Consumer complaint received 2016-08-24
Company: CITIBANK, N.A.
State: TX
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
Over last several months, I have faced various service, financial, and credit difficulties with XXXX different consumer credit card products and accounts issued and/or serviced by Citi Group. This has been a result of neglect, barriers, mis-handling, mis-processing, and lack of integrity in handling of consumer finance and credit matters by Citi. Below is a short summary : Citi has neglected to fairly or accurately handle and process verbal and written communications which, in fact at the extreme outcome, has resulted in closing my credit card account in good standing ; thereby denying access to credit and funds to my family and me. 
Citi has not responded to written communications I have submitted asking them to explain why my credit card account in good standing was closed. 
When I ask Citi to correct their mistake by reactivating/reopen my account - which they have negligently and erroneously closed - Citi threatened and required to pull my credit report again, thereby negatively affecting my credit reports. 
Citi has systematically presented barriers to service my calls to their service centers pertaining to these and other matters with products they have issued to me. The company has failed and neglected to return calls promised to me by front line agents as call-back from supervisors in 24-48 hours. Supervisors are routinely not being made available on phone lines. These experiences and failed promises have repeated easily 4-6 times in just the recent 2-3 months. 
Citi has abandoned a credit card product issued to me ( Citi XXXX XXXX XXXX ). They have forced me into a new product and new account ( Citi XXXX XXXX XXXX ). In this transition, I raised certain clarifications and requests pertaining to terms, conditions, and features. Citi refused and neglected to address my communications on this matter. Over several months I tried over phone and most recently in writing. 
Citi 's consumer web login system and methods to make payments and schedule autopayments are generating errors, not updating in accurate or expected behavior, and are presenting barriers to payment, thereby triggering debt collection proceedings and other undesirable consequences to the consumer. 
Citi 's new XXXX credit card partnership with a large retail merchant ( Costco ) to transitioning XXXX XXXX account holders resulted in a breakdown on previously set up autopayment, triggering harassing collection calls. In trying to resolve these matters, my calls to Citi 's service centers commonly were getting disconnected, Citi 's XXXX 's insisting automated phone payment without explanation or charges and blocking the phone calls from proceeding to live Citi customer service or collection representatives. 
When Citi closes an account on their own and issues new products and accounts, for example in this case - as a result of new partnership Citi has formed with XXXX XXXX / XXXX or with Costco / XXXX ; the old accoun closure is flagged as Closed by Customer '', not as Closed by the Institution ''. Citi informed me that if they flag it as closed by them, then it is reported adversely to credit reports. This manner of flagging is inaccurate and lacks integrity in consumer credit and consumer financial record keeping. 

I started keeping logs and asking for identification of Citi staff I have been talking to on phone. Most recently I have spoken to the following individuals at Citi who have provided me ID 's which they claim to be theirs : XXXX ( ID XXXX ), XXXX ( ID XXXX in the Missouri XXXX ), XXXX ( ID XXXX ), XXXX ( ID 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 non-monetary relief