Consumer complaint received 2020-06-26
Company: CITIBANK, N.A.
State: FL
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
Issue : I purchased products from Best Buy and they offered me a promotion when I went to pay that was 12 months interest free with my Best Buy credit card. I do not use this very often and they had my information in the system because I do not even have my credit card. At the register they were able to pull up my account number and put in the sale. I received my account statement electronically and it did not include my full account number ( only the last four digits of it ).  My first payment was due during the Global Pandemic that ended up in the U.S.A. The reason I need the full account number is because bill pay from my bank requires a full account number to issue checks. I have this for all my creditors and have never had an issue requesting my own account number. On XX/XX/2020 I contacted Citi Cards who is the servicer for Best Buy credit card to request my account number. They advised that they do not give out the full account number despite answering all questions correctly to verify my identity. I asked to speak to a supervisor because I could not understand this and the supervisor advised me of the same thing. She stated that it was their policy not to give out the account numbers. I then asked how else can I make a payment and she gave me these three options : 1. Pay over the phone : This required me giving the person on the other line my FULL account number to my bank account and routing number so that they can collect a payment. Now isn't this hypocritical? They state that the reason that they can not give me my full account number over the phone is because they value the security of my account and they feel so strongly about it that they have a policy in place that does not allow for full account numbers to be disclosed yet they have no problem collecting full account numbers from the same customer to make a payment meanwhile a complete stranger is the collector of this information. My bank account number has much more to lose if it gets breeched than my Citi account number that has a credit limit of {$800.00}. This just does not seem right to me and therefore I did not take this option. 

2. Go to a local Best Buy store and pay for the bill : We are currently facing a Global Pandemic with the most communicable disease known to man since the Spanish flu that killed many. This also was not an option for me at the time even though I ended up having no choice and doing it totally against my will on XX/XX/2020. I had to stand in line outside the store for one and a half hours while wearing a mask and following social distancing procedures. Very unpleasant experience for what I believe to be totally unnecessary! 

3. Request a new credit card so that I can obtain the new account number that way : I chose this option and they advised me at the time that it would take 10 business days to receive in the mail. After more than 2 weeks, I had not received the card. I called back after two weeks and the gentleman on the other line stated that it was never ordered on XX/XX/2020 when I requested it. I then placed the order again and continued to wait until I realized that it may actually never come and had to go personally to make the payment at a local store as described above. 

By this time the payment was definitely late and after numerous contacts with Citi in an attempt to find a resolution, nothing was accomplished and there was never any indication that they were willing to work with me in trying to get this resolved in any way. I have never delt with a company that was so unyielding even during a time that the world was going through some really tough times. Mind you, this was for a payment on an account that the interest were deferred for 1 year and the minimum payment was less than {$30.00}. I would like for you to check my credit report to show what my payment history is with all my other creditors. You will find that my payment history does not reflect a person that does not pay their bills and I value my credit highly. The result of this whole ordeal was a score point drop in my credit score which is totally uncalled for. 

I feel that I made various attempts at paying my bill and due to just not providing me with my own account number through phone calls as well as not mailing it to me in a timely manner, caused me to be late on my account. Not caused by my own doing!

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