Consumer complaint received 2015-07-19
Company: CITIBANK, N.A.
State: TX
Product: Credit card
Issue: Billing statement

Complaint:
We made a purchase at Home Depot during XXXX. We never received any notification from Home Depot or Citi Bank advising that payment was due until after our account was 60 days past due. When Citi Bank was asked why we were not contacted earlier or before the account became even 30 days past due, Citi Bank stated that they had no responsibility to do so since our account indicated " electronic billing '' was requested. Citi Bank stated that it is the responsibility of the Consumer to check the Home Depot website to determine when and how much payment is due as well as where to send the payment. I sent a formal letter request to Citi Bank 's, Executive Response Unit, during XX/XX/XXXX. This was a follow up to a phone call made to Citi Bank regarding this matter during XX/XX/XXXX. Citi Bank 's XX/XX/XXXX, written reply is now trying to justify their actions for reporting us to the credit bureaus for delinquent payment by stating that numerous phone calls were made to us requesting payment. This is TOTALLY FALSE. No evidence such as the actual number of calls made, who made the calls and when the calls were made, was provided to support Citi Bank 's claim of " numerous calls made ''. This is a baseless statement that has no merit. In addition, if these " numerous calls '' were made as alleged, then why were n't any messages ever left on our automatic answering machine? Why did n't I receive any calls or message on my cell phone? Home Depot and Citi Bank had both contact numbers. Citi Bank provided a list of email messages to substantiate their claim that emails were sent. The big problem here is that the list is inaccurate. We NEVER received any billing notifications. It almost does not include any reference to the Home Depot and Citibank email security breach notification sent and opened on XX/XX/XXXX as well as a few other marketing emails not shown on their list. Another BIG CONCERN is that this list does not include any computer IP addresses for any of the email allegedly sent and opened. During my phone discussion with Citi Bank 's XXXX XXXX of the Executive Response Unit, during XX/XX/XXXX, I specifically requested IP addresses by provided and she agreed that they would be included. This is of major importance since Home Depot and Citi Bank had a catastrophic EMAIL SECURITY BREACH during XX/XX/XXXX/XX/XX/XXXX. One would think that after such a fiasco, Home Depot and Citi Bank would provide a high level of due diligence to ensure customers are receiving important emailed correspondence, such as billing notifications. But no! Citi Bank has been content with allowing accounts to become 60 days or more past due and then to charge late fees and to report unsuspecting customers to the credit bureaus. I can only guess how many other consumers have been victimized by Citi Bank 's unscrupulous collection practices. Citi Bank should be investigated for these practices. Are Citi Bank employees paid a bonus or commission for collecting late payments? I 'm demanding that Citi Bank remove all negative reports and comments from my credit report and they become completely transparent about the responsibilities assumed by consumers that request electronic billing statements. We have maintained an excellent credit history for more than 30 years to only now have it damaged by Citi Bank.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation