Consumer complaint received 2019-01-16
Company: CITIBANK, N.A.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I am seeking the intervention of the CFPB in an attempt to correct critical information adversely impacting my FICO, XXXX  and XXXX XXXX credit reports attributed to negative reporting from Citibank credit card. The matter at hand took place during the billing period of XX/XX/XXXX XX/XX/XXXX. The balance on the Citibank card was {$3800.00} at the start of the billing period. Three recurring payments from my checking account were subsequently credited to the Citi account on XX/XX/XXXX ( {$40.00} ),  XX/XX/XXXX ( {$40.00} ), and XX/XX/XXXX ( {$40.00} ). On XX/XX/XXXX of the same period, a one-time payment of {$3700.00} was made via the Citibank customer service XXXX number, rendering a negative balance of - {$2.00}. Unknowingly, on XX/XX/XXXX the Citi account was charged {$28.00} interest for the billing mentioned above. The - {$2.00} credit from XX/XX/XXXX was  applied to this interest amount, leaving a new balance of {$25.00}. This last transaction would not be discovered until several months later, approximately around XX/XX/XXXX, while checking my annual credit reports. The missed payment had triggered an overwhelming sequence of events namely ; my Citibank credit card of 6 years and $ XXXX limit was canceled by Citi , 60 and 90-day delinquencies were reported to the credit bureaus, and my FICO score plummeted from XXXX to XXXX. On XX/XX/XXXX I sent a Letter of Error notice to Citi Bank Credit Bureau Dispute in efforts to rectify the oversights. This attempt to fix the errors would prove to be futile. Following my dispute, I uncovered additional circumstances that compounded efforts to remedy the situation. Because I elected to go paperless, I should have received my credit card statements via email. However, correspondence with XXXX XXXX XXXX found that all emails from the Citi group were added to the list of blocked emails within the security and privacy setting for my account. Therefore, I did not receive any notice of late or missing payment. Secondly, while making the XX/XX/XXXX payment via the Citibank customer service XXXX number, I selected to hear my current account balance and paid ( over ) that amount firmly believing that this transaction had settled the account. However, Citibank would later inform me that the current account balance information is not reflective of a payoff amount. This revelation was troubling since there is no option to hear a payoff amount on the customer service phone number. Hopefully through this communication Citi will earnestly reconsider the facts and apply common sense to an uncommon situation. I was a loyal customer to Citi for 6 years, typically paid weekly, in advance, over the minimum, and without ever missing a payment. After paying {$3700.00} to settle the account, my evidential history proves that I would not have intentionally paid {$25.00}?! Thanks in advance for your help and consideration.

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 non-monetary relief