Consumer complaint received 2020-12-19
Company: CITIBANK, N.A.
State: TN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
I have called Citibank no less than 8-9 times ( or more ) spending approximately 18 hours on the phone since XX/XX/2020. Five of those times, after repeated explaining the circumstances and concerns of my account, Citibank DISCONNECTED the phone line. This same instance occurred 6 separate times in XXXX of 2020. Additionally, fraudulent charges were discovered on the account, and I was told that these charges were being investigated beginning in XXXX. My latest call in XXXX revealed that Citibank had no record of an investigation begin started despite SEVERAL phone calls from me in XXXX to inquire and be updated. I was told in XXXX that they have until XX/XX/XXXX ( 90 days ) to report back to me. Citibank did not. 

1. Upon applying for their Covid relief program in XXXX of 2020 for the following two months of XXXX  and XXXX, guided by one of their employees while on the phone so that accuracy was ensured, I was shocked to receive notices in XXXX that my account was being reported delinquent and that my credit score was being dismantled and harmed. From this point onward, Citibank has created continuous havoc on my account and credit score -- with no communications of the the multiple fraudulent charges being investigated or resolved. Phone call after phone call revealed near chaos on their end as to creating steps to discover and report what I truly owed. 
2. I have spoken with no less than 16 different persons ( I have names, dates, times, and extensive notes XXXX to address getting my account restored properly as well as my credit score. 
3. Additionally, multiple fraudulent charges were found on my account and, per the Citibank employee, an investigation was begun in XXXX. 
4. Not having heard anything from Citibank in XXXX or XXXX ( except incomplete and false reports of what I owed them via their automated systems ), I called several times in XXXX XXXX at least 4 times ) to be told that it would take up to 90 days ( XX/XX/XXXX ) for the results of the investigation and that I should not call back UNTIL that time ( XX/XX/XXXX ). 
5. Upon receiving repeated incorrect pressured notices of what I owed and now a closed account along with repeated harm to my credit score, I called back in XXXX to ascertain the outcome of the investigation -- -TO DISCOVER that NO INVESTIGATION had been started per the latest Citibank employee. 
6. I have pages of notes, names, dates, times, and a few recordings that verify -- along with telephone records that can vouch for being disconnected 5 times from Citibank after hours on the phone with them with no one from Citibank ever following up. 
7. Person after person after person said that they 'would do this or that ' but nothing has ever been reported back to me despite my follow-up with Citibank ( all documented ) 8. I have been a loyal customer who has paid on-time for over 20 years with this company, and they have utterly disregarded accuracy, veracity, and reasonable due process as a faithful client.

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