Consumer complaint received 2016-01-07
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Billing statement

Complaint:
I am a long time client of Citibank ( 28+ years ) and consider myself proven to be dependable and responsible. I had a debit card for MANY years that accumulated miles with every purchase. Citibank discontinued the program so I applied for an XXXX XXXX credit card with Citibank so I could continue to accumulate miles. The card was issued approximately 2-3 years ago. The card is attached and linked to my Citibank online hub. As I began using the card, the charges regularly ran a balance around $ XXXX and I typically paid a few XXXX before a due date. I paid thru my Citibank online link or occasionally thru the phone with Citibank. I was never stopped from charging and was often up to {$10.00}, XXXX, XXXX and $ XXXX. I gathered from my actual charging experience that my limit was quite high. I had no reason to think otherwise. 

Recently, I applied to refinance my home loan and my credit score was crucial to obtaining an affordable loan for the next 30 years of my life! After the loan company ran my credit we discovered a weird idiosyncrasy on the credit report. It showed a {$5000.00} payment due on the XXXX credit card. This was impacting my score and the debt to income ratio in a big way. I called Citibank XXXX customer service to see what it meant as my online hub showed NO payment due, a {$12000.00} available credit and my balance was {$8900.00} (? ) huh? After much investigating with the rep ( she did n't get it either ) we thought it best to increase the credit limit. I explained in GREAT detail to the rep that I was refinancing and I 'd like to show an amortized payment or somehow correct the inconsistency ( we discussed this over and over ), I was QUITE clear in at least XXXX comments that I DID NOT want my credit run but was there some way I could speak with the credit dept. if they could grant an increase so the large payment would not be reflected, thereby affecting my ratios? But not by pulling my credit. She seemed very understanding of my plight ( XXXX from Maryland ) she asked my income and mtg. payments etc., and said she had to read a disclosure before transferring me to a credit person, I replied no problem as long as my CREDIT WAS NOT PULLED. I was crystal clear. When I got to the credit person ( XXXX ), I explained my plight again and asked if there was anything that could be done without pulling my credit? Wherein she informed me my credit had already been pulled!!!! WHAT???? Unbelievable. I was then informed I had no spending limit but a credit limit, what does that mean? And then was why there was a $ XXXX payment due but my Citibank hub showed no payment due? After much talking she got me together with XXXX from Kentucky and I explained they pulled my credit WITHOUT my permission and to listen to my conversations. She tried to get me to the manager but no one picked up, she said she would call me as late as XXXX after listening to the tape. I did receive a call late where she acknowledged how many times I stated not to pull my credit and that XXXX would be strongly reprimanded but since she read the disclosure they would not contact the credit company to rescind the pull! I was incredulous and stupefied- There was much more to the conversation and ultimately she hung up on me mid-stream! This is NOT RIGHT, neither the way the credit card information appears & especially that I unequivocally did not give permission to run my credit but they ran it anyway. If it was by mistake and they correct it - OK, but instead they are defending their mistake via a statement that I responded to with DON '' T PULL MY CREDIT. Not legal in my opinion. A credit score 's part of survival today and if we have no control of what is reported, right or wrong. It 's like being put in jail for a crime you did not commit! I would add, not at any time was any representative impolite, the decision maker just did not do the right thing and I want it corrected.

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