Consumer complaint received 2021-03-08
Company: CITIBANK, N.A.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX Update this account to reflect PAID for the month of XX/XX/XXXX. 

I am need help communicating with CITI because they have been ignoring my requests regarding this account. I have been writing to the bureaus and CITI regarding this account for several months and I still no NOT see they they indicated that this account is being disputed. I have proof to furnish if necessary. ( Missing DISPUTE indicator according to section 623 ( a ) ( 3 ) of the FCRA. 

Citibank is reporting a late payment for XXXX of XXXX on my credit report. I always have this account on AUTOPAY this explains why I have NEVER been late on this account. Citi is reporting this 30 day late according to bank error. I called and spoke to a representative who said that the AUTOPAY feature that I signed up for and currently still have, was DEACTIVATED my Citibank because I did not accept their new terms and conditions that they sent via email. During this XXXX XXXX Month I was in quarantine as Pennsylvania  ( the state I was in at the time ) and my home state of NY both declared State of Emergency. XX/XX/XXXX is when the State Executive Order Declaring Declaring a Disaster Emergency in the State of New York was put into place According to the Consumer finance website the CFPB released a statement outlining the Responsibility of credit reporting companies and Furnitures drawing the covid-19 pandemic. many lenders are being flexible when it comes to Consumers making payments yet Citibank took this time to delete my already existing agreement with them for auto-pay. Citibank has put me in a very scary and painful position because I have never been late on any of my bills on my credit report ever. This is the only late payment that I have ever experienced and it has dropped my credit score tremendously. Citibank did not tell me about this they took it upon themselves to remove my auto paint which protected me drawing the state of emergency that me and all my fellow Americans had to deal with. during quarantine I did not have access to all my electronic devices and my mail as I was at hearing to Federal and local state laws. I needed auto-pay to keep me protected so during the pandemic I was not breaking any laws by traveling state to state as I usually do.

According to Consumer Reports, Citibank has been making many mistakes during this pandemic and has not been handling consumers accounts with appropriate care and accuracy. Consumer Reports has explained that Citibank has been very inconsistent with their communication drawing covid-19 including me. of all consumer complaints between XXXX and XXXX of XXXX 36 % of all complaints are about Citibank this is more than three times the amount of any other company. I need this late payment removed immediately because Citibank 's Bank error. 

I am suffering tremendously emotionally and I am suffering harm to my financial well-being. I can not believe there is a late payment on my credit report that I did not do. I should not be suffering because of Citibanks error and according to the cares Act and nyc.gov the laws and policies that have been implemented to protect Americans during state of emergency times have all been ignored by Citibank. this is destroying my perfect record and I need this updated immediately and if not, I will seek help from my family attorney or and fcra attorney of my choice. 

I am including the screenshot of Citibank reporting a late payment in XXXX after my Governor declared state of emergency and I already had an established auto-pay feature on my account for many years prior. update this account to reflect positive payment on XX/XX/XXXX. I have called, I have written, and I need help to communicate this issue with Citibank. This account needs to be updated and the late they have reported needs to be removed. 


XXXX XXXX XX/XX/XXXX

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