Consumer complaint received 2020-10-19
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This account was opened in XXXX of XXXX only for the purpose of taking advantage of an eighteen-month interest deferred promotion for the purchase of a snowblower. 

The required minimum payments of {$27.00} dollars were made on-time for every month until XXXX of XXXX were the remaining balance on the snowblower purchase was paid-in-full. Again, all payments were made on-time and in compliance with the card agreement and promotion as the were presented at the time of the account being opened and the purchase transaction. 

It appears that Home Depot/Citibank elected to modify the terms and conditions of the account in XXXX of XXXX. The account terms and conditions require that I be informed of any modification to that agreement. Additionally, I am to be afforded an opportunity to opt-out of any of any changes. 

Prior to XXXX of XXXX I was unaware of any modification of the terms and conditions. Citibank has not provided any announcement of change. I have not been afforded any opportunity to opt-out. 

On XX/XX/XXXX I received a call from Citibank at XXXX. The representative indicated that I was delinquent on the account and wanted me to make a payment over the phone. As I had the payments related to this account pre-scheduled with my local bank. I dismissed the call as a scam and hung-up. 

To check on the account, I called back using the XXXX number on my Home Depot card about 15 minutes later. I confirmed that Citibank believed that I was late on payments. I explained that this wasnt possible as I have the payments scheduled and I have noted them in my checking account. Upon some more investigation the true issue was brought to light. In XXXX of XXXX Citibank changed the minimum payment from {$27.00} to {$28.00}. I indicated to the representative that the minimum payment was set in the terms and conditions at {$27.00} and that Citibank could not increase. The representative indicated that Citibank could change the minimum payment at any time. 

I received another call from Citibank on XX/XX/XXXX. Again, the Citibank representative requested an immediate payment. I recounted the circumstances with the representative who indicated that he could resolve the issue if I were to make a payment. I indicated that I would not be paying any amounts not owed and that the proper corrections to the account by restoring the correct minimum payment and removing the erroneous late payment fees would bring the account into good standing. The representative refused to take action. I requested that they discontinue any collection calls. 

On my own, I reviewed my account in detail. I discovered that the minimum payment was increased from {$27.00} to {$28.00} on the XX/XX/XXXX ( XX/XX/XXXX ) statement. An on-time payment was made for {$27.00} on XX/XX/XXXX. Citibank saw this payment as insufficient and assessed a {$28.00} late fee on XX/XX/XXXX. 

Continuing into XXXX, again I made a {$27.00} payment on time in compliance with the terms and conditions. Citibank again imposed a {$39.00} late payment fee and began to accrue interest. 

I have continued to make the {$27.00} minimum payments on-time monthly per the agreement in effect at the time of purchase. I made a final payment of {$1200.00} on XX/XX/XXXX to complete full payment at the end of the promotional term. 

On XX/XX/XXXX I sent a letter of dispute to Citibank via First-Class mail.  Additionally, I requested that the account be closed. No response to this letter was received. 

On XX/XX/XXXX I sent another letter of dispute to Citibank. This letter was sent by Certified Mail with return receipt. This mailing included a copy of the XX/XX/XXXX letter and additionally requested immediate correction to the associated credit reporting, correction to the account, closure of the account, and documentation confirming those actions. I also requested compensation for damages related to the incorrect negative credit reporting actions. 

Two responses have been received from Citibank, however neither of these responses address the disputed change in minimum payment or terms and conditions. On XX/XX/XXXX, I received a letter dated XX/XX/XXXX. On XX/XX/XXXX I received a letter dated XX/XX/XXXX. Both letters only state that the credit reporting actions are correct. 

On XX/XX/XXXX, I received an e-mail indicating that there was an important document posted in my Home Depot on-line account. The document was non-descript but requested that I contact Home Depot Credit regarding my request. 

I called Citibank at XXXX in hopes of clarifying or resolving these issues. Over 49 minutes, I spoke with two representatives, First XXXX ( sp? ) and then XXXX. Both were able to identify and understand the issue, however neither took any action to resolve or correct the account. I have an audio recording of this call, however there is little substance. 

On XX/XX/XXXX I made a request to Citibank using their on-line messaging system in my on-line account. Please send copies of any card agreements which pertained to this account between the dates of XX/XX/XXXX and the present. Please deliver via USPS. A response was received on XX/XX/XXXX which only contained the current terms and conditions stating a minimum payment of {$28.00}. There is no information regarding the effective date of these terms or any previous version. This is the first time I have been presented with these terms and conditions. 

The creditor has not been willing or able to resolve this issue directly.

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