Consumer complaint received 2020-06-01
Company: CITIBANK, N.A.
State: CA
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:
This began when I contacted XXXX  XXXX XXXX in XX/XX/XXXX regarding overdraft fees. I requested that my account not accept charges that are above the current balance, and the only way to do so was for switching to a XXXX  ' account. The representative stated that no difference will be noticed with my current activity other than writing paper checks, which I had never done with my personal account for over 5 years. 

I accepted to change of my personal checking account to XXXX. ' On XX/XX/XXXX, XXXX XXXX processed an auto ACH for {$130.00} without any issues. On XX/XX/XXXX CITI attempted to withdraw an ACH in the amount of {$250.00} but it was denied. I was not notified until a week later ( XX/XX/XXXX ) when a CITI representative contacted me asking for a payment. I submitted a debit card transaction to CITI and contact XXXX to inquire about the reasoning behind the charge not going through. XXXX notified me that CITI processes ACH as paper checks ( first time I was aware ) and therefore rejected ( prior XXXX rep. told me not to worry as things will continue as is ). 

When I submitted my {$250.00} debit card payment to CITI on XX/XX/XXXX, I asked the representative if I have any other payment I must make, and he assured me all is up to date and no other payments are needed. 

**NOTE : I am on a pay-off payment plan with CITI since XX/XX/XXXX. They set me up on a no interest 60 month plan to pay off my debt. The agreed amount is {$250.00} due by the XXXX of every month. When I enrolled, my account was approaching late status, so I opted into this, and clarified with a representative if I have to pay off my late payment amount or focus on XXXX, the rep told me that I will NOT need to worry about the late payment and it will not affect my report to the credit bureau because I am now enrolled in a payment plan, so essentially pay XXXX starting the following XXXX and 30 days beyond that then it will be late ( I have a copy of the chat transcript with agent ID clearly stating not to worry about late payment reports ). 

In XXXX of XXXX, I was alerted that I have a late payment in my credit report from XX/XX/XXXX from CITI. I contacted CITI and they stated that my account was carrying the late payment balance from the moment I enrolled in XX/XX/XXXX, but the represntative never stated my account was ever late for the past 2 years ( it was hidden not even on the front end website ). Because this was carrying over apparently, 1 day past my due date and it triggered a late payment report. 

I disputed the to both CITI and three credit bureaus multiple times with sufficient evidence regarding my new checking account issue, chat transcript from CITI representative, but due to some fine print that I attempted to clarify with a representative ( who explicitly stated not to worry about late payments ) the report is considered accurate. 

I also then realized that as of today, the carry over balance of XXXX ( from XX/XX/XXXX ) is no longer in my account. Somehow my the balance was paid off, but other than the two payments ( XX/XX/XXXX which was 'rejected ' ) and XX/XX/XXXX I never made double payment. 

I checked my bank and see that it was indeed withdrawn and debited on the correct date, but CITI still shows it as returned. 

I then created a new dispute discussing how this carry over balance was no longer in my account because it was indeed debited on the correct date, but yet again they concluded the late payment as accurate.

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