Consumer complaint received 2017-07-31
Company: CITIBANK, N.A.
State: NJ
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:
To Whom it May Concern, I took out two private student loan accounts during XXXX school with Citibank. These two accounts were in deferment during my XXXX XXXX. In XX/XX/XXXX of my XXXX XXXX year, I was contacted and told that these accounts could no longer be in deferment because XXXX XXXX to specialize in the field of XXXX XXXX is considered " voluntary training '' - the option for deferment no longer applies. At the time, I was unable to make the payment on these loans as I was making less in salary than what was owed per month on the loans. As a result, the loans were sent to collections with the company XXXX XXXX. On completion of my training, I contacted XXXX XXXX and settled the two accounts on XXXX XXXX, 2017. I was told that these accounts were now paid and closed and that they would be reported as such to the credit bureaus. The first account was in the amount of {$36.00}, XXXX and settled at {$19000.00}. The second account was in the amount of {$35.00}, XXXX and settled at {$18000.00}. I have proof of payment letters from XXXX XXXX dated XXXX XXXX, 2017. I contacted Citibank on numerous occasions to attempt to have these loans removed from the delinquent status. After many attempts and many hours of being transferred from department to department and being told that Citibank can not find me in their system by either my SSN, name, date of birth or the Citibank account numbers, was able to find a gentleman by the name of XXXX at number XXXX who confirmed that the accounts show as XXXX balance and closed. I asked for a letter stating such and he said he was unable to give out that information. He was also unable to explain why it was still being reported as delinquent and in collections to the credit bureaus. I was asked to send letters of proof of payment as well as a copy of the credit report that shows the accounts as still in collections. I sent these immediately by fax as I was told there is no electronic option at this time. I had to send the fax several times as they were not being received on Citibank 's end. This was over a week ago and I have still been unable to get an answer as to why these loans are being reported as delinquent or to get a letter stating that the accounts are paid and closed for my mortgage company. My husband and I are currently in the process of applying for a mortgage and these two accounts are the only issue on my credit report. They are dropping my score by at least XXXX points. At this point, I have spent tens of thousands of dollars to pay these loans and have disputed them several times. I have even hired a company, XXXX XXXX XXXX, to assist me in disputing these loans that are PAID and it has been to no avail. Citibank is still reporting these loans as open, delinquent and in collections. They are affecting my ability to purchase a home for my family.

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