Consumer complaint received 2021-04-08
Company: CITIBANK, N.A.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have tried to work with Citi Bank to rectify an error regarding incorrect credit reporting on my credit reports. They are sticking to their stance by submitting false statements regarding the situation. 

This matter stems from a {$170.00} payment that was 28 days past due. I called in to make that payment and was told that there were programs that could lower my payments if I qualify. 

If I had went ahead and made the {$170.00} payment on XX/XX/XXXX instead of entering into one of their programs, my account would not have gone over 30 days. 

However, XXXX XXXX XXXX at Citi Bank sent a letter stating that one of their reps told me that the {$170.00} would not keep my account from reporting over 30 days and that statement is false. I know for a fact that if the {$170.00} had been paid on XX/XX/XXXX, my account would have been current at that time. 

They are fighting my request to remove the negative over 30 credit reporting instead of acknowledging that throughout both recordings, I can be heard clearly stating that Im only concerned about my account reporting over 30 days. I can be heard saying that I was having financial difficulties, but I always make my payments before 30 days to keep my credit score in an acceptable range. 

One of Citis representatives, XXXX XXXX XXXX, sent a letter that brought up an nsf check that was submitted to them on XX/XX/XXXX. I made a payment through their automated system and failed to realize that the bank account that they had on file was now closed. I called them on XX/XX/XXXX when I realized what happened. I immediately scheduled a payment to rectify the error. Therefore, bringing that up was only a tactic to redirect focus from the matter at hand. 

Citi Bank had the recordings of both of my conversations from XX/XX/XXXX. They are refusing to release them to me because they know that the recordings will prove that I was clear about not wanting my account to go over 30 days. The recordings will prove that I actually thought the program was lowering my payments to {$86.00}, to include the {$170.00} that was past due. The recordings will prove that I actually thought that by making the {$86.00} payment, I was sure that my account would not go over 30 days. I even stated that I knew I had a payment coming up in a few days, but I would have to pay it late, but it would be paid before 30 days. That is actually on the recording. I stressed the importance of not going over 30 days delinquent numerous times, which is proven by actually listening to the recordings instead of sending a cookie-cutter letter. The recordings are clear. My call on XX/XX/XXXX was only to address my 28-day past due balance. I could not go over 30 days because it would directly affect my ability to work. 

On XX/XX/XXXX when I received notification that the {$170.00} was reporting over 30 days delinquent, I immediately contacted Citi to ask that they assist with getting that error removed. I explained that the {$170.00} was lowered to {$86.00} and that cleared my account. When I made the {$86.00} payment, I was not aware that the {$170.00} was not a part of the program. I was not aware that my {$86.00} was applied to the upcoming future payment and not the past due amount of {$170.00}. I wouldnt have agreed to that because my # 1 concern was the account going over 30 days, which would trigger negative credit bureaus reporting. I was crying on the call, but the recordings will clearly confirm that I actually thought that Citi was lowering ALL payments to {$86.00}, especially since I was stressing not going over 30 days. If Im concerned about the negative credit reporting, I know I couldnt pay the upcoming future payment before paying what was actually 28 days past due and fast approaching 30 days. Again, the recordings will prove my intent. 

In closing, my goal was to keep my account from going over 30 days. I stressed this to both representatives that evening. I thought that since I had been clear about not wanting to go over 30 days, I was being entered into a program that would meet my needs. Instead, Citi took my {$86.00} and applied it to a payment that was not yet due instead of applying the funds to the past due balance of {$170.00}. This is clearly a banking error for which their egos wont allow them to fix. Keep in mind that the {$170.00} is still reporting as delinquent. I asked them to put my {$86.00} towards the {$170.00} and they have refused numerous times. 

I want the {$86.00} reapplied towards the {$170.00}. I will then pay the remaining {$90.00} to clear the past due {$170.00} off of my credit report. My call that night was not about my upcoming future payment, it was about the past due only ( {$170.00} XXXX. Both recordings confirm my intentions and I want Citi to remove the {$170.00} over 30 reporting from all of my credit reports and stop playing hardball with me. Thats not necessary.

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