Consumer complaint received 2021-03-01
Company: CITIBANK, N.A.
State: UT
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: Their investigation did not fix an error on your report

Complaint:
Hi, last year, when XXXX hit last year, we had to close down the XXXX XXXX clinic I managed because of me and all of our employees were considered " high-risk, '' and most of our clients are school-aged kids who were considered silent carriers. We didn't want to jeopardize anyone 's wellbeing/life. Because of the above, I had to go on unemployment end of XXXX. I called Citibank XXXX XXXX to ask for assistance. After being told about their XXXX relief plan, I accepted their terms, everything was fine up until the fact that there was a clerical error made my account. This complaint has XXXX XXXX XXXX XXXX in XXXX. I hope this okay because they are all interrelated. 

XXXX ) The Clerical Error made by XXXX on XX/XX/XXXX is documented by Citibank. I recorded my conversation and had XXXX of the representatives read ALL of the notes in my account for this purpose. The late payment that was falsely reported to the XXXX XXXX companies is derogatory and dropped my XXXX XXXX. This error happened because they kept on file an old bank account that I closed in XXXX in my profile without my knowledge. Which leads to my second complaint ... 
XXXX ) I deleted my old bank account information on my profile online through their website. It no longer was showing so I thought it was taken care of. Come to find out, Citibank never deleted my old bank account information despite the fact that I did so on my end. They kept it in my profile on their servers which to me is not okay and very deceptive. Because they did this with out my knowledge, when XXXX and I set up my automatic payments, he told me he assigned it to my bank account. Since there should have only been XXXX on there, it would have been an non-issue since I did my due diligence and made sure my banking information was updated correctly. Since XXXX, you will also be able to see that Citibank knew about my XXXX account because all of my other auto payments were coming out of it. 
XXXX ) After I made numerous of inquiries, and did everything that I was told to do by ALL of the representatives that I spoke to, out of the blue, Citibank went and changed the credit limits on XXXX of my accounts with them. My XXXX XXXX went from {$12000.00} to {$5200.00} where I had already charged {$5000.00} charged on it, changing my utilization from XXXX  % to XXXX  % in a blink of an eye, this of course dropped my XXXX XXXX even further, in addition to my other card with them went from {$6700.00} to {$500.00}. Because of these XXXX massive changes, a total of {$13000.00} was taken away from my credit limits in a blink of an eye. They knew I was disputing their clerical error that posted XX/XX/XXXX over and over, and I did tell them after been giving the run around so many times and spending hours on this dispute that I would take it legal and report them to the XXXX  if they didn't fix it out of pure frustration. During a pandemic, Citibank is messing with people 's livelihoods and it just isn't right. We can't refinance our home and if we can't do this, I don't know if we will be able to stay in our home. 

I have always been an excellent customer and never missed a payment until they did their clerical error. I have enclosed a time line of all of my calls and am providing a copy of a formal letter that was faxed to them by direction by XXXX of their managers. Please help me get justice and fix this. 


CONVERSATION LOG BETWEEN MYSELF AND CITI - Client Focus Team CHRONOLOGICAL OF EVENTS XXXX Spoke to XXXX - pay arrangement made that is when he started payment plan BUT assigned the wrong bank account. A account that I had already removed from my CITI Bank profile online but somehow was still in my CITI account on your side, but not mine. 
XX/XX/XXXX Payment plan started XXXX Spoke to? XXXX who transferred me to XXXX. XXXX fixed it and assigned the correct bank account - show delinquent I called then gave me the info to dispute off my XXXX XXXX - account set up / he assigned back to XXXX and removed old Bank XXXX XXXX account XXXX Spoke to XXXX XXXX asked for proof of payment history to see if it was fixed. He never sent it so this is still an outstanding request. 
XXXX XXXX PM Spoke to XXXX XXXX XXXX the dispute I asked for a letter reflecting the notes in my account to dispute with bureaus = couldnt get letter, she said no one does that but that I had to initiate the dispute directly with the credit bureaus and that they would then contact you guys directly, and then you guys would respond and set the record straight and fix this false report/error. 
XXXX CITI XXXX to dispute received from XXXX  and XXXX XXXX was responded as- NO ERROR found XXXX I called to speak to a supervisor XXXX said XXXX could assist me. She ended up writing more notes to show XXXX Department XXXX who made error when they responded to the dispute by XXXX and XXXX XXXX to read the notes from the XX/XX/XXXX conversation/entry. She did this to cover our basis and bring it up closer so the next time XXXX looks at it, they can pull it up and fix this second error. 
She said XXXX will be able to see the Client Focus Team notes but that they ( Client Focus Team ) couldnt not see all of their notes. Again, during the course of my conversation with XXXX, she spoke to someone from the XXXX department. XXXX she spoke to I would like to file a complaint on. She told XXXX a lie and told her that I changed the bank account information after the fact on XX/XX/XXXX. She continued to tell XXXX that it was my fault and that there was no error on CITIs behalf. Again, not true and can be easily refuted. I can easily show that my XXXX account has been the source of my automatic payments going all the way back to XXXX. My automatic payments can be traced back to my XXXX account since XXXX. I can also show that my XXXX  XXXX XXXX account was closed back in XXXX because I moved to Utah and there are no XXXX  of XXXX near me, that is why this changed was made. 
After further discussion, XXXX transferred to CITI XXXX Supervisor - Spoke to XXXX in CITI Bank Customer Service XXXX is the ONLY Person who knew that there is a CITI BANK XXXX XXXX UNIT which I have been asking for information on since day XXXX. Every other person who helped me told me there wasnt such a department, which made no sense to me in case of situations like this arise. In any event, which leads us here/now. Please read the notes in my account especially for XX/XX/XXXX and XX/XX/XXXX. You will see that what I have said is accurate and the credit bureaus need to be apprised of CITI Banks error and false reporting. Please give me resolution and contact both XXXX and XXXX bureaus about this error and fix my late payment standing. 
XX/XX/XXXX - got multiple notifications from Citibank that they made changes to my account and lowered my credit limits. 
XXXX - I didn't know what to do so I went and posted an inquiry and got insight from some other members of this private group I am in. XXXX of them recommended I file a complaint here, so this is what I am doing now.

Company response to consumer: Closed with explanation