because I could not access my paperless statement It is now XXXX, and I went back into my account to see how much I owed. My recent activity is empty from XXXX - Present. On the XXXX statement it says that I owe {$940.00}. On XX/XX/XXXX I made a payment of {$940.00} to best buy which is showing as withdrawn on my XXXX Account. 

Currently my account says I owe {$1600.00} but my minimum payment due is {$0.00}. My account is saying the {$1600.00} is accounting for the {$940.00} from my XX/XX/XXXX statement. 

I called Citibank Again to go over charges to my account and dispute the fact that my account does not show and recent charges past the XXXX statement yet my current balance is {$1600.00}. the representative told me because I closed my account I can not view my pending transaction history. She also said I have a statement from XXXX yet I did not receive the statement email nor is it showing on my account. I told her I should be seeing my activity past the statement date, and she said it was because I closed my account I could not view the transactions. 

My Concerns : Why can I not see any recent account activity from XXXX - XXXX ( The day my account was closed )? 
Why is my payment to Citibank on XX/XX/XXXX not showing? 
Why if I am receiving my statements via email, are the statements not attached to my email? 
Why did the technicians not send me to a software Tech to troubleshoot why I can not view my statements? 
Why is it so dang hard to decipher how much I owe and why I owe those charges on their website?

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