Consumer complaint received 2021-05-03
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
I have 2 accounts with Citibank. One with Sears, Shop Your Way Mastercard, and the second with Home Depot. I have had the Sears card for about 4 years and for the most part have always paid my bill on time. I got the Home Depot card about a year and half ago and have always made the payments on time as well. I became unemployed in XXXX, XXXX due to covid. I notified Citi on the Sears card about my hardship online and was given a forbearance for that card. After it was over I made payments up until my unemployment was stopped. Payments were made until XX/XX/XXXX. The rep started calling me and telling me I owed more money then what was past due. I filed a complaint with CPFB and Citi responded saying it was correct. After not being able to pay Sears Card I notified Citi again and my account was placed on a payment plan. Citi said they would have to close my account but would still report to the credit agencies my payments were late. I did not have a choice to keep the account open. I was able to make 1 payment and then my unemployment was cut off again. I notified Citi about the status and they said they would note the account. Coincidentally Citi sent me a notice that they had lowered my credit limit on my Home Depot Card 2 weeks after closing my Sears Card. I had just made a payment and was never late. I notified Citi the first week of XX/XX/XXXX for the Home Depot card letting them know I was unemployed, not receiving unemployment and was not going to be able to pay. I notified them well in advance of the payment due date on the XXXX. I asked for a hardship or forbearance and they told me I " HAD '' to call in. I responded back online that I had never had to call in before and to note account I was not able to pay. Citi continuously refused to help me unless I called in. I notified citi again that I was upset and they were bullying their customers and playing games. Citi retaliated against me for complaining and taking actions against my Sears Card. I asked Citi to send me documentation and or all disclosures specifically showing me where it says I have to call in. To date Citi has refused to send any documentation or help with this account. Now this account has past due and late payments. I offered Citi to settle with me for the Sears account and they refused. They did give me a payment plan with a lower interest but they closed my account and still report late to the credit agencies. They lowered my Home Depot card limit which now both reflect badly on credit and have damaged my credit further regardless of my payment history. I was able to apply for hardship previously online through logging into my account. Citi has since taken that option away and refuses to assist unless you call in.

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