Consumer complaint received 2018-07-16
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX has been unethical, unprofessional, charging and assessing fees on an account which is stated to be closed that they will not allow client to resolve. I think it is important Consumer Finance help me and I am sure other clients with how XXXX have serviced this XXXX  account, refusal to resolve account, get information on guidance on how to resolve, refusal to accept payment, stating account has been closed out however, I have been calling in since XXXX to get account resolved. Account fell behind after not receiving statements, once I became aware, I called into creditor to get resolved and they refused to take payment, redirecting me from department to department, spending over +2 hours on the phone because various departments kept transferring call. 

called in on XX/XX/18 - id Number - XXXX - refused give account information for dispute but instead transferred me to customer service XXXX staff, unprofessional, redirecting the issue, transferring calls to wrong departments, hanging up on me, very combatitive instead of solution oriented, not taking the time to hear & understand my concern to bring a resolve, instead answering phone, pullin up account and transferring, was my experience for more then 2 hours on more then 6 calls. Spending over 12 hours to get no resolve. 

I am requesting all derogatory marks be removed from my credit file & the ability to pay and get resolved & have account reestablished. 

After months of calling in, I spoke with rep and informed her account fell behind due to no receiving statements after having this account for +10 years never had I neglected to pay, somehow statements were converted to paperless which I never requested, she advised I send a written dispute in, and advised account was moved again from another department so nothing could take place on account, as card had been closed out, when I had been calling into resolve, meanwhile calling in week after week to get an update, each week being redirected to all the wrong departments again, being transferred around for over 1hour to never get anyone on the phone who could handle account, various reps advising I wait 90 more days after dispute however each month I am calling to get account resolved company is reporting lates however refusing to take payments to get resolved. Advised account would have never fell behind if I was being notified as I have maintainted this account for over 10 years and needed direction on how to get resolved, XXXX team refuse to get me a resolve but instead closed out my account, however each month tacking on interest and fees on an account they would not allow me to resolve, neither accept payment, nor allow me to re-open account after 1years of being a loyal client, and being redirected for hours at a time on a call. Every rep I spoke with would drop the call after spending 25 minutes explaining and I'd have to go through the prompts again of trying to explain and get assistance and a resolve after spending hours on the line to get no resolve meanwhile credit is being affected each month. 

Lack of ethics on XXXX behalf considering I'm now receiving statements that show accumulated fees and charges on an account XXXX is stating is closed out that they have refused to get resolved since XXXX. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- XX/XX/18 spoke with XXXX he advised account taking from other department and check back in week XX/XX/XXXX Spoke with XXXX XXXX XXXX XXXX States XXXX collections Is handling account now handing account Manager forwarded dispute to collections and states will have info within 7-10 days XXXX XXXX XXXX XXXX recovery department - request to speak with supervisor XXXX Contact Consumer finance bureau ( XXXX ) XXXX -attempting to recover card, longest standing account & tried to restore & tried to pay and resolve and got run around -working with XXXX since XXXX - refused to take payment -i recieved statement showing account was still open but when calling to resolve they wouldn't accept payment -transferred around but everytime transferred each department acknowledges they don't have account & have yet to be able to speak with the department who is handling account -spent 4 months to figure out I was speaking with wrong department- should of been calling Citicard & the number on statement would not handle account -tried to resolve matter they refuse keep redirecting me yet reporting late each month to my credit and refuse to allow me to resolve 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