Consumer complaint received 2022-03-15
Company: CITIBANK, N.A.
State: VT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have an XXXX XXXX credit card account with Citi. The card was closed over XXXX years ago. The balance was XXXX. Ive been paying {$50.00} twice a month and not missed a payment in over XXXX years. I have been paying well more than the minimum payment so to get the card paid off as soon as possible. The normal minimum payment is around $ XXXX. Back in late XX/XX/XXXX I got a new bank account and forgot to update my new account info for the automatic withdrawals. My XX/XX/XXXX payment for {$50.00} went through but when Citi tried withdrawing the extra payment for the month of XXXX on XX/XX/XXXX it was returned which I did not get notified had happened. I got an email on XX/XX/XXXX from Citi notifying my XX/XX/XXXX payment was returned and I needed to update my payment info. I immediately logged into my Citi account and updated my new bank information and made the payment that was returned for XX/XX/XXXX. On XX/XX/XXXX Citi somehow still tried pulling my payment from my old closed account and not my new account that I updated which this payment is an extra payment again so it is not considered as a non payment I made my XXXX payment. I got an email on XX/XX/XXXX i again received notification of Citi trying to pull from my old account. I immediately went online and completely deleted my old account info so that could not happen again. My account said I was up to date with payments as The payments being returned were my extra payments. My automatic payments were and have always still been active. It said my next payment would be pulled on XX/XX/XXXX in which it was finally from my new account with no problems. Once I completely removed my old account info there was no issues since. In XXXX I got a notification from my credit report stating I had a new account with a missed payment history and it was Citi saying I had a late payment! I called Citi immediately and spoke to a very kind customer service rep. I explained what happened. She apologized, said she would immediately fix it. She refunded me all of my returned payment fees with the exception of the XX/XX/XXXX payment as that one was my fault and said they would send the credit agencies a letter with an update stating I had no late payment and it would be to them within XXXX business days. She also stated Citi would send me a letter of the payment history fix to have for my records. A few weeks passed and I received no letter nor did my credit get fixed so I called again. Again I talked to another rep that was very kind and immediately stated I was not to worry it hadnt been the full time, that if My credit wasnt fixed by the following week to call back and stated she would also send the letter to have for my records that was supposed to be sent immediately the first time. Then on XX/XX/XXXX I get an alert from my credit report stating Citi updated my account balance with the credits from all of the returned fees but did not fix my payment history. So I again called Citi but this time i got a very rude rep. I was told there was an investigation into the matter and that it was founded Citi was in the right and was not changing the payment history! I tried explaining even if the bank account mix up my fault ( which it was not ) regardless I still had and have not missed a single payment for the fact alone that Ive been making XXXX monthly payments for the last XXXX years for no reason except to take care of my obligation to pay off my debt in a faster manner paying an extra {$75.00} more a month than the minimum amount due!! Which in the end has now hurt me more than helped being that I wouldnt even be in this situation if I hadnt had that extra monthly payment set up. But The rep wasnt listening nor did he want to listen. I asked to speak to a manager and was told none were available. That I would get a call back within 24hrs. I never got the call. So I again called and this time got to a supervisor who was absolutely awful. Would not even listen to what happened. Just kept saying I was wrong and Citi was right. He didnt care what the original rep said nor the second one. So I asked for copy of the recording from both of my calls to the reps who promised this was being fixed. He said I do not have the right to request a copy and said I cant do anything else about the situation. I asked to speak to his supervisor or someone above him and he said he was the top that there was no one above him. He just kept going back to the returned payments not listening they were extra payments! I even asked if he would please listen to the recordings of the conversations and he said no, just no period. That again he didnt care what his rep said. I am attaching the statements showing the payments Ive made, the returned payments and then the credits for the returned payments. As shown on the statements Ive never been late, Ive never had a past due, and Ive made at the very least XXXX payment every month. This has ruined my credit dropping my score 40pts for just one missed payment that was never missed. Its wrong they can do this to people. Especially to customers doing everything the right way and then some to pay off their debt. Its not been easy paying the $ XXXX but I do it when I could have been just been paying the {$30.00} minimum payment. Now that extra payment has done the opposite and ruined my credit. Please help me resolve this as soon as possible. 

Payments made : XX/XX/XXXX + {$50.00} ( payment due for XXXX {$39.00} ) XX/XX/XXXX + {$35.00} ( payment due for XXXX {$35.00} ) XX/XX/XXXX + {$37.00} ( payment due for XXXX {$33.00} ) XX/XX/XXXX + {$37.00} ( payment due for XXXX {$38.00} ) XX/XX/XXXX + {$25.00} As shown Ive never missed a payment. Ive always been on automatic payments and both times I immediately took care of the mix up. The first time in XXXX being my fault and the second time in XXXX when it wasnt my fault.

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