Consumer complaint received 2018-09-30
Company: CITIBANK, N.A.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I learned on XX/XX/XXXX via a notice from XXXX XXXX that my credit score has been lowered by XXXX points due to a Citibank collection/charge-off on XX/XX/2018. 

I called customer service and spent over 1 hour on the phone being transferred from department to department, none of which could locate any information on this matte.. 

I then went to my branch in XXXX XXXX, NY and met with XXXX XXXX XXXX. XXXX XXXX took my information, made a call, and was also transferred from department to department. After an hour on the phone, he was able to tell me that the issue stemmed from an interest charge of {$0.00} ( yes, that is forty-nine CENTS ) due to a checking plus overdraft in XXXX. This transaction occurred on XX/XX/XXXX, when I received a notice that my checking account was overdrawn and that {$1000.00} had been transferred to my checking plus account. I had immediately transferred {$1000.00} to cover the overdraft. What I did not know was that there was an additional interest charge of {$0.00}. ( At the time, there was over {$2000.00} in my Citibank savings account, and I ended the statement period with a balance of {$3800.00} in my checking account. ) Therefore, because I owed {$0.00}, and without ever contacting me by phone call, letter, or email about the charge, Citibank just went ahead and took an action that ruined an excellent credit rating that I have striven for 50 years to maintain. 

When I was no longer able to stay at the branch, XXXX XXXX told me that he would continue to work on the account and call me later in the day. 

Later that afternoon, I received a call from XXXX XXXX XXXX, the branch manager, who told me that if I went to the branch the following day we could jointly make a call that would get the matter resolved. 

I went to the branch that morning, and XXXX XXXX made the call. He was also transferred from department to department. After about 45 minutes, he ended his call and told me that I needed to do two things. First, I had to send a check for {$0.00} to a XXXX. XXXX address in XXXX. And second, that I had to send a letter to a XXXX XXXX XXXX. XXXX address in XXXX XXXX and explain what had happened. 

Based on my experiences as described above, I was not confident that this was going to be resolved by sending a check for {$0.00} to a XXXX XXXX address in XXXX and a letter to a XXXX. XXXX address in XXXX XXXX. Therefore, when I got home, I sent an email to XXXX XXXX, who is the head of XXXX XXXX XXXX. 

In response, on the XXXX I received a call from XXXX in the Citibank Executive Correspondence Unit. I explained the  situation, and she agreed that I should hold off sending the check and the letter as directed by XXXX XXXX. She said that she would research the matter and get back to me. 

On the XXXX, XXXX called and told me that she could not find any information that showed Citibank had reported my account to the credit bureaus. I told her that I had given a copy of the reporting to the branch. She asked me to send her a copy, which I emailed to her that day. She also told me that there should not have been any interest accrual, since I repaid the checking plus overdraft the same day that it was made. She then said that she was continuing to investigate and would get back to me. As of today I have not heard from her. 

On the XXXX I received a letter from another Citibank office in XXXX XXXX, asking that I send them a copy of the credit report reflecting the disputed item and a detailed description and nature of your dispute. Both of these have been submitted twice, during my personal visit to the branch, and in my correspondence with XXXX XXXX and with XXXX. 

I have already spent a significant amount of time and effort trying to clear up this matter, and it is only getting murkier. Therefore, I am asking for your assistance on my behalf. 

I have always maintained an Excellent credit rating, and this downgrade and negative activity on my credit report will cause me substantial financial harm if it is not corrected quickly. 

Thank you

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