Consumer complaint received 2021-08-04
Company: CITIBANK, N.A.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX I scheduled a payment with CITIBANK Double Cashback Card. The next day I lost my card and reported it missing. On XX/XX/XXXX I received an email and the mail stated there was a problem with my payment. I called my bank ( XXXX ) and they confirmed there was no payment submitted to them from Citi Bank at that time. I contacted CITIBANK via their messaging services and was told by the agent named XXXX at XXXX on XX/XX/XXXX " We have received your payment and there is no declined payment. Last payment amount : {$210.00} Last Payment Received Date : XX/XX/XXXX '' I explained that this may be an error and explained I had no option to send a photo but it says returned. They explained there were no errors and old activity is transferring from my lost report and I might see an inaccurate balance. I gave it a few days, my card arrived Friday afternoon and I left for vacation. I used the card to pay for dinner, when I swiped I received the decline error. I opened my app to add a travel notice but to my surprise the account was completely closed. I then turned to the message center to speak with XXXX that also confirmed the closure but advised I would need to call. I called and spoke to a representative from Citibank that advised me the closure was due to inactivity. I knew this was incorrect since I used this card often and asked her to review further. She apologized and explained it was due to my account being past due and a returned payment due to reason code XXXX STOPPAY, she proceeded to explain my last payment was on XX/XX/XXXX and that no payment was made for XXXX. I was a little confused and still in shock, I advised I needed time to review and would call back with my bank. She submitted the appeal before we disconnected. The next morning XX/XX/XXXX at XXXX est, I called XXXX to confirm the return on their end but was told there was no payment processed. We completed a three way call where both agent advised each of their calls would be Monitored and Recorded. The agent from XXXX explained to the agent from Citibank there were no payments submitted to them and never a stop pay placed on my account. The payment made was from stored information which I have used for every payment on my account. She confirmed my account was current and we confirmed that the payment on XX/XX/XXXX was an early payment for XXXX billing. We allowed XXXX to hang up once the agent confirmed the information and then I was placed on Hold for 10-20 Minutes before being disconnected without a check back. I proceeded to call back to Citibank to confirm if the agent had notated the account the conversation with the bank and the new representative stated " no. '' I did ask if we could contact them again and offered to initiate the three way call but he declined and states it was not his job to speak to my bank. Very nasty, he said " the closure was from the credit bureau as a direct result of my credit abuse. '' I explained the returned payment is from an error on their end since my bank did not receive this payment but stated they would not review for error. I feel as though this was an Unfair resolution. This agent also explained there was a cancelled payment on XX/XX/XXXX for {$100.00}. I explained this payment was cleared form my bank account on XX/XX/XXXX and was showing as processed on my Statement ending XX/XX/XXXX posted on XX/XX/XXXX. 

Six  hours later, I received an email that stated they reviewed my request to appeal and denied it due to past history with my credit card. I called back XX/XX/XXXX to review the account and gain as much information as I could. The agent explained there was a late payment in XXXX, which I accepted full responsibility for. It was due to a death in the family, 2 days late and never reported as a delinquency. They also stated this was due to the " deleted '' payment from XX/XX/XXXX, however, this payment was never processed. It was never submitted to the bank and another payment was made within the timeframe that was successful. This was Not a returned payment. The Agent also confirmed the closure was due to the returned payment from XX/XX/XXXX, but still advised they would not speak with my bank for confirmation that they never received it. Both payments on XXXX and XX/XX/XXXX were not returned payments to any fault of my own. 

I do not feel as though Citibank handled this claim with a fair resolution, I do not feel as though the appeal was reviewed for mistakes. I am trying everything I can to save my credit.

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