Consumer complaint received 2019-06-05
Company: CITIBANK, N.A.
State: MD
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XX/XX/XXXX, I entered into an agreement with XXXX XXXX XXXX XXXX ( XXXX ) to pay off the debt to Citibank. At that point I had no further contact with Citi Bank. XXXX took the monthly payment out of my account each month and distributed to Citibank, Exhibit A of the XXXX documents. The debt was to be paid off in XX/XX/XXXX. Copies of these documents are attached. Exhibit B of the file " XXXX Documents '' is a copy of my XX/XX/XXXX statement of account which show the balance owed Citibank : {$3000.00}. 

In XX/XX/XXXX, I called XXXX to say that the payment would be late. My husband turned XXXX and his retirement was reduced by the amount he received in social security. 
At that point, XXXX from XXXX said he would get back to me. As far as I know, all monthly payments had been made to XXXX at that time. XXXX called me back and told me that Citibank had kicked me out of the program and that I owed them {$16000.00}!!! I had no notification about being kicked out of the program and XXXX didn't know either.He said I need to get in touch with Citibank. I made numerous phone calls to Citibank asking for breakdowns on my account. All I received are the attached statements, nothing for XXXX-XXXX. I was also told by the Citibank representative that I could not look at my account on line because I " was kicked out of the program '' I processed an XXXX spreadsheet from the statements they sent me and estimated XXXX and XXXX since I wasn't receiving copies of XXXX and XXXX. I have attached a copy of that spreadsheet showing I have paid Citibank ATLEAST {$28000.00}, {$14000.00} of that is interest! It's hard to remember back 4 years but it looks like I missed a payment in XXXX of XXXX. There was a double payment in XXXX of XXXX. Instead of just the late payment, they raised the interest again to 29.99 %! I don't believe any payments were missed in XXXX & XXXX but there's no way for me to know since they won't send copies.There are also charges of {$970.00} on the worksheet ( XXXX deferrent transaction ) and I have no idea what they are for! 

I would also like to know, of the {$31000.00} owed to Citibank in XXXX of XXXX, how much of that was interest. I'm sure most of it because I was pretty desperate when I reached out to XXXX. 

I think these charges are grossly unfair. I reached out to an attorney and he said I should go to the Attorney Generals Office. He costs to fight this would be very expensive also.When I finally reached them, they said I should contact you all. 

I am also filing a separate claim to XXXX. They have been unwilling to send me the month breakdown of my payments also. What they have sent me is also in the XXXX documents because they are receiving that file also. 

I know that is a lot to put on paper and I hope I've captured everything.

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