Consumer complaint received 2021-03-23
Company: CITIBANK, N.A.
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/XXXX, I contacted Citi Bank to make a payment of {$170.00} to prevent my account from reporting over 30 days past due. Due to Covid, my income dropped significantly. However, I always made it a point to pay Citi prior to my account reaching 30 days delinquency.

While speaking with the representative, she advised me that I should look into one of their relief programs since Ive been having trouble making my payments on time. I told her that right now, Im only focusing on making sure that my accounts dont go over 30 days past due because I need to make sure my credit score doesnt drop.

I had set up the {$170.00} payment that was 28 days past due and she again stated that they have programs. I then asked her to please hold off processing the {$170.00} payment so that I can see if I qualify. 

Once transferred, I was told that I qualified for payment relief and that I would need to make a payment of {$86.00}. I made the payment. The representative then read some disclosures in which I heard that I qualified, my payments were {$86.00} per month, the account would be closed, the APR was now 0 %. I was very clear about not wanting my account to exceed 30 days to both representatives and both acknowledged my concerns. 

I made the required payment of $ XXXX instead of the {$170.00} because that is what I was told to pay. I left the call knowing that my account was current and the payment had been lowered to a more affordable payment. 

On XX/XX/XXXX, I received a notification that Citi Bank reported the account 30 days past due for {$170.00}. I was confused because they lowered my payment from {$170.00} to {$86.00} and I show that the payment cleared my account. 

I called Citi to discuss my concerns and was told by the first representative I spoke with that the {$86.00} was not put towards the past due payment and that I still owe the full {$170.00}. I explained to him that the way things were explained, I was approved for a relief program and I paid what was required to prevent my account from exceeding 30 days. He told me that they are not going to commit financial fraud. I told him that I never asked him or anyone else to commit financial fraud and asked to be transferred. 

He transferred me to an account manager. I explained to her that the account shouldnt be reported over 30 days because I was approved for a program and I paid the reduced payment that same day. She stated that the {$86.00} did not go towards the past due, but actually went to the upcoming payment. I told her that this was not my understanding. I would NEVER pay an upcoming payment before I paid what was actually past due. 

That makes no sense. Why would I disregard the past due knowing that my account would go over 30 days and deeply affect my credit and my livelihood. I asked her to listen to the call. She stated that she would, but if o said yes to the disclosures, she would not request a credit update. She stated that I still owe the {$170.00}. I told her that the program is deceptive. Why did they tell me to pay {$86.00} knowing that the {$170.00} was still due. I couldve paid the {$86.00} towards my past due balance. I asked if they would reapply the {$86.00} to the {$170.00} and she stated NO. 

Their COVID relief program is not clear. I did not agree to pay towards a future payment. I gave consent to put my {$86.00} payment to the past due balance to bring it current and prevent negative credit reporting. 

If Citi Bank refuses to update my report to remove the negative reporting, I will file a claim or suit to settle this matter per their arbitration clause. Im not asking anyone to commit financial fraud. Im only asking Citi to admit that their program is confusing and update the negative credit reporting. This major drop in my credit score will affect my ability to earn a living. This is obviously a big misunderstanding and Citi should gladly figure out a way to work with me to make this right. Again, I never knowingly agreed to pay towards a payment that was not yet due and neglect paying the amount that was already seriously past due. That simply makes no sense. 

Lastly, I dont know of anyone who would knowingly pay a bill thats not yet due knowing that there is still a past due balance outstanding. Citi refuses to acknowledge that I initially called in to make sure my account didnt go over 30 days. They were supposed to help me, but ended up hurting me. My credit score has dropped almost 100 points and this has a direct affect on my ability to earn money.

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