Consumer complaint received 2020-03-27
Company: CITIBANK, N.A.
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I have recently been temporarily laid off due to coronavirus. Im a XXXX  XXXX at a XXXX school and we have been forced to close due to this pandemic so my paychecks have stopped. As soon as I found out, I began contacting my bill companies. Every other company has worked with me by deferring my next payment to help me financially and help me not get into a serious financial situation or have my credit score ruined. CitiGroup has been the only company I have received NO assistance even with several calls to the customer service for both my CitiGroup credit cards. Im simply just asking for payment deferral until I can get my paychecks started back, after returning to work. Ive spoken to the customer service department and the hardship department at Citi. My first call was on XX/XX/XXXX, I then called again and for a 3rd time on XX/XX/XXXX and every time I was told they are aware of the coronavirus pandemic and financial hardship, but no plan is in place and bills are expected to be paid in full, on time. When I called back for the 4th time on XX/XX/XXXX I was transferred to the hardship department to see if anything could be done and was told again, no plan was in place. On the XXXX the person put notes on my accounts stating I am experiencing financial hardship and will be unable to make my payment, which is due XX/XX/XXXX, in full or on time. I called again, today, XX/XX/XXXX to inquire about a plan because my bill is due tomorrow. I was met with a very unprofessional rep named XXXX and she said there was simply nothing she could do about it. I asked for her supervisor and she gave me to someone named XXXX. She mimicked what XXXX said and said she was going to connect me with the hardship department to see if anything could be done. I was put on hold and then XXXX picks up the phone a few more times saying shes still waiting for the hardship department. She then picks up for the 4th time and literally says to me that the hardship department is experiencing high call volumes and she will need me to call back another day because she has to help other customers. That statement was extremely unprofessional. When I asked if I called back and they were busy again, she would they wait long enough to help me, as a customer, she just responded with hopefully they wont be as busy. Ultimately, no help as of tonight XX/XX/2020. My payments ( 2 cards ) is due tomorrow, I have been out of work due to coronavirus and CitiGroup is the ONLY company who has not assisted me with payment deferral. Please help me! Ive tried so much to reach out to Citi and theyve been unprofessional and had no sympathy on something that is financially devastating the whole world, COVID-19. I dont want my credit to be ruined due to this event that is out of my hands! I have a 100 % perfect payment history with not even ONE late payment. Ive taken pride in paying my bills on time and with Citi not working with me Im afraid Im spiraling towards bankruptcy! Help!

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