Consumer complaint received 2019-10-20
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
Good Day Sir or Madam, To say that I am completely disgusted with Citi is an understatement. I have had a credit card ( Double Cash Back ) for about a year. I have always maintained the credit line appropriately and responsibly. Never an issue and I just paid the entire balance off to zero, from {$7000.00} approximately. The reason that I am writing your agency today is that I desperately need your help, as I feel completely disrespected and taken advantage of. Again, I have always maintained my account appropriately, even through very difficult times. This brings me to the crux of the issue. In late XXXX last year, my wife was in an extremely bad car accident. Her car was totaled and she almost died. I was on several of her credit cards as an authorized user. During her recovery, we tried to mange our finances as best as possible. It was at this time, that on one of our very small lines, with XXXX XXXX, we made a payment for only {$29.00}, which was the ENTIRE balance, in XXXX. Again, my wife was in an AWFUL accident, and we honestly thought we paid it on time. Needless to say, any decent human being would understand this situation. XXXX XXXX  reported the payment late. We had no idea of this, especially with everything that was going on. This brings me to the major issue and where we are truly requesting that you step in with some decency to rectify this situation. Citi Bank, last week, reduced our credit line from XXXX to XXXX, based on this bogus and disputed information. We have a XXXX balance with both XXXX and Citi banks and shave always maintained our accounts in the highest of standards. Punishing someone after they have had an illness or an accident is not an ethical or even LEGAL thing to do. We get hurricanes in XXXX Florida and companies always reach out to us for assistance and payment forgiveness. This case is no different and there is a statute that protects us which should be applied. I personally have tried to contact Citi bank numerous times, to no avail. In fact, one representative, on a recorded line, even told me that he didnt care about my wifes personal problems, health, or well being. Stating also, that he didnt care whether I was a happy customer or not, and that I didnt know what my information was on my credit report. I was so angry and disgusted, that I hung up. This is, to say the least, unacceptable behavior. Not to mention, absolutely AWFUL things to say to another human being. And AGAIN, I paid the entire line off just now!! This particular reps name was XXXX. He supposedly is in their Kentucky office. Maybe, he said other things about myself or my wife, and it was blocked out on my end. Who knows?? XXXX XXXX has noted the account and seems willing, at this time to help resolve this. Lastly, this is a ridiculous situation, all caused because of a disputed, supposed, late payment, during a LIFE & DEATH circumstance. We, my wife and I, request that you, as an agency created to protect us, please investigate, punish, and chastise Citi for doing this to us. Especially, that rep XXXX, if you can find out who and where he is. This has been an awful experience over nothing and violates consumer law, not to mention all rules of common decency. We are all human and should respect one another, especially in times like these. I thank you in advance for your help and passionate response to this matter. 

Kind Regards

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 explanation