Consumer complaint received 2018-08-01
Company: CITIBANK, N.A.
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have had a credit card account with CITI for years and have been paying on it ever since and on time an paying it down. My account was closed in XX/XX/2011, but I have always been able to pay this account on line since that time. The account always shows up as the typical credit card web site with total amount due, your payment history, payment due, and when it is due. You can also go back and see any pending or applied payments, just as with other cards. Every month during the same time I pay this card and pay over the amount due. I must also add that over the years this amount due has change and in the last 2 years they increasingly have lowered the payment. Regardless, I pay and have been successfully paying it down. I can always check to see that at that moment my payment is pending and eventually it shows up as paid. My account works like this even though it says closed. I also receive the usual paper information in the mail each month with the same details and additional information like account finance interest rates and fees. No other details were on my paper information about any problems. I have received no notices or anything by email. This month when I go into pay, which was today, the account shows only one simple statement, Account alert : this account is closed. For inquiries, call XXXX. Unlink this account from my User ID. When I call the number it is a card activation line and it says account closed. When I click the Unlink this account from my User ID and it goes to a page and it just shows We Cant Find This Page ( 404 ). I tried talking with an  account manager on line where it shows you that it can and she or he said clear my browser. I did and it did not work. I still could not see my account information or find it. Next I called the company at the customer number they give and talked with several people who just kept telling me the account was closed and that is why it does not show up. I said that it just a bull excuse because I have been using the site as normal for years and it always shows all of my account information. They suggest I call the payment in and I said that will not work. I kept arguing with them getting no place and so I kept asking for mangers. I have talked with the last one and they dont know what to do. I pretty much know what I think is really going on and that is they have tried for years to get me to pay this account off or agree to increase my interest rate by scam games. Currently, I pay 6.74 % and over the years they have tried to trick me into paying 15 %, 19 % and I assume now even more. I made my contract them on my lower rate years ago as a fixed rate. I can only assume this is another attempt to force me into paying more or paying the account off. The simple fact is they can not provide me with any reason as to why I could for years pay online like everyone else does and now all of a sudden out of the clear blue I cant when my account has always been in good standing since XX/XX/2011.

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