Consumer complaint received 2017-01-17
Company: CITIBANK, N.A.
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XX/XX/XXXX at approximately XXXX, I logged onto Citi Mortgage 's website to make a payment for XX/XX/XXXX as I do every month. I made a payment in the amount of {$940.00}. At XXXX am, I received a call from a Citi Mortgage Representative requesting payment for XX/XX/XXXX which I advised the Rep that I had already made a payment that morning already. The agents response to me was that the payment should post to my account within 3 business days. I responded " ok, '' and we disconnected the call. 

To my surprise on XX/XX/XXXX, I received a call from a gentleman at XXXX requesting a payment for XX/XX/XXXX. I do not recall his name but stated to him that I had already made a payment for XX/XX/XXXX. He said that he did not see the payment nor that I even attempted to make a payment in his system. Of course at this time I was very upset because now my payment would be considered 30 days past due and I voiced this to him and he stated that I should try to get my payment in as soon as possible to avoid this. I did not have my personal items on me as I was running late for work and forgot my cards and check book at home. 

I had my fiance text me a copy of my checks so that I could make a payment since Citi did not have access to the checks that I have on file and use to make my payments EVERY month. I called back at XXXX and spoke with XXXX, I gave her my payment and explained to her what happened that I went online and made a payment but not sure what happened to their system. I asked her would my account be reported 30 days late and she responded that at the time of our conversation, my account had not been reported and that she believed I would be ok given the holiday. She also stated that if the late payment posted to my reports that I could dispute this inaccurate reporting. 

On XX/XX/XXXX, I came home to a letter from Citi stating that they reported my account to the Credit Bureaus for being late. Imagine how furious I was. I have never paid my account 30 days late with Citi Mortgage and I have voiced this with every Rep that I have spoken to since. 

On XX/XX/XXXX at XXXX and XXXX I contacted Citi in regards to the letter that I received. I spoke with Supervisor XXXX who assisted me with filing a dispute, she explained to me that I should receive a response from Citi 's research team on XX/XX/XXXX. 

Today, XX/XX/XXXX, I received an email from Citi stating that the dispute had been completed. I contacted Citi at XXXX pm to find out the results of the investigation. To my surprise, the agent advised that no change would take place to my credit report, and that the late payment would stay on my report. 

This is absolutely unacceptable as I DID NOT make a payment late ( I have attached proof of this from the history on my cell phone where I make my payments from EVERY month. ) Since Citi stated that they did not receive my payment and did not want to take responsibility for whatever system error they may have experienced on XX/XX/XXXX, I went online today to make a payment just as I did on XX/XX/XXXX to see if the History on my cell phone would look the same, guess what, it did! 
Even though I asked in my dispute to research the calls and listen to the recorded calls of me stating time and time again that I made a payment on XX/XX/XXXX, it does n't appear that this was done. 

Based on Citi 's reponse to this complaint I will be filing a lawsuit pursuant to the FCRA for 1 ) Defamation 2 ) Violation of the Fair Credit Reporting Act and Fair Debt Collection Practices Act as I was did not make a late payment and clearly there was a glitch on Citi 's website which caused the payment not to process. Citi needs to be held repsonsible for their error, because of this my credit score plummeted over XXXX points and will do major damage in me closing on my properties next month.

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