Consumer complaint received 2021-10-04
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
Our Company, XXXX XXXX XXXX XXXX has an account setup with Citibank for multiple company credit cards issued against a master account for our executives to make purchases as needed. 
As the account administrator ( CFO ) on record with Citibank, Citibank has repeatedly ( monthly ) erased my and our CEO 's access to the account through both online and phone services. 
Here are just some of the dates that this has occurred on record with Citibank as follows ; XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX As you can see by the above dates, this has become a recurring issue and has been occurring more frequently. Upon calling their customer service today and inquiring about the issue with XXXX, I was informed that my card has never been on file for online access. I explained to her that I have restored this card multiple times just over the last 6 months, and I keep losing access. She transferred me, then hung up on me. I called back and talked to a supervisor who then informed me that their account does not show my card as having access. 
I am concerned for several reasons as follows ; 1. I can not check for credits or charges on the account until the paper statement arrives following the billing period.

2. I have no ability to pay the card prior to the closing period, and thus Citibank is unethically and illegally preventing our company from paying credit card charges within the period without interest penalties.

3. Citibank mails out a paper statement with very few days to pay it before it becomes late, and as such has prevented the ability to pay online. Our company believes that this has become an effort by Citibank to charge exorbitant late charges and effectively damage our DUNS rating for our Company through using corrupt billing and reporting practices. This has become an issue with the mail USPS delays, and Citibank seems more than happy to collect/apply late charges accordingly.

4. This further prevents our Company from reviewing charges on our card and detecting fraud in a reasonable amount of time, which then Citibank disputes that we did not report fraud in a timely manner.

5. Following my calls with Citibank this morning that began at XXXX XXXX PST and finally ended at XXXX PST, my card and the card of the CEO are still not restored for access by Citibank.com card services. 
6. This further damages our Company by utilizing the resources of authorized personnel such as myself who are paid higher salaries, but expend monthly amounts of time in trying to restore such consumer access points with Citibank of which Citibank does not restore. 

The above dates have been recorded by our Company and are clear and precise representations of an abusive relationship by Citibank that collects fees without allowing the customer the option to pay for things prior to fees being added to our account. 
My phone calls on XX/XX/XXXX, can further demonstrate that Citibank is either intentionally unwilling to restore our Company account access, or is pretending to do so without actually following through as a means to charge ill-gotten gains. Our account can be so verified at this time that even after today 's call and properly identifying myself, that Citibank has still not restored the access to the account.

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