Consumer complaint received 2017-10-09
Company: CITIBANK, N.A.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
My account was forwarded to a collection agency and the charge in dispute was reported late in my credit report which affected my credit score. I was not aware of this charge and has not received statements and notification that the account is delinquent. The events highlighted below all happened in less than 30 days..I acted quickly upon learning the charge and took all the necessary steps to resolve the issue as soon as possible before it affects my credit status. 

XX/XX/XXXX - I received an email from Citibank that I owe {$130.00} due on XX/XX/XXXX from a card that I never used ( I am trying to recall if I activated it or not ). This card was a replacement card after the original card was locked and cancelled because of a fraudulent transaction. I fully paid the balance from the old/cancelled card in XX/XX/XXXX. Since the account has been cancelled, I am not able to access that account online anymore.
XX/XX/XXXX - I called Citibank to find out what that charge of {$130.00} is all about. I learned that it was from XX/XX/XXXX which appeared to be a valid charge ( my husband or I may have pulled the wrong card and used it ) I requested copies of the statements mailed to me. Concern that this will affect my credit standing, I was also told that they have not submitted the account to a collection agency. Meanwhile, I immediately faxed a letter to dispute the penalties and fees that were incurred. I was told that they will investigate and that decision will be made within 30 to 60 days. 

XX/XX/XXXX - I received copies of my statements in the mail and learned that the original charge was for {$24.00} and the remaining {$110.00} were accumulated interests and late fees.
XX/XX/XXXX - Even if the agent told me to call 30 business days later, I was anxious of a resolution and called to follow up so I can settle and pay for the original principal amount. I was told that a decision has been made in the bank 's favor and I had to pay the {$130.00}. I feel like this was not a fair decision so I faxed a second letter dated XX/XX/XXXX and was told again that they will investigate and to wait 30 days after for a decision. 

XX/XX/XXXX - I called to follow up regarding my dispute letter dated XX/XX/XXXX and was told that there is no decision yet. I was told that they have forwarded my account to the collection agency, XXXX. Upon learning this, I immediately checked my credit report and found out that this account has been reported late within this month and affected negatively on my credit report. 

This is a clearly innocent oversight in my part citing my excellent credit history record and the minimal amount involved which I assumed Citibank would be willing to forgive. My request to waive late fees and interests is fairly reasonable since I could have paid the charge on time if I was aware of it. The fact that they forwarded the account to the collection agency less than 30 days before action from both parties had been initiated, aggravated me and prompted me to file this complaint.

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