Consumer complaint received 2017-10-11
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XXXX XXXX, XXXX Citi Card Case My name is XXXX XXXX and I opened my Citi credit card account in XXXX XXXX with Citi Bank. My credit score at that time was XXXX. I opened this account in order to pay off a traffic violation debt. I ended up taking out a cash advance in order to pay off my fine. After I had used the card to pay my debt to the courts, I was diligent in paying my monthly payments on time. Unfortunately I was the victim of fraud when unbeknownst to me my card had been stolen and as my account had been hacked. My email XXXXXXXXXXXX was also hacked which is where all of citi card updates were being sent to. 
I reported the card and my account I was told was supposedly closed. Many fraudulent charges were put on my card that had not been rectified prior to closing the account. These charges were not made by me and I explained that to a Citi bank representative. I had numerous conversations with Citi about the fraud that was accruing only to be told to stop paying on the card while an investigation was taken place. In the itemized description of my credit card you can see numerous purchases being made on certain days. I was also informed by Citi Card employee, that all the charges and late fees would be credited back to my account. Citi card lacked documenting my account which caused confusion every time I tried to speak to someone. None of the fees were ever fully credited back and only half the charges were credited to me. I was also charged the interest of the highest balance that was not my debt and never was my interest adjusted to my personal debt. The end of XXXX and all of XXXX, I went back and forth with Citi bank representative who in my opinion was very unprofessional. The representative wouldnt listen to the details of my case, continuously transferring me to different departments where I would be put on hold for hours. Furthermore, I had to repeatedly explain my case to every new employee I spoke with due to lack of communication and documentation on Citis part. I was also inconveniently unable to look up on Citi card on Citis website as it stated the card was blocked and to call an agent which was incredibly inconvenient and kept me from having access to view my own account to have a better understanding of the mess that was continuously taking place. 
I was then sent itemized statements that I highlighted, circled and sent back in order to be credited back numerous times that always resulted in difficulties, lack of communication and never resulted in what I was told from employees would happen ; such as credits, settlements, and adjusted accounts. When I would call to try to make a payment plan with the Citi or find out the reasoning of my outrageous balance, they were completely unreasonable stating I would have to put down hundreds of dollars to bring my account current which is merely a reasonable payment plan for an XXXX XXXX XXXX. When I would state that my balance should not even be that high due to fraud and fees I should not be accounted for, Citi card refused to work with me. 

Late XXXX I was sent notices to pay hundreds of dollars to bring my account current when I did not make the charges that were being claimed. I couldnt believe the balance of debt they claimed I owed and when I spoke to a Citi card employee! In XXXX XXXX I made a {$500.00} payment to settle the debt I owed claiming my fraud had been credit back. After doing so I never received any confirmation of settlement. I was later surprised by another notice in XXXX XXXX that my account was going into collections, that my settlement was actually credited as a payment back in XXXX to a climbing debt of {$2500.00}! The {$500.00} payment I had sent was quickly overlapped by excessive fees and interest even AFTER being sent to a collections agency which I was also informed wouldnt happen and my debt was clear. Currently my card is at a high balance of an unbelievable {$2600.00} that is not only impossible for me to pay off but also has drastically pulled my credit score down to the low 500s. I am a young college student who is trying to build my credit and be responsible. This has had such a negative effect in all aspects of my life and I blame Citi Bank for their poor, unorganized, lack of training customer service for ruining my life. 

I have paid well over the amount I owed and feel I have been taken full advantage of and robbed of my money for false pretense of citi card employees stating my account will be refunded, up to date, and even settled. I have repeatedly gone over my account with different employees who fail to document my case, give false information, who will not work with me by any means, and continued to charge my account with sky high interest, late fees, on a monthly bases that has charged my closed card that was supposedly settled, over my limit eating up all the money I have already put in to settle my debt! As a current employee to XXXXXXXX XXXX and aware of what proper customer service really is, I would NEVER refer anyone to use this bank, as their customer service has no intent to help their customer, they are completely unorganized, and take full advantage of their customers. This horribly unfortunate situation, has wrong adverse affect on my credit report, and is the ONLY problem I have ever had on my credit. I am a young college student, XXXX XXXX and currently XXXX from work who cant afford this outrageous payment that is for one is not my debt and two should not bare the consequences on my credit that will affect the rest of my life. I believe it is fair to expunge citi card off my credit report and clear a debt that should never have been mine in the first place. This will help me in all aspect of my life incredibly. Opening Citi credit card was the worst mistake of my life, and I feel I have every right to be refunded not only the debt but also expunge from my credit report! Please contact me for any questions or concerns via email at XXXXXXXXXXXX or my cell 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 explanation