Consumer complaint received 2019-05-09
Company: CITIBANK, N.A.
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Problem with customer service

Complaint:
I had an best buy credited card which Citi Bank handles. This occurred last year when I was doing a balance transfer around XXXX of 2018. I spoke with the customer service regarding got much do I owe? I had to call them because I have been locked out of my online access for multiple times and it would not allow me to reset my password on my own. THIS IS DUMB. I know I had the right password but that's a different story on why the login for my best buy card is through Citibank and noone ever knew how to fix my issue and would have to transfer me to someone else then I would get tired and just make the payment via phone call. I asked for how much I owed because I wanted the full balance to provide XXXX ( who did the balance transfer ). I specifically said I was doing a balance transfer. They provided me a specific number which I wrote down to ensure it was correct. I provided this number to XXXX who completed the balance transfer and I was thinking my account had a XXXX   balance with bestbuy/Citibank but apparently that was not the case. months later I checked my credit score ( its been going good from here ) and I noticed my credit score dropped significantly!!!! I did not know what was going on. I had to think about all my credit account and to my knowledge they were all current. I called best buy to inquire and they stated I owe them an amount I was confused and said I paid the card off. So now I'm XXXX. They stated the card was not paid off and I stated the representative told me the amount I had left to pay. They stated they couldn't find the call to trace it. I told them I thought it was paid off and your banker failed to give me the correct information because if it wasn't the closing amount of the card the banker should've provided that to me since I told her I was doing a balance transfer. They billed me with late fees for not paying a {$18.00} or {$20.00} dollar balance which led to over {$100.00} dollars since I did not call bestbuy sooner to know they were billing me with late fees. I had to speak with citibank level two personal just to find that out first level was useless all they did was read a script, they didn't even know why I paid a specific amount and said I was not advised that amount to pay. I would ask then why would I pay a specific about obviously I was told what I had left to pay. I then told them to escalate this more even their manager was useless I told them to get me to someone else with more authority and they stated they can transfer me and if they don't answer then they will return my call within 2 business days I believe. Well the Levell two personal leveled with me and she could tell in the notes that someone provided me the number that I paid. She then waived a couple late fees due to this. I then paid the card off because I did not want it to keep negatively effecting me. But I am still being effected due to my credit score having to rebuild because of their fault. The bankers I spoke with act like I was some criminaland treated me unfairly over the phone and act like this was my fault. We have an Act as a customer we could file for mistreatment. They negatively hurt my credit score and I ask if they remove this negative entry from my credit report due to their employees providing me false information.i want justice!!

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