Consumer complaint received 2020-11-04
Company: CITIBANK, N.A.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Citibank harassing me, and stonewalling to clear up the issue. 

XX/XX/2019 : Fraudulent charges ( totaling {$190.00} ) on my " Citi Double Cash Card '' account was brought to the notice of Citi Mastercards XX/XX/2019 : Spoke to Senior Account specialist at Citi and requested the account to be closed because of a history of poor service, a track record of stopping actual authorized charges, but letting in fraudulent charges now. Each time I call, I am having to wait a long time trying to explain and repeating myself to multiple Citi staff. 
Staff confirmed everything and the account was closed as of XX/XX/2019. 

XX/XX/2019 : Another statement received with disputed items still open. Spoke to agent XXXX, Employee ID # XXXX. 

Agent apologized and assured me that this will be the last conversation we need to have. I requested that they end all future communication with me and stop harassing me. 

XXXX-XX/XX/XXXX : Fees, Penalties and interest being charged. Called several times in the evenings, but usually agents with poor english make me wait and end up asking me to call back. They never take my number and call me back! I have a record of all the telephone calls I made and how long each time I was on the phone. 

XX/XX/2019 : Received a letter from Citi agreeing to stop the harassment per my numerous complaints. 

XX/XX/2019, approx XXXX XXXX AZ time, spoke for about 80 minutes with : 1. XXXX, ID # XXXX, XXXX ( when asked for ID #, suggested I continue using an earlier Ref # XXXX, and XXXX ( not sure of the name because I couldn't understand the accent despite several attempts, ID/Ref # XXXX. Each one seemed to understand and agreed with my complaint. 

XX/XX/XXXX : Finally another agent was helpful. I insisted that he send me in writing what was agreed to before, i.e., that per my request the account is closed with no outstanding balance. Citi records the calls but will not review the content of the calls or provide transcripts. So I start recording the calls for documentation after notifying them. 

XXXX XXXX XXXX XXXX : I receive a letter stating the balance is XXXX and that per my request the account is closed with no outstanding balance. Copy attached as Annexure-2. 

XXXX XXXX XXXX : I receive another statement with more finance charges and penalties again! 

Unable to resolve any further. They had marked my credit file as delinquent and last week I was served with a collections notice. 

I was denied credit at least once because of their actions. I need to be applying for credit soon and my business might be greviously hurt if they do not clear my name. 

I have documented the telephone calls, recorded conversations, as well as copies of numerous letters and faxes I had sent Citi. I had also invoiced them for my time which I will take up separately. 

Their behavior is not only reckless, it is unprofessional and irresponsible. It is causing real stress to me and damage to me financially.

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 monetary relief