Consumer complaint received 2019-08-09
Company: CITIBANK, N.A.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Follow up to CFPB Compliant ID XXXX with Citibank. 
I have been trying to get this resolved since XX/XX/XXXX. RE : CFPB Compliant ID XXXX. According to XXXX XXXX from Citibank, received XX/XX/XXXX, Citibank did make an error in reporting charge off. However XXXX, on XX/XX/XXXX, Confirmation XXXX, and XXXX  on XX/XX/XXXX, file numbers XXXX reported to me that Citibank states the charge off is correct. So now I have Citibank telling me there should not be a charge off and the credit bureaus telling me Citibank telling them there should be. 
I have already spent 11.75 hours dealing with this issue. Six hours on phone speaking to 18 people at Citibank. Four hours waiting letters to Citibank. One and three quarter hours documenting the issue with Federal and State agencies.

This is effecting my ability to obtain credit at favorable rates.

Reference numbers from Citibank Reference Numbers Multiple reference numbers provided. No details or explanation on resolution. XX/XX/XXXX Request # XXXX Reference : XXXX XX/XX/XXXX Request # XXXX Reference XXXX XX/XX/XXXX Reference XXXX Provided by XXXX. No reference number. No follow up secure message. XX/XX/XXXX Reference XXXX XX/XX/XXXX Request # XXXX Reference : XXXX XX/XX/XXXX Request # XXXX Reference : XXXX Following is contact history I have had with Citibank Citibank Call History XX/XX/XXXX Call Notes Two hours on phone Spoke to XXXX unable help transferred me to XXXX unable to help transferred me to Recovery. No one picked up after thirty minutes on hold. I called Recovery at ( 800-846-8444 ) In Recovery I spoke employee with ID XXXX said they can not help, refused to allow me to speak to supervisor, transferred to me back Department for Line of Credit that I already had spoken to no one picked up after thirty minutes. 
Sent XXXX. 
Sent message through XXXX. 
Called XXXX Spoke to XXXX was not showing loan products in my name. 
He transferred me XXXX Created dispute Got supervisor involved Said clearly nothing owed Submitted to Consumer Credit Research Reference XXXX Password XXXX Email 24-48 hours  Credit Bureaus cleared within thirty days Received response via email XX/XX/XXXX Said could not do anything XX/XX/XXXX Call Notes One hour fifteen minutes on phone XXXX in Customer Service Got Credit Officers on phone. 
Transferred to XXXX She transferred me back to Customer Service Spoke to XXXX She transferred to Recovery ( XXXX ) Spoke with XXXX in Recovery She transferred me back to Customer Service Followed up with XXXX XX/XX/XXXX Call Notes DM through XXXX XXXX XXXX XXXX XX/XX/XXXX Call Notes One hour on phone Called XXXX as directed by XXXX Spoke with XXXX, said could not help Transferred to Concern Team Spoke with XXXX Said could not help. She only handles credit cards Transferred to LOC Spoke to XXXX Transferred to Home Equity Department This was not a home equity loan. 

XX/XX/XXXX On phone for 90 minutes total time so far 5.5 hours Sent XXXX  through XXXX with call history and notes of problems XXXX responded and connected me directly to Transferred to XXXX Said transfer made into account on XX/XX/XXXX, then reversed A research request was opened in XX/XX/XXXX but never resolved Statement showing payment XX/XX/XXXX Statement showing advance XX/XX/XXXX Submitted for Research Request # XXXX Reference XXXX Received response on XX/XX/XXXX by email Told to contact Citi Unsecured Recovery Department at XXXX I already spoke to recovery twice as follows Both times told could not help. 
1 ). I already spoke to employee with ID XXXX in Recovery on XX/XX/XXXX. Said Could not help. 
2 ). I already spoke to XXXX in Recovery on XX/XX/XXXX and was told they could not help. 

XX/XX/XXXX XXXX Post @ XXXX XXXX XXXX XXXX   XXXX Was instructed by XXXX via XXXX XXXX on XX/XX/XXXX to call XXXX The Recovery Department. I already spoke to Recovery twice. On XX/XX/XXXX I spoke employee with ID XXXX said they can not help, refused to allow me to speak to supervisor. On XX/XX/XXXX I spoke with XXXX. She said she could not help. 
XXXX Responded 18th Person I contacted. 

XX/XX/XXXX Seeking help from Citibank XXXX Post on Citibank XXXX XXXX XXXX to Citibank XX/XX/XXXX XXXX XXXX   from me to Citi. 
Please make sure person I speak to is familiar with situation Call history is outlined earlier in this thread. I have spoken to fifteen people over 5.5 hours. I am tired. I dont want to repeat history for sixteenth time. 
1 ). Please email me statements showing when LOC was  utilized and when payments were due or were made. Curious because credit reports dont reflect a problem. They show balance of XXXX and past due XXXX. My bank statements also indicate XXXX owed. I also have a years worth of FICO scores that dont reflect a problem. My score dropped from XXXX to XXXX XXXX ). I would also like to know who accessed LOC, where and when. I never did. Do I need to file report with FTC and police? 
3 ). I have credit reports, bank statements, and FICO history that support my claim. Let me know where I can email. 
4 ). Would like to know status of following conversations a. Date XX/XX/XXXX XXXX at XXXX said clearly nothing owed. 
b. Date XX/XX/XXXX XXXX, transferred to her by XXXX, Said transfer made into account on XX/XX/XXXX, then reversed. Went on to say a research request was opened in XX/XX/XXXX but never resolved. Went on to say statement show payment on XX/XX/XXXX. Statement showing advance on XX/XX/XXXX. 

No requested information was provided. 

XX/XX/XXXX XXXX XXXX  from me to Citibank This just gets more bizarre. This why I want a statement showing history. 
I will also need to know who, where and how these payments were made. 
Payment history based credit reports 1 ). XXXX a ). XX/XX/XXXX credit report shows last payment XX/XX/XXXX b ). XX/XX/XXXX credit report shows last payment XX/XX/XXXX 2 ). XXXX  a ). XX/XX/XXXX credit report shows last payment XX/XX/XXXX b ). XX/XX/XXXX credit report shows last payment XX/XX/XXXX XX/XX/XXXX XXXX called. 30 minutes on phone. Total time 6 hours  Transferred me to XXXX Supervisor in Recovery. This was the third person I spoke to in Recovery * ( Please note on XX/XX/XXXX In Recovery I spoke employee with ID XXXX said they can not help, refused to allow me to speak to supervisor, transferred to me back Department for Line of Credit that I already had spoken to. 
Had he just let me speak to supervisor this could have been handled by the forth person not the eighteenth person I spoke with ) Furthermore On XX/XX/XXXX I spoke with XXXX in Recovery. She said she could not help. 

XXXX provided following number Reference XXXX XXXX asked for following Told me to send fax with information For LOC XXXX for {$2000.00} To Fax XXXX Send request To Include following 1 ). Letter of explanation re : XXXX LOC XXXX. Sent per XXXX based on conversation of XX/XX/XXXX at XXXX ET. 

2 ). Credit reports showing payments How can they show payments in XXXX of XXXX before Citibank is showing I used LOC on XX/XX/XXXX. Note I did not request this use of LOC. 
a ). XXXX showing last payment XX/XX/XXXX from credit report dated XX/XX/XXXX b ), XXXX  showing last payment XX/XX/XXXX from credit report dated XX/XX/XXXX. 

3 ). Bank statement XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Statements did not show LOC balance > All statements from Citibank from XX/XX/XXXX to XX/XX/XXXX reflect LOC was not used. Verbiage on statements as follows. 
Credit Line {$20000.00}, Amount Available,  {$20000.00}, Amount You Owe {$0.00} 4 ). Credit Reports all shows Limit {$20000.00} Balance {$0.00} Highest Balance {$0.00} Payment Status Current Date of Last Payment Amount Due Latest Status Current No letter or phone call 5 ). FICO as follows XX/XX/XXXX XXXX XX/XX/XXXX XXXX   XX/XX/XXXX XXXX Work hard and disciplined Spoke to 18 people over 6 hours XX/XX/XXXX Fax Sent XXXX ET Confirmation received ( id # XXXX ) ( id # XXXX ) ( id # XXXX ) End of fax information sent XX/XX/XXXX Received voicemail Hi, mister XXXX. This is easily with Citibank. If you can give me a call back, XXXX. Thank you, bye-bye. 
Note reverse look up can tie phone number to Citibank Number does not match phone numbers from Citibank locations in XXXX area code XX/XX/XXXX Message via XXXX XXXX  XXXX  XXXX  Good afternoon Two things 1 ). I need to submit firm FCRA 609 ( e ) ( 15 U.S.C. 1681g ( e ) ) what address should it be sent to?

2 ). Need to confirm your Registered Agent for Florida. I have the  following. Is it correct? 
Registered Agent Name & Address XXXX, XXXX XXXX. 
XXXX XXXX XXXX XXXX, FL XXXX Thanks XXXX XX/XX/XXXX No response to above communication to XXXX XXXX and XXXX   XXXX on XX/XX/XXXX XX/XX/XXXX Called XXXX to confirm if call received from XXXX on XX/XX/XXXX is legitimate or possible fraud spoke XXXX. 
XXXX can not confirm number from Citibank. 

XX/XX/XXXX Called XXXX Spoke to XXXX Asked I need to submit firm FCRA 609 ( e ) ( 15 U.S.C. 1681g ( e ) ) what address should it be sent to? 
I also asked for email or fax number to submit request. 
Fax number is XXXX XX/XX/XXXX Contacted XXXX   XXXX XXXX  through their website to verify that they are Registered Agent for Citigroup. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX https : XXXX XXXX : XXXX? XXXX & XXXX & XXXX % XXXX & XXXX & XXXX % XXXX & XXXX % XXXX XX/XX/XXXX No follow up from XXXX from call and fax of XX/XX/XXXX Sent following To Fax XXXX XXXX : Reference XXXX Follow up This is a follow up to a conversation I had with XXXX on XX/XX/XXXX. As of XX/XX/XXXX I have not been contacted with a resolution. I submitted the necessary documents he requested. The relevant information was circled and highlighted as he requested. I included bank statements, credit reports, and FICO scores. 

Original letter of explanation faxed on on XX/XX/XXXX sent at XXXX XXXX  as requested by XXXX is below. 

Let me reiterate. I did not request use of the line of credit. Use of the line did not appear on any bank statements from Citibank. Credit reports did not reflect use of the line of credit. Credit reports did not show late or missing payments. Credit reports show payments before Citibank says I used line of credit. I did not receive any communication from Citibank by USPS, phone call, or email. I have Informed Delivery from USPS so I would be aware of all first class mail. 

It appears as if someone had unauthorized access to my account. 

I would appreciate follow up. 

Thank you XXXX XXXX Fax sent XX/XX/XXXX XXXX XXXX. 
Confirmation received ( id # XXXX ) XX/XX/XXXX Fax to XXXX Never hear back fro XXXX in regards to conversation on XX/XX/XXXX at XXXX XXXX, documents submitted per his request on XX/XX/XXXX at XXXX XXXX.. 
No response from XXXX to follow up request sent on XX/XX/XXXX at XXXX XXXX. 

Submitted Letter for Getting Business Records Related to Identity Theft to Fax number XXXX as directed by XXXX per conversation of XXXX 
Fax requests included following. 
1. Letter of Explanation 2. Copy of Government Issued ID 3. FTC Report 4. FCRA 609e requirements 5. FTC copy of FCRA requirements of businesses records Fax sent XX/XX/XXXX XXXX XXXX id # XXXX ) id # XXXX ) XX/XX/XXXX No follow up from XXXX from call and fax of  XX/XX/XXXX No follow up to fax requesting information on XX/XX/XXXX Sent following To Fax XXXX RE :  Reference XXXX Follow up Included updated letter requesting information Included call log from XX/XX/XXXX to XX/XX/XXXX Sent XXXX XXXX Confirmation id # XXXX ) XX/XX/XXXX Fax to XXXX Documents XXXX per his request. 
I have not heard back. Resubmitting documents he requested. bank statements, credit reports, and FICO history Documents requested by XXXX on XX/XX/XXXX at XXXX. Originally sent to his attention on XX/XX/XXXX at XXXX. Confirmation. 
( id # XXXX ) ( id # XXXX ) ( id # XXXX ) Sent XXXX AM Confirmation ( id # XXXX ) ( id # XXXX ) XX/XX/XXXX Received response from Citibank Request # XXXX Reference : XXXX An secure with no explanation in body of letter. 
As follows. 

From : Date : XX/XX/XXXX Subject : Citibank Service Request # XXXX Reference : XXXX Dear XXXX XXXX XXXX, Your inquiry, XXXX has been resolved. 
Sincerely, Citibank Customer Service XX/XX/XXXX Fax to XXXX XXXX Requesting follow up to conversation of XX/XX/XXXX Requesting follow up to documents submitted XX/XX/XXXX Requesting follow up to fax of XX/XX/XXXX Requesting follow up to fax of XX/XX/XXXX Requesting follow up to documents submitted on XX/XX/XXXX Confirmation Sent XXXX id # XXXX ) XX/XX/XXXX Fax to Legal Department requesting follow up to conversation and faxes to XXXX Requesting follow up to conversation of XX/XX/XXXX Requesting follow up to documents submitted XX/XX/XXXX Requesting follow up to fax of XX/XX/XXXX Requesting follow up to fax of XX/XX/XXXX Requesting follow up to documents submitted on XX/XX/XXXX XXXX Citibank NA c/o XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , SD XXXX Confirmation Sent XXXX id # XXXX ) XX/XX/XXXX XXXX XXXX  Received email that Request # XXXX Reference : XXXX as been opened XX/XX/XXXX XXXX XXXX Received email that Request # XXXX Reference : XXXX has been resolved No details in body of letter XX/XX/XXXX Fax to Citibank XXXX XXXX XXXX To : Citibank From XXXX XXXX XXXX Date : XX/XX/XXXX Included in this correspondence 1 ). Letter to Citibank XXXX XXXX. 2 ). Copy of fax to XXXX in customer service. 3 ). Call notes on issue. 

Confirmation Sent XXXX id # XXXX ) XX/XX/XXXX Received email that Request # XXXX Reference : XXXX has been opened XX/XX/XXXX Response from Citibank to CFPB Compliant ID XXXX Submitted XX/XX/XXXX XX/XX/XXXX Feedback to CFPB XX/XX/XXXX Fax Demand Letters To : XXXX in XXXX, Citibank Legal , Citibank XXXX XXXX From : XXXX XXXX Date : XX/XX/XXXX To : From : XXXX XXXX Date XX/XX/XXXX RE : Reference XXXX ( provided by XXXX on XX/XX/XXXX ) to Fax : XXXX CFPB Compliant ID XXXX You will receive three faxes. 
Fax One : Letter of Explanation Fax Two : Call Notes Fax Three :  Citibank response to CFPB Complaint XXXX Copy submitted to XXXX XXXX Registered Agent for Citigroup in Florida Email sent XXXX XXXX  Copy submitted to Citibank Recovery ( XXXX ) to Fax XXXX XXXX XXXX  ( id # XXXX ) XXXX XXXX ( id # XXXX ) XXXX ( id # XXXX ) Copy Submitted to Citibank XXXX XXXX XXXX XXXX : XXXX XXXX AM ( id # XXXX ) XXXX XXXX ( id # XXXX ) XXXX XXXX ( id # XXXX ) Copy Submitted to Citibank XXXX XXXX XXXX XXXX : XXXX XXXX XXXX  ( id # XXXX ) XXXX XXXX id # XXXX ) XXXX XXXX  ( id # XXXX ) Reference Numbers Multiple reference numbers provided. No details or explanation on resolution. 
XX/XX/XXXX Request # XXXX Reference : XXXX XX/XX/XXXX Request # XXXX Reference XXXX XX/XX/XXXX Reference XXXX Provided by XXXX. No reference number. No follow up secure message. 
XX/XX/XXXX Reference XXXX XX/XX/XXXX Request # XXXX Reference : XXXX XX/XX/XXXX Request # XXXX Reference : XXXX Contacts outside Citibank XX/XX/XXXX Florida Attorney General XX/XX/XXXX FLorida Office of Financial Regulation Complaint number XXXX XX/XX/XXXX FTC Your reference number XXXX XX/XX/XXXX CFPB Compliant submitted Complaint ID XXXX XX/XX/XXXX FDIC Your case number is : XXXX XX/XX/XXXX Officer of the Comptroller of the Currency Transaction ID : XXXX XX/XX/XXXX Email to XXXX XXXX Registered Agent for Citigroup XXXX XX/XX/XXXX SEC Complaint filed

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