Consumer complaint received 2020-01-05
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have been Citibank clients more than 5 years. I had a good relationship as a customer so far and my credit score was almost 700 above or less for long time. 

But unfortunately because of my wifes medical purpose we had to spend almost {$21000.00} out of our pocket in the end of year XXXX and we both became economically broke down from then and our credit scores down to almost 500 below within next few months! In this terrible situation I have been tried to keep my payment on time but obviously I couldnt make it every time and missed payment because of poor economical condition. From than my credit card payment became irregular and fell in bad debt. 

Unfortunately I had 2 credit cards with Citibank, one is XXXX XXXX and another one is  XXXX. In fact, I am trying to become regular in payment from XX/XX/XXXX and contacted with Citicards Customer Service and later Collection Department, settled down an arrangement for both credit cards that my monthly payment will be {$140.00} for XXXX XXXX for 6 months ( XXXX of every month ) with the same APR and Late fees ; and after 6 months another arrangement so on. 

At the same time Collection Department settled down an arrangement for XXXX that {$110.00} for 60 months ( XXXX of every month ) to recover my balances I have to pay {$6900.00}. I appreciated. 

Arrangement was made that both of payments will go thru Auto Payment System and from my linked Checking Account. I agreed with XXXX XXXX XXXX and of course Customer Service has the record what was our conversation in the beginning of XX/XX/XXXX. Arrangement made probably in between XX/XX/XXXX and XX/XX/XXXX. Again spoke with Customer service ( XXXX ) on XX/XX/XXXX when I saw there was nothing change as per arrangement made and again spoke with Customer service ( XXXX ) Customer service on XX/XX/XXXX regarding that same issue that still I didnt see any amount change in my linked Checking Account or XXXX Credit Card!!! I have spent lot of time regarding that issue. 

I have no complaint about XXXX XXXX Credit Card, it is going as we made a deal. But I have complaint about the XXXX Credit Card that supposed to start activity from XX/XX/XXXX and the said amount was available in my Checking Account ( {$490.00} ) from XXXX to XXXX of XXXX, XXXX. And of course I should mention that, I am not able to see my present balance even any activity as they blocked my access. I have no any access since mid of XXXX to see anything about XXXX Credit Card!!! 

I talked with Citicards Collection Department and they didnt give me any satisfactory answer but they said that, now they dont have any access to see my account because it is now in the Recovery Department matter. They provided me phone number ( XXXX ) to contact with them, but unfortunately I tried several times with entering my SSN and Account number, but their machine language was replying always like You entered was not recognized. Spoke with XXXX, XXXX and 2 more Customer service people on XX/XX/XXXX for long time but they couldnt able to give me any suitable answer yet what is going on. 

In conclusion, I am still agree with the arrangement what Collection Dept offered me in early of XX/XX/XXXX that {$110.00} for 60 months ( Auto payment from my Checking account, XXXX of every month ) and it is altogether {$6900.00}. 

I am looking for a reasonable solution regarding that issue.

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