Consumer complaint received 2022-04-14
Company: CITIBANK, N.A.
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
1. The undersigned requests a review and consideration of the information provided associated the financial delinquent account with CITI Bank. 
2. While XXXX in support of XXXX XXXX XXXX XXXX XXXX XXXX on or about XX/XX/XXXX CITI Bank breeched an agreement based on the Service members Civil Relief Act ( SCRA ) by closing my account and compounding additional interest based inaccurate information. I called and fax my military orders to them informing them that I will be deploying. 
3. While XXXX I manually paid all of my debts telephonically, to include CITI Bank. 
However, after being XXXX for 90 days I received a letter stating that my account was closed. Knowing that my account was current I attempted to contact the merchants customer service, however the call could not be placed from my current austere environment in XXXX additionally this was as the United States was shutting down as a result of the XXXX pandemic it was extremely difficult to get assistance. After many attempt trying to reach customer service, waiting in excess of an hour my communications within the XXXX XXXX XXXX ( XXXX ) would cut out and leave me to restart the process again. Going through the process two to threXXXX time per week, I was finally successful in reaching a customer service representative approximately XXXX or XXXX of XXXX. The representative confirmed that my account was closed and that it had been placed into a collections status. I attempted to further explained the circumstances surrounding my payment history during our conversation she was able researched the account and establish that the subjective delinquencies occurred as the delinquency letter was being sent out but I only got the letter 45 days later in XXXX by than it was too late. The call garnered no new information so I requested to escalate the matter to a supervisor. I felt if I explain the situation then they would fixed the situation about allowing this to go to collection when it was not supposed too. Months went by after redeploying and still under the pandemic I was able to talk to someone that explain to me what they think happen. The account was current but because I was only making minimum payments and was not utilizing the card they had the right to cut it off. Understandable but my concern was why they put it in collection. They could not explain that only telling me that they were sorry. The gentleman did confirm he saw where I sent my order in requesting to be enrolled in XXXX. Explaining to him been enrolled should have prevented that from happen. Again I am sorry and there is nothing else I can do was the final answer. After hearing this I enrolled with XXXX XXXX XXXX to get assistance with the matter I was advise to get in touch with the collection agency explain my situation and they would do their best to get it settle. I have attached my military orders showing proof that I was XXXX during this time and tried to resolve the problem but I was unsuccessful, because they would not work with me on this matter.

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