Consumer complaint received 2021-06-02
Company: CITIBANK, N.A.
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
In XX/XX/2020, CitiBank alleges that they didn't receive my {$22.00} check that was mailed 3 to 4 weeks prior. So, I gave them a check by phone to get the account current, but asked that they please notify me of receipt of the missing check as soon as it is available. They received the check, allegedly the same day, but instead of notifying me, they cashed it BUT DIDN'T POST TO MY ACCOUNT. Then came XXXX and the MISSING CHECK still wasn't posted. I called again and told them that my bank shows they cashed the check, but they gave me the runaround and finally HUNG UP THE PHONE when I asked for a supervisor. I called back and after 20 minutes or more, they picked up. I again asked for a supervisor, but this time I was left on hold for over 30 minutes and then HUNG UP ON AGAIN. Now, they DO NOT WISH TO RESOLVE THIS ISSUE! 
I told them that unless they could find where my check was posted and show it to me, I no longer wished to have this service. The supervisor was all apologetic and told me they would find the check and get back to me. Well then came XXXX. Again, the check was not posted and I called to cancel everything. They tried to discourage me by giving me to agents who couldn't or wouldn't help but I stayed on the line. I finally got a sympathetic agent who said she would fix the problem before the XXXX statement. Now, I don't know if you are aware, but they sourced out the account to the XXXX for servicing and although they speak XXXX, their XXXX is XXXX. After going around and around in the hold pattern, I was finally given to an agent who appeared to want to help me. We did a 3 way with CitiBank, the XXXX and me. I went through all the problems and gave them dates and check numbers but after all this, THEY DIDN'T FIX THE PROBLEM. Now each month they removed the interest and late fees, but then the next month they were there again. Now this seems to be an inherent issue with CitiBank and I sincerely want you to do a deep dive into their practices. If you look at my Credit Score, for the past 45 years, YES 45 YEARS, I have NEVER been late on a single payment and my credit score was well into the XXXX and EXCEPTIONAL!!!! Now, because of XXXX XXXX issues with my Credit Hold and their inability to address a new charge on a XXXX XXXX inquiry, my credit score has been slowly dissolving until lately. Now, I don't know which issue is causing the most damage, but when I tried to give you all the particulars in the dispute, I was quickly shot down by the dispute department. YOU are there to SERVE your customers and YOU should make every effort to resolve disputes in the CUSTOMER 'S FAVOR!!! NOT THE BANK ... 
Finally, I tried again to resolve with XXXX, only to be dismissed by the dispute department without so much as a followup email. I believe CitiBank is practicing banking at its worst, by charging its customers for all the fees and interest that they do not deserve!!! 
You, as a government agency, must protect the citizens from unusual and unfair banking by the customers as well as by the banks. I have had a PERFECT SCORE up until XXXXXXXX XXXX XXXXXXXX XXXX  up and then this Citibank XXXX. LOOK AT MY CREDIT SCORES FOR THE PAST 45 years. Do you think that now, at XXXX XXXX XXXX, I have decided to be a credit risk????????? The answer is NO, one thousand times NO!!! And for you to take the word of a XXXX in a far away country who doesn't have a handle on REAL XXXX and who is operating on an overnight schedule is ABSOLUTELY APPAULING!!!! Look at my credit scores and let me know how this XXXX happened in the first place. That is if you REALLY want to resolve the issue or if you only want to kick it down the road like before ...

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 non-monetary relief