Consumer complaint received 2018-04-26
Company: CITIBANK, N.A.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Identity theft protection or other monitoring services
Sub-issue: Billing dispute for services

Complaint:
Date XX/XX/XXXX Company XXXX XXXX XXXX ( Credit Card ) XXXX 's upgraded me to a new card in XX/XX/XXXX. Around that time, my husband was retiring from the XXXX XXXX, my oldest one was going to college and we were moving. So, it was a hectic time. However, I realized that I didn't get bill or the credit card until XX/XX/XXXX, so I frantically called XXXX 's and turned out they had sent the card to my old address different state than I live in. Due to military lifestyle, my driving license ( DL ) had address from the state we had moved from few year back. However, I already had on a credit card with XXXX XXXX and it had all the correct address. So, when card was opened the lady said she needed the DL to validate that it was me. Anyhow, it took few attempt and few months in sorting out the address. When I first called in XX/XX/XXXX, person on the other end, took my information and changed the address and told me that they will expedite next day with new card. However, I didn't get the new card so close to 2 weeks I called in and they finally sent it again and I got it. so it's was back and fourth. So, I paid the first bill over the phone and because it was CLEARLY mistake on their side they said it will be fine. ok great. So, after that I tried linking new XXXX card to my existing XXXX 's account so I can set up auto-pay and make changes, but had issue because it wouldn't take the card number which I don't recall when, but I was on the phone back and fourth in XX/XX/XXXX to get resolved this online access for this card. Finally got it done and when I got access it showed I was over due one my second payment, didn't realize at the time they had reported to Credit Bureaus. But, I didn't like it so I contacted them right away, talked to them send them email, but they wouldn't do anything about it.I tried to explain all this to them and point in this was " IF THEY HAD SET UP EVERYTHING CORRECTLY THE FIRST TIME AND I HAD GOTTEN ACCESS TO ONLINE SERVICE, I WOULDN'T NEVER BEEN IN THIS POSITION. ' Another fact to point out is that XXXX is the 2nd card from XXXX 's so on my 1st XXXX 's card, I had never been late ; matter fact I paid balance to its full EVERYTIME, even this XXXX card other than this particular incident, I have paid all in full and never been late. The reason I got those cards was to take advantage of the perks, boy it was a mistake and my husband wasn't happy with it. So, because I do have excellent credit score I  didn't think it would be a problem, but now we are getting ready to purchase house and we military family don't get the luxury to build wealth as we have to move every few years, if anything we have to build from ground up. With that, I called XXXX XXXX   again but they keeps telling me that first time was their fault and that the second time was mind. If they don't resolve this in a positive manner, I'm boycotting XXXX XXXX XXXX and will ensure that friends/families knows of this issue. It's not right to make good people suffer. I have called probably 6 or more times and sent emails/mail over 10 times explaining and laying out the ground why it's not my fault for late payment of one time. 

Uploaded are letter I sent to corporate office 2 week ago. 

Thank you. 

XXXX

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