Consumer complaint received 2017-10-19
Company: CITIBANK, N.A.
State: CA
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
On or about XXXX/XXXX/XXXX I filed a complaint with the cfpb ( complaint # XXXX ). Subsequent to what I thought was the resolution to the situation I waited for contact from the loan originator or their representative. As I was not contacted by anyone, I made contact with the loan originator - Citibank NA - today XXXX/XXXX/XXXX. 
Today I phoned XXXX, an office in the midwest ( all the person on the phone would disclose when I asked his location ). I spoke to XXXX. We had a short, high energy discussion that ended when he hung up on me. 
I phone back immediately in the hopes of reaching another representative. Turns out XXXX is the only Citibank employee that takes " recovery '' calls. I habitually take notes during conversations during customer service and during other types of phone calls, I am attaching my phone notes from my 2 conversations with XXXX for your review and understanding of who I was dealing with - a customer service/Citibank employee witha combative mindset. 
As a consumer who is doing her best to meet her financial obligations it is disheartening to have a loan holder advise me that when they terminate a relationship with a collection agency they are under no obligation to advise the consumer. This lack of communication creates a situation wherein the consumer falls behind in their payments because the old agency is no longer taking calls on those accounts and the new agency has yet to contact the consumer. 
Citibank terminated their relationship wth XXXX XXXX XXXX XXXX XXXX XXXX in XXXX. In XXXX I received a demand letter from XXXX XXXX XXXX XXXX ( as you know from my original complaint # XXXX. 
The purpose of my complaint today is to raise awareness of what I feel is a predatory practice n the part of both the student loan and collection agency industries.This is a no win situation for consumers.
I am a highly educated, intelligent woman who runs a XXXX XXXX. My degree is in XXXX-I am trained to observe, compare and to catch indescrepencies. When someone, I do not know who yet, took the liberty of telling Citibank that I ordered a cease and desist they lied. That lie sets me up for a world of paperwork and possible a paper trail indicating I habitually request cease and desist orders. I find this practice despicable. 

Following is a copy of the transcript of my telephone notes : XXXX XXXX, XXXX TELEPHONE CALL NOTES XXXX Citibank - XXXX XXXX Re : XXXX XXXX XXXX , XXXX vs. XXXX XXXX XXXX XXXX , XXXX Per XXXX, the notes in his records indicate I requested a cease and desist therefore until I remove the cease and desist Citibank can no longer contact me regarding the money I owe. I tried explaining to XXXX that I did not ever request a cease and desist. He said it is in the notes he was reading that it was implied that I wanted a cease and desist. 

He terminated the phone call without allowing a resolution. 

I offered to forward a copy to him at Citibank, of my letter to XXXX XXXX XXXX, which he ignored in his insistence that nothing can be done until I file the cease and desist. 

After XXXX hung up on me I called back. 

XXXX answered! He states he is the only employee at that location in recovery. That he is there to help Student Loan holders that have lost tract of who they are supposed to be sending their payments to. Since that is not my case I again asked him what it is that I am expected to do to move forward in this situation. 

XXXX stated that until I write a letter removing the cease and desist nothing is able to go forward. 

I replied that I am not going to write a letter removing a cease and desist that I never requested to begin with. I asked who advised Citibank that I asked for a cease and desist. He replied that it was XXXX XXXX XXXX. I have requested a copy of that document. 

In turn, XXXX has requested a copy of the document I sent to XXXX XXXX XXXX. I will mail that to him today to the following address, which was provided to me by XXXX : Citibank Student Loan Attention : Recovery XXXX XXXXXXXX XXXX XXXX, S.D. XXXX XXXX XXXX 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