Consumer complaint received 2023-03-05
Company: CITIBANK, N.A.
State: MI
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:
I've had a Citibank credit card account for over 37 years. It had a very high limit which I only kept that account in case of a family emergency. I never used that account for regular purchases. The card was kept locked up. I did however have the account set up to pay balance in full each month as an Autopay to be deducted from my personal checking account. 
In XX/XX/2022 I noticed on my bank account that over $ XXXX was taken from my account as an autopayment from Citibank . I contacted Citibank customer service and they immediately connected me to the fraud department who went over the transactions with me and assured me I would not be responsible for any of the fraudulent transactions. The $ XXXX would be returned to my bank account, which it was, and they shut down that " credit card '' and sent me a new one. However, I never received that new card and then the next month more fraudulent charges appeared on my account under a new card number. Again I contacted Citibank customer service and again they assured me I would not be responsible and they would shut down that card, and send me a new one. Again I never received a new card, and again there was more fraudulent activity the next month now XX/XX/2022. This time after being transferred within Citibank customer service and around an hour & a half of discussion on the phone someone finally was starting to see what was happening and seemed like they could help me. Apparently as soon as they would verify my correct address & email someone from the dark web was changing it and ordering new accounts and cards in my name. And again I was assured that I would not be responsible. But, in XXXX of 2022 I received an alert from XXXX XXXX that my credit scores had dropped from XXXX to the low 700 's because of a 30 day late payment on my Citibank account. Like I said I have had this account for over 37 years and have never ever made a late payment, or even used the card not once in the past 2 or 3 years. I also have made it a personal goal for my husband and myself to always maintain perfect credit scores as we are both in the financial services business and understand how valuable an excellent credit rating is. I contacted Citibank customer service and the foreign representatives could not help me at all, they seemed to struggle with understanding my situation and how they could help. I repeatedly asked for someone in the fraud department which I finally did speak too, and they said they understood and would correct the situation. The next thing that happened the next month was I got another late payment and my account of over 37 years with an extremely high limit was closed and my credit scores dropped another XXXX or so points. At that point my scores were in the 600 's. I contacted Citibank to submit a dispute, as well as filing disputes with all three credit bureaus.. Supposedly my disputes have been ignored, or settled as legitimate and my credit reports are still showing inaccurate information and my Citibank account is " closed by creditor '', Which has adversely effected my excellent credit history. I understand that it looks bad to have a creditor close your account, and it adversely effects your score as it reduces your debt to credit ratio when you lose access to a high amount of funds. 

I did contact an attorney but it seems like all the credit attorneys just want to help people that are trying to get out of paying their actual debts... not fight for those that have legitimates issues with a creditor. 

Thank you very much and please let me know if you need any further information from me. 
Sincerely, XXXX XXXX XXXX

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 non-monetary relief