Consumer complaint received 2015-08-01
Company: CITIBANK, N.A.
State: VA
Product: Credit card
Issue: Credit line increase/decrease

Complaint:
On XXXX XXXX, 2015, Citibank Credit Cards reduced my XXXX limit to {$5400.00}. I have been in excellent standing with Citi, making all payments in time ( many times XXXX payments a month over the minimum payment requested ) for the past 8 years. I have always carried a balance on this card, while paying the card in full throughout my account history. 
When I called and inquired about my credit limit decrease, I was transferred to many people. XXXX agent was not understanding what I was saying and put in for a credit limit increase, when I simply was inquiring about the sudden decrease on my account. While trying to get clarification why an increase was made, the agent left the line and I was forced to call back. 
After calling back, a manager then forwarded me to the credit management department where I spoke with XXXX. XXXX said that the decrease could have been from many factors, he told me the utilization rate was high ( 43 % ) and I have too many inquires ( I just bought a house ). In addition, he told me that my debt-to-income was too high. After I told him this was because my student loan income based repayment was not factored in, which would bring my DTI down to under 20 %, I offered to provide documentation for this but was told this would not be necessary. I explained to XXXX why I had n't used that card as much as I used to, specifically since I was working to pay it off based on my plan, as I have done in the past, he cut me off to tell me that he understood but in order to reinstate my limit, he would have to pull my report and review it. If he thought it was worthy, he would then pass it along to his Supervisor to review and make a decision regarding reinstating my former credit line. 
When I asked what the criteria was in order to be passed along to the Supervisor, XXXX told me he could not tell me. When I asked to speak to his Supervisor, XXXX asked me, " What do you want to ask him? '' Not only was the customer service disrespectful and unprofessional, but I felt as a loyal cardholder I was not being told information that I felt entitled to know regarding my own personal credit card and my banking 's criteria. I then asked to speak to the Supervisor regarding the criteria, XXXX told me that the Supervisor could n't tell me the criteria for a reinstatement and still did not let me speak to him. XXXX then pulled my report, reviewed it on the phone with me, came back and told me he would pass it on the the Supervisor to decide and I would receive a phone call or e-mail within XXXX hours. Today, I received neither a phone call or e-mail from the Supervisor, but instead a message in my Citi account page saying I was not reinstated with no explanation or personalization from said Supervisor. When going back to review this document, it was automatically deleted from my inbox, as well as my other messages from months past. 
Prior to my decrease, my utilization rate was around 43 %, and among all of my credit accounts with various banks. Now, with the limit decrease, my utilization of credit jumped to 63 % within a day, ultimately dropping my credit score from XXXX to the mid XXXX. When my credit was decreased, it was decreased to the point where only {$93.00} was available. Coincidently, that is near exact what my minimum monthly payments are for that card. The following billing cycle would have maxed my card out with interest, resulting in fees. It feels as if I am having the wool pulled over my eyes and am being thrown around the ringer as an easy target for money via fees. I am responsible for my credit standing. However, with this detrimental action, Citi has now affected my score without my consent. I currently have the money to pay off my card and will do so if my credit line, credit score and utilization percentage are not fixed. 

Sincerely, XXXX XXXX

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation