Consumer complaint received 2020-06-24
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Credit card company won't increase or decrease your credit limit

Complaint:
I received an electronic letter through my account message center dated XX/XX/XXXX stating my credit limit had been reduced from {$7900.00} to {$1100.00} due to an account showing a delinquent credit obligation on my XXXX credit report. The letter goes on to state If you find any information in your credit report that is inaccurate or incomplete, you have the right to dispute the matter by contacting the reporting agency at the address or phone number above. If your credit report changes as a result of a dispute, please give us a call within 60 days so we can re-evaluate our decision. If you have any questions, call us at XXXX or go to citi.com. '' I tried calling the number on several different occasions but each time after holding for a while the automated response said they could not take the call at this time to try back later. I mailed a letter to Citi on XX/XX/XXXX stating the information on the credit report was an error and was already in the process of being corrected with the credit bureau. I requested that the credit limit be reinstated and that someone from Citi contact me to resolve the issue as lowering my credit limit would negatively affect my credit score and I was in the process of refinancing my house and would cost me a significant amount of money due to the credit score dropping. 

On XX/XX/XXXX I received another electronic notice stating At this time, we're unable to approve this request because we don't have your current income and/or monthly mortgage/rent payment information on file. I updated the information and then received another letter dated XX/XX/XXXX stating, Hi, XXXX. We reviewed your request to increase the credit limit on your Citi Diamond Preferred Mastercard account. We're unable to approve your request because your credit report shows a delinquent credit obligation, either paid or unpaid with another creditor. If your credit report changes as a result of a dispute, please give us a call within 60 days so we can re-evaluate our decision. I have again tried to call the number on the letter, XXXX, several times but keep getting the automated response sayin to call back at another time. 

The information on my credit reports showing delinquent payments were put on in error. I disputed the negative reporting and have received letters from each credit bureau with the credit reports showing the delinquencies and non payment information has been removed and there are no accounts, past or present, showing delinquencies or balances not paid. 

On XX/XX/XXXX, I tried calling the Citi number on the back of my card trying to see if someone could transfer me to the department that made the credit limit reduction to try and get the limit reinstated. I spoke with XXXX who tried to transfer me to the proper department but he came back on the line after holding and stated that the Line Management Team, the department for the number in the letter I received, was not available and he did not know when they would be and could not transfer me to anyone who could tell me who or when I can get in touch with the department responsible for making the change to the credit limit. I spoke with XXXX  supervisor, XXXX, after spending 1 hour and 46 minutes on the phone with XXXX, and she said they can not request to reinstate the credit limit until 6 month after the change was made, meaning I would have to wait until XX/XX/XXXX to even request the limit be reinstated. I explained to her that the letters I received did not say to wait 6 months to request to reinstate but to contact them within 60 days and I have not been able to reach them. XXXX said the only other option would be to mail a letter in requesting the limit to be reinstated with a copy of my credit report showing the delinquencies removed.

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