Consumer complaint received 2018-03-29
Company: CITIBANK, N.A.
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Don't agree with the fees charged

Complaint:
The original lender of this loan was Citibank Student Loans. I had taken out 3 loans in total with Citibank. Two were sold to XXXX XXXX XXXX, and one was sold to and serviced by XXXX XXXX ( XX/XX/XXXX ). 

There was original discrepancy when my account was transferred to XXXX from Citibank. Fast forward, I had not received an additional deduction off the prime rate of 0.50 %, a benefit that occurs after the first 48th payment. There had been a technical glitch where I submitted my forbearance application and payment, which I should not have been penalized for. 

Fast forward to XX/XX/XXXX, where Citibank ( via XXXX ) agreed to give me this benefit, and backdate the adjustment to XX/XX/XXXX. XXXX XXXX, XXXX ( XXXX ), sent me a letter which is attached to this complaint. I was suppose to {$1000.00}, which is what XXXX XXXX XXXX stated on XX/XX/XXXX. She said the credit went into affect on XX/XX/XXXX, therefore I asked her for proof since, I did not see a significant change in balance, other than the additional payments I have made. She mailed me paperwork, which I received early this month. Again, I did the calculations, and checked my bank statements, and did not see the {$1000.00}. I emailed and called her several times, to which I have not received any updated paperwork. Prior to XX/XX/XXXX, I called her almost every week regarding this credit, and there was no information. 

In comparison, XXXX XXXX XXXX, which bought two of my Citibank loans, immediately calculated and credit my account within days of notice and evidence of paperwork ( last XX/XX/XXXX ). 

I have been frustrated with this transaction with XXXX, and never received email responses back from XXXX XXXX, and had to call multiple times just to get in touch with XXXX XXXX. I would like to have the {$1000.00} credited to my account, so I can make significant payments to paying this loan off. I had called in XXXX - XXXX for status updates because of the impending rate hike. I have also carefully tracked this balance and my payments, and logged calls with XXXX staff. I would like for Citibank to issue the credit since XXXX does not have the capacity to fulfill Citibank 's request. 

I am attaching the original letter from Citibank, as well as the itemized documents that XXXX sent me with my notes, and multiple emails to XXXX XXXX, careful tracking balance of each payment ( my notes ),  and call log to numerous reps from XXXX. If you notice on the last two pages, there are pencil notes showing who made the payments, and where I should be seeing the {$1000.00}, but don't see. XXXX XXXX claims that it is a back-end technology issue, and was going to send me paperwork. However, I never received any paperwork past XX/XX/XXXX and it has been 2 weeks past the last time we spoke, XX/XX/XXXX. There are more documents that I can send, but given the limit of 10mb,  I can either mail and send them to you. I am only uploading what is relevant.

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