Consumer complaint received 2023-07-17
Company: CITIBANK, N.A.
State: CA
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 received an email from my Citibank credit card informing my that my account would be closed at the end of XXXX, my card expiration date, because according to them, I was " currently enrolled in a repayment program for this account or another credit card issued by Citi ''. I knew this was an error since all my credit accounts are in good standing and none were in repayment plans. I called Citibank to learn more and explain that I all my accounts were in good standing. They said their information about the closure was proprietary and they could not help me until my account was actually closed. I filed a complaint with the XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Citibank saying they received the XXXX  complaint and their subsequent investigation indicated that my Macy 's credit card, issued by Citibank, had a prepayment agreement and the account any my case had been closed with no change plans to close my account. I called Citibank on XX/XX/XXXX and spoke to customer service agent XXXX. I explained that I pulled my credit report from all three credit bureaus to see if there was any indication of fraudulent activity, since I knew I had not authorized a repayment agreement of any kind. I told her that neither my records nor credit reports supported their claims of any repayment account with Macy 's or anyone else. She said shed re-open the account and put a note in. She sent re-review request to XXXX and said he would review and contact me via email and call ( I requested a call ) within two days. I never heard from him. 
The XXXX  sent me an email on XX/XX/XXXX asking me if it had been resolved. I indicated it was not resolved because my account was still being closed due to erroneous claims and requested it remain open until everything was cleared up since I had not been given any proof supporting their claims. On XX/XX/XXXX I received a call from XXXX at the Citibank Executive Response team asking why my XXXX  complaint had not been closed. I again asked for information/proof regarding Citibank 's claims. XXXX said he could not provide any proof because those were internal Citibank records. He did say he could tell me that repayment account was established XX/XX/XXXX from XX/XX/XXXX whereby it was agreed that a payment would be made in the amount of {$29.00} per month paid to pay off of {$190.00} balance. He said his records indicated that I made an agreement with collections about this. I told him I have never carried a balance on my Macy 's account and my credit reports supported that I always paid balances off completely. I also I told him I have never spoken to any collections department or made any such agreements and even their numbers didn't make sense because that would mean a total payment of {$580.00} over 20 months to pay off a tiny {$190.00} balance. He said he'd contact Macy 's Executive office and get back to me by the end of the following week. I never heard back from him. I contacted Citibank to follow up on XX/XX/XXXX and spoke to XXXX. She said my case with Citibank was closed and there was no record indicating that anyone was supposed to be following up on the issue. She said she'd speak to a Macy 's Analyst and call me in two days. I never heard back from her. I called Citibank again on XX/XX/XXXX and spoke to XXXX. She said there were no records of a call on XX/XX/XXXX or any follow up. She also indicated there was a note sent to Macy 's regarding the issue and she would send another note asking Macy 's to call me. On XX/XX/XXXX I received a call from XXXX XXXX at the Macy 's Executive office. After reviewing my records with her and confirming there was nothing derogatory, and not repayment agreement, she said she'd reach out to Citibank to get more information on their claims. On XX/XX/XXXX I received a call back from XXXX XXXX at Macy 's. She said she was unable to get a hold of XXXX at Citibank and they would not give her information regarding my case. She said, however, that Citibank said they would review the case again and contact me. In the meanwhile she would send a letter confirming that my Macy 's account was and has always been in good standing and there was no repayment agreement in place. I waited several days but never heard back from Citibank. I called Citibank on XX/XX/XXXX and spoke to XXXX. She said she'd have XXXX, the case manager, contact me. I received a call from XXXX at Citibank 's Florida Executive office on XX/XX/XXXX. He said my Citibank account was closed because they never received documents from Macy 's indicating my account with them was in good standing. On XX/XX/XXXX I saw that a payment in the amount of {$5500.00} ( my entire balance ) had posted to my Citibank account on XX/XX/XXXX. I called Citibank customer service on XX/XX/XXXX regarding the payment since I had not authorized any. Citibank said the payment was a " Bill Pay '', not " Auto Pay '' payment originating from one of my XXXX XXXX ( XXXX ) checking accounts. He gave me the last 4 of the account where the payment originated and suggested I follow up with my bank. I called XXXX and customer service agent XXXX  said they had no records of any pending or posted payments to Citibank. I followed up with Citibank the same day and let them know XXXX could not find records of the payment. This time I was told by customer service agent XXXX that the payment was not coming from my XXXX, however she would not provide any information regarding what bank or bank account the payment was coming from since she could not ascertain that the account the payment was coming from was in fact owed by me. I told her I must have a right to know who and how my account was paid. She iterated she could not give me more information. She said she would request an investigation and someone would get back to me in 7-14 business days. I explained the issues with my Citibank account being closed and my suspicion that something was strange was going on. She the said that she did in fact see records indicating that Macy 's had contacted Citibank and their records indicating a repayment agreement account were made in error. This came as a surprise since I had been told on XX/XX/XXXX by the Citibank Case Mgr XXXX that my account was closed because they never heard from Macy 's clearing my account history. It appears from the constant obfuscation that there is something strange, potentially fraudulent, going on on the side of Citibank. I suspect there is some sort of discrimination going on.

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