Consumer complaint received 2018-03-17
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
I have 2 cards with Citibank. One for about 6 years. One for about 2 years. I received 2 emails on XX/XX/XXXX that a review was done on my accounts. They said I owed a lot to other creditors ; therefore, they reduced my credit lines on both accounts so they would be maxed out to about 99 % of the line. Prior to that I had approximately {$1000.00} available on both cards. I was given no notice. The emails said it was effective immediately. 
My credit score has been over 700 for at least over the last year. My current credit reports show no late payments at all. It also shows all my accounts as current. Of my 2 credit cards. I had only 1 late payment for 2 days which I paid the same day as the call. I also paid my next months ( XX/XX/XXXX) payment approximately 4 weeks early. I called on XX/XX/XXXX to ask if they can reverse the decision. I also explained to Citi that I also had a recent increase in income. 
I understand the technical reason why the credit line was decreased ; however, I believe that this is act in a violation of Unfair, Deceptive or Abusive Acts and Practices ( UDAAP ). The actions taken by Citi will add 3 factors that will negatively decrease my credit score : 2 cards maxed out at 99 % and a significant percentage of my use of my combined credit lines. I have very good credit and a very good payment history both directly with Citi and on my credit report. I have used my credit lines responsibly and within the limits provided to me. Now my credit score will be affected negatively, not by my actions, but by the actions of Citi. 
On Friday a credit specialist said given the circumstances, she would submit a request to have them reviewed again to reverse the decision. She put through 1 request ; however, she couldnt put through the 2nd request because my payment was 2 days late. I told her I would use the mobile app to make a payment. She told me it would take the next day for it to reflect on her system. She said a supervisor would have to review the request and I should get a response in a couple of days. She told me I could call the next day, today, XX/XX/XXXX once I made the other payment. I paid the XX/XX/XXXX payment and I paid the XX/XX/XXXX payment so I am current and paid the XX/XX/XXXX payment about 4 weeks early. When I called today, the credit specialist told me that she could not reinstate my credit after review. She told me they dont just look at the ability to repay. This was her response when I told her my credit score and payment history. 
I asked to speak to a supervisor. His name was XXXX. He said the department wont go against their guidelines or override the decision. I asked if there was anyone I could speak to and he there is nobody higher than him I can speak to. He also told me that my pending request from yesterday is still pending but will be rejected. I asked since he used the words guidelines and overrides, it implied that discretion could be used ; moreover, it seemed to contradict that it was impossible to reverse the decision. 
I also feel he was not being truthful when I asked if this could be escalated or if there was anybody else I could speak to. To sum this up, I feel it is unfair to penalize a customer with credit score of over 700 with a good payment history for years with all his accounts in good standing. I am not requesting for new or additional credit. All I want is the credit line I had prior to this action by Citibank that I have been using responsibly for years.

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