Consumer complaint received 2020-08-11
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Citibank and Best Buy Card services never cease to amaze me. I submitted a complaint as they marked me past due 30 days each for months in which I was repeatedly advised no payment was due as the attached documentation show an obscene amount of communication and this is only through messages which they have since disabled on my profile. I also a multitude of phone calls logged many of which they are stating they have no notes for which is not my issue. They advised initially allow 1-2 billing cycle for correction after that period had passed I was advised it was accurate which we both was not so I provided all correspondences from them at which time they changed their tune and sent for correction on 1-2 of the credit profiles than it was never fixed on the last profile. Than they stated they fixed it but it never got fixed confirmed with credit bureau and executive office. The account was also closed despite 6+ years of positive history after I provided notice of my wallet having been lost, with a bank memo and police affidavit since they returned it to my door when found months later. I advised that the account previously enrolled for payments was cancelled and needed to update they stated they could not assist so it on the web which I did though each time it was processed it kept stating website was undergoing routine maintenance. The card was closed important to note there were also two open disputes much of which for what the balance on file was even attributed to one of which has since been resolved in my favor no surprise 6 months after filing I might add and the other was cited to have been processed inaccurately online and subsequently processed inaccurately by the reps via phone then when I followed up with the inquiry I was advised the dispute window closed so there was no recourse of which I have been paying on this entire time for a balance that is 100 % in dispute but I sucked it up because its exhausting and Ive tried everything to fix.

Then as a result of the prior complaint insurmountable proof the company advises they have rectified the reporting of the account as never late yet it remains, I received correspondence citing congratulations the account has been reopened so finally after a year I figured I was finally getting somewhere and they were making good on the previous mistake and poor service. I no longer had this card so I called today to request a new one after 1 hours and 27 minutes on hold 3 departments 2 reps and a supervisor I was advised no new card would be sent the account Im closed and my credit still showed a 30 day and only one of the two was being fixed which makes zero sense on multiple levels the first of which it was originally a 2 month billing cycle extension and my account was placed in a dispute status with no payment due because you dont collect payments on a disputed amount second you sent me two different correspondences stating not only was the account updated as never late but the account was reopened the one account was even entitled subject account reopened as pictured below

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