Consumer complaint received 2015-12-27
Company: CITIBANK, N.A.
State: PA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
I am a Citibank Credit card holder and have been for the past 2 years. I became unemployed in 2014. I got behind on my Sears MasterCard Citi and fell behind. Account Number XXXX. I spoke to CitiBank collections in XXXX 2014 and XXXX 2014. The representative offered me a few programs to get caught up since I found a job in XXXX 2014. One of the choices were a small payment of {$100.00} with no interest, but the account would be closed. Another choice she gave me was {$500.00} payment, and the account will remain open. I believed her and chose the higher payment. Now that the payment program is finished. I found out that the account was closed in XXXX 2014, before she even put me on that plan and felt she deceived me to put me on that plan. So now I have to continue to pay that card with interest but can not use it. If the Citi Collections rep would have been up front with me and told me the account was closed I would have chose the first option. I feel that I was duped into making that decision that actually put me in a real bind to make that {$500.00} payment for those 3 months. I was in a really bad hardship. I spoke to XXXX and XXXX who says that there is nothing they can do about it and they were sorry she said that. I spoke to XXXX in the Collections department and told me the same thing. Now because of this, I have been paying over {$100.00} in interest a month with a fee of {$35.00}. I then reached out to the XXXX 's office, by email with the above information and I had a female representative call me and and say that they have no record of any phone calls. I explained to her that I had my phone bill that had over 31 phone calls from Citi during that time. I faxed it over to them and never heard anything from them. I also realized that she did not send me anything in writing or email format. I continue to get 4 to 8 calls a day from Citi starting at XXXX and XXXX in the morning. All of which are recorded on my phone bill. Last week I spoke with the Escalation department and told them not to call me anymore that anything that I will do with Citi has to be in writing, sense they seemed to " renig '' on the previous deal that I did not have in writing. The manager said ok and confirmed it and said I would have to call them and they will not call me anymore. Phone calls stopped from daily to 4 days of no calls. Day after XXXX, I get a call from same number. thought was a mistake and ignored it. On XX/XX/XXXX called at XXXX while I was sleeping in. then received another call at XXXX and I answered. Spoke to a XXXX, and she said it is not in the record that you wanted phone calls to stop. I explained to her about the call I had and she just talked over me. Then she sent me to a manager XXXX in the Escalation department. She said there is no notes that says no more phone calls. Again Citi deceiving me again saying and also wanting me to confirm last no more calls only in writing lied right to my face. She was also from the Escalation department and was on the phone with her for about 40 minutes going over why everything from Citi needs to be in writing because they seem to not have any information of what they promise. and again break that promise.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief