Consumer complaint received 2023-02-14
Company: CITIBANK, N.A.
State: MO
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
I have had a personal loan with Citi Bank the past few months. It was for {$21000.00} starting in XXXX of XXXX. I paid each minimum payment on time each month. 
I decided to consolidate things even more with getting a {$30000.00} loan with XXXX on XX/XX/XXXX. Part of the consolidation with this loan was to pay off the rest of the Citi loan. XXXX approved my loan. On XX/XX/XXXX, XXXX sent a check of {$18000.00} to Citi to pay off the rest of my loan. Yesterday, XXXX told me that Citi cashed the check on XX/XX/XXXX. However, Citi did not take the money off of the rest of my loan and still has not done so. Each day it accrues more interest and still says that I owe this money that should have been paid off when they cashed the check. 
I have called Citi multiple times about this issue. A representative for XXXX was on the phone with me yesterday and recording these conversations. Citi told us that the check XXXX sent to them was not the correct address. The address I provided to Discover was the address Citi sent me on the Loan Note ( XXXX XXXX XXXX XXXX, XXXX XXXX, SD XXXX ). Citi has told me the check should have been sent to an XXXX, MO location but I see that nowhere in my documentation from them on anything and they have never given me the exact address. 
It took a long time but Citi finally provided XXXX with the fax number at the XXXX XXXX location. XXXX needed this so they could send Citi a fax with the proof of payment. XXXX did that. 
Citi did create a XXXX XXXX for this issue. ( Case # : XXXX ) Citi told me yesterday this would take 2-3 weeks to resolve after the investigation. When I called today to get an update, they told me it could now take up to 90 days. 
In the meantime, they are still saying I owe the amount on my loan with my next minimum payment due XX/XX/XXXX. They advised me to not pay it and take the penalty of late charges until it is resolved. I do not want this to hurt my credit score if I do such a thing. They said all the late charges, interest and anything else will be resolved when the case is resolved. XXXX has been very good as they pushed back my first payment a couple of weeks to try to help me. Citi has not done this for me or put any payment on hold to avoid penalty or anything. Citi has also not guaranteed me this will be resolved after the investigation. 
In the meantime, someone cashed the {$18000.00} check though at Citibank on XX/XX/XXXX that was specifically sent to pay off my loan. 
This has resulted in me being very stressed out and have not had much sleep as I am very concerned about this whole process. I need this resolved ASAP and made right soon where Citi shows that I do not owe any more money on this loan from the money they cashed to pay it off. This whole process has made me very upset and I have a hard time doing anything else in my life with this always in the back of my mind. Please help. Thank you!

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 monetary relief