Consumer complaint received 2023-12-09
Company: CITIBANK, N.A.
State: OH
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Unable to get your credit report or credit score
Sub-issue: Other problem getting your report or credit score

Complaint:
Just before XXXX XXXX, I was felled with XXXX XXXX, which set off XXXX XXXX other things that had been lurking. Because this was unusual, the hospital tried to keep me alive and stable so they could start doing somethinganything. For the first month of XXXX I was horizontal at XXXX XXXX in XXXX. My daughgter/nurse got me out of there up to XXXX XXXX where I immediately tested POS for XXXX and was isolated for two weeks. Then two more weeks until they could determine if it ( XXXX  ) was a communicable disease. I finally got out of isolation. A hydraulic sling was used to get me out of bed, into a wheelchair, down to PT where I spent 45 minutes re-learning how to stand and put one foot in front of the other. Remember, I can only use my left side-strength for that ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, so I had to break the therapists in and get them to understand I came in with a problem they werent aware of. Before I XXXX XXXX XXXX to continue PT back in XXXX, I tested POS for XXXX again. Two more weeks in isolation. 
All this time XXXX is trying to take care of everything at the house, help XXXX get organized with the XXXX XXXX, and handle non-covered expenses. We were doing fine on my {$60000.00} work income plus {$18000.00} Social Security and had tucked the money I received for my half of the house sale away for retirement ( the financial debacle of XXXX resolved that-not happily ). In one day I lost the {$60.00} thou, as fast as Id lost the savings. She was coming to see me ( somewhere ) at least once a week, but had to rely on folks to drive her. 
During that time expenses were paid as much as possible with the SS check, but unfortunately she had to use my ( Citi ) XXXX XXXX and ( Citi ) XXXX. By the time mid XXXX rolled around we couldnt even meet the minimum monthly sometimes, and I was back in the hospital until we moved here ( XXXX OH ) in XX/XX/XXXX. I was tossed into a skilled care facility ( you do NOT want to know anything more than that ) where I tested POS once again for XXXX. 
I have never intentionally been late until these two cards, and thinking about it ate me up. I checked into bankruptcy ; I checked into one of those debt companies where they cut your debt in half. What it all came down to was that I was responsible for the charges and dumping them on someone else wasnt right. I called and spoke to Citi. They closed the cards and set up payment plans of $ XXXX for the XXXX, and 9.9 % interest ; and $ XXXX for XXXX, no interest XXXX Each month Ive paid at least 1.5 times what was due, sometimes twice what was due as other bills like ambulances and bank notes cleared. At that point my XXXX score was not quite XXXX, and before this all started it was up around XXXX. Not long after the payment arrangements were made, I received a letter from XXXX, and one from XXXX, cancelling both cards for XXXX reasons : 1 ) lack of use, and 2 ) because of their relationship with my creditor ( Citi ). 
I had had my XXXX card for 60 years, and XXXX for XXXX. Not once had I EVER been late on either card. There are no Exxons in Ohio, strangely, and XXXX fuel is usually {$0.00} cents less per gallon than XXXX. I noted on the back of the gas cards that they were indeed tied hand and foot with Citi. I sent my XXXX XXXX card, cut up, back to the CEO of XXXX XXXX saying I wouldnt want to be checking out, give my card, and have it refused because I hadnt been building enough. 
Then I looked at the XXXX  for Citi. XXXX  is rated an F,, they have ( at last look ) XXXX unanswered complaints, and are printing only every fifth letter of complaint. Citi is trying improve their image and now have added a title on the door, Executive, to make you think youre talking to someone who cares. 
I have yelled long, hard, and frequently about their cancelling cards that had absolutely nothing to do with my being late. They dont care. They did it because they can, not because there was ever a problem. 
That was the backup for where I am now. I explained the situation by mail to XXXX because there was no acknowledgement of my improving my financial status. I stated the cards were mine, and unless I were in arrears on them, Citi had no right to take them from me. ( As an aside, Ill never be able to drive again, but in the event I am able to go somewhere one day, XXXX, or whoever is transporting me, wouldnt have to worry about refueling costs. ) XXXX agreed the cards were mine. End of conversationafter they said all they do is assimilate what creditors give them. XXXX has been a riot. They send emails telling me to check my credit score, then they try to get you to upgrade ( for money, of course ) and eventually with enough noodling around their site, you come to what you were looking for : the number, not the reason. Daily, I receive emails from credit reporters hawking new credit cards. I receive at least two credit card offers a day. Does that make them part of the problem or the solution? Why the ads from XXXX offering to raise my score? If they can't tell me where the numbers come from, and WHAT COMPRISES THE NUMBERS THEY SHOW, as in what reason was given by each creditor for their numbers. If that's not available, then whatever is established as an XXXX number is total XXXX and any company that uses it should be prosecuted for violating the equal opportunity act.

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