Consumer complaint received 2021-09-28
Company: CITIBANK, N.A.
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Old information reappears or never goes away

Complaint:
Below is the letter I submitted to Citi Bank. 





XX/XX/XXXX Citigroup XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX  XXXX  XXXX, New York XXXX Dear XXXX XXXX : It saddens me to find that its impossible to correspond with Citi Bank by e-mail. 

I would like to address MY recent experience. 

When XXXX dropped XXXX XXXX, I opted for their Costco Citi card. My credit limit was set at {$2000.00}. Although low, I didnt feel at the time that I would need any higher amount. 

According to XXXX, my credit score of XXXX ( with Citi ) is considered exceptional. 

So, when my refrigerator suddenly died, I found one at Costco that would have met my needs. For that reason, I called to request an increase in my credit line. I WAS DENIED. When I pursued it further, Citi told me it was because I had some negative information in my file. 

Background : When I lost my job in XXXX, and experienced some significant medical bills, I was forced into bankruptcy. I have paid the price for 10 years. Before that happened I had a GREAT credit score / history ; in the top 10 % of consumers. 

Delving into this further, I joined XXXX and filed a dispute. As you can see from the enclosed info, it states that I currently have no negative information in my credit file. 

That being said, WHY does Citi insist that I have negative activity in my file? 

This experience had me curious how others experiences compared to mine ; so, I pulled up Citis on-line reviews. 

WOW, what an eye opener. Makes me wish that Costco had stayed with XXXX XXXX. 

The Citi group must be concerned about hearing from their customers with legitimate concerns by e-mail, - and thats the reason for making it impossible to communicate by this means. Sadly, your phone reps are not of any help. 

Furthermore, the link that Citi sent that stated action required, did not work. I called the number provided IN THAT NOTE. The representative didnt know WHY I was calling that number!! Perhaps more training would be appropriate? 

I was told that she could connect me with another department, BUT, it probably wouldnt do any good. Also, I could call back every week IF I wanted to. Ill pass. I couldnt tell if she was being condescending or polite. 

All in all, you said in your interview with XXXX that We want to be a winner. 

Perhaps Citi could start with respecting their existing customer base and use up-to-date criteria from the credit reporting agencies when answering their customers request. 

I would still like to know WHY Citi chooses to NOT USE the appropriate data to address my request. Because, if I can pull up this info on-line, WHY CANT YOUR DECISION MAKERS? 

As suggested, I removed my name. 
______________________________________________________________ After hearing back from a " Citi Bank team member '', I was told they do use information on file even though it is past the 10 year mark! ( Nothing changed in my case. ) So please help me understand WHY consumers are told that this negative info is removed from our records after this ten-year period, when obviously it is not?

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