Consumer complaint received 2021-05-16
Company: CITIBANK, N.A.
State: GA
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
On or about XX/XX/2021, my wife and received proceeds from a refinance to pay down dome of our debt. These were 3rd party checks, which I personally dispensed promptly. There were about a dozen sent to our account list ; only one on behalf of The Home Depot managed by CitiBank was not credited until the XXXX  of XXXX. 

In the time between, there were incessant phone calls to collect {$270.00}. This was a perceived past due, current payment, and, charges. 

The calls came incessantly and usually from XXXX XXXX. As I tried to explain the matter, the topic seemed not to follow 'the script ' as the usual response was to accept a bank account or debit card. For weeks, usually on Saturday or Sunday, the calls came and I attempted to explain the matter. There was no resolution. The collection agents apparently do not have training or a 'decision-tree ' for anything other than collection of a past due amount.. 

On or about the XXXX of XXXX I was able to speak to a XXXX agent. She was abrupt, rather hostile and unbelieving. However, she did provide me with a FAX number to send the cancelled check. I wondered " why '' on all previous calls, no agent offered that remediation but rather left me unsure ... and troubled. Citi Bank offers no email. This meant a XXXX mile round trip AND charges to fax the document : insult on injury ... more cost on the consumer to prove their integrity. 

Finally, the matter resulted in a credit banance. One would think 'all is well. I did until l this morning, XXXX on the XXXX of XXXX. There is a troubling letter from CitiBank. They have termed the matter a " dispute '' and, as such, will advise " if XXXX XXXX accepts the resolution ''. Huh? 

When I spoke with the agent on or about the XXXX and then again the XXXX of XXXX, I wanted assurance that any negative report to credit bureaus is reversed. There is NO MENTION of this in this latest written document from Citi Bank. It looks to me they are trying to switch responsibility for their LATE POSTING. The check was 'cashed ' on the XXXX of XXXX, 2021. 

The XXXX XXXX is at the " mercy '' of CitiBank. Nevertheless, both are " big boys '' and know what the other is doing ... or so the consumer would imagine. 

I am asking you to intervene on our behalf. I also ask that this message be archived as part of collection practices when the consumer is not always wrong. That is the attitude from Citi Bank. I ask for a formal document showing that Citi has reversed all negative reporting and accepted the error of a check that dwelled in their system for nearly a month, resulted in hostile collections, and ... darnit ... just not right. 

I have files that I can submit ... but honestly, I am at my end of patience with CitiBank and others, including The XXXX XXXX Management ... should be clearly aware of this matter. It may be 1 in 1,000 ... but ... it also may be 999 of 1,000. Citi should train their collections personnel far deeper than this incident indicates. ( I train for a living and I know pretty well when something isn't right. ) Perhaps the most confounding and troublesome ... is that I am a senior who feels deeply disregarded and disrespected by Citi Bank. The XXXX XXXX needs to know how their financial partner treats their customers. Maybe, both just don't care : it's " the arrogance of wealth and success ''. The bottom line doesn't 'care ' until the bottom line suffers!!! 

Respectfully and kindly submitted ... the reverse of Citi Bank and their efforts for 30 days in 2021.

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