Consumer complaint received 2021-05-03
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Background : I have a Citi Bank XXXX XXXX XXXX. Last year my card number changed and a new card was mailed to the incorrect address. When I looked up my account on mobile app, it showed my account as closed. This was fine because I wanted to close the account anyway. With covid, I wasnt traveling and didnt need the points. Earlier this year, I started getting notices of a past due amount, which I thought was an error b/c I no longer had a citi account. After getting a second late notice and investigating further, I realized my account had never been cancelled and the account balance was membership fee charged at start of the year. I called in to citi in XXXX to figure out what happened ( thats when I learned about the incorrect address/new card/etc ). I wanted to cancel my card then and get a credit for the fee because I didnt even know I had a card and hadnt used it in over a year. They convinced me to keep the card, they would give me a credit for {$99.00} fee once I charged the {$99.00} in purchases. This was on XX/XX/XXXX. I waited for new card to be mailed to me, that took a bit, then tried to use the card a couple times. At first, didnt realize it wasnt applied b/c I used it on XXXX, and when it declined, XXXX automatically switched to my XXXX  card. Tried in a grocery store. Kept getting denied. I called citi bank in early XXXX to figure out what was going on. This is when the the situation that is leading to this complaint began. 

Complaint : I found out through collections that I could not use my card b/c of how past due it was, so I never could have received my credit. Collections sent me to customer care to resolve. My call was disconnected. Called back, I was disconnected from customer care again. Called for third time, got through collections again ( no issues ), and once I got on with customer care, they complained they couldnt hear me bc I was a cell phone. Never mind that I was just on with collections and had no problems, and that I work from home on the phone for 12 hours a day with no problems. They hung up on me. This was on XX/XX/XXXX. The collections agent had put all the notes on what happened at the top of my account. 

I called again on Saturday XX/XX/XXXX. Finally got through to customer care who said the credit had been requested on my account, and was being processed, to give it 3-5 business days. I checked my account the past week. No changes. 

I called again today and was disconnected twice from customer care, again, no issues with collections. 

My account is now 90 days past due, I have near perfect credit. I want my account closed, my money back, and credit report fixed for the past 2 months. Ill give them the first month bc I didnt make my payment and had not yet contacted them until I got my late notice. 

My biggest issue here is the customer care line. I literally can not speak to a person to get this resolved, citi has no branches in my area. What am I supposed to do to fix this?

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