Consumer complaint received 2015-06-16
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Payoff process

Complaint:
I made previous complaint # XXXX where Citi had entered my initial payments incorrectly into system and themselves terminated the program and place my account to collections. My acct ending XXXX was retrieved from the collection agency Citi and I enter into agreement of XXXX EVEN monthly payments of {$96.00} for total account due {$4400.00} then each month after I was receiving my statements the balance due would go up one month after the other and they would reflect the balance due higher and higher each month though I was making my payments and was not to be assessed any financial charges on the account ( see Citi letterhead XXXX but I called customer service and they never corrected the issue. I had called multiple times over XXXX calls in concern of the error with what my balance due was reflecting on my statements. Each month the balance due increases and they explained that since was Internal Recovery arrangement that after I complete the XXXX payments they would write off any difference on the account as long as I paid total {$4400.00} ( XXXX payments of {$96.00} EVEN ). XX/XX/XXXX I spoke to XXXX ID # XXXX to pay off account early she said I owed {$290.00} I mailed payment with a check and letter. Then in XXXX I received collection agency letter state I owed over {$1600.00} to the same account - because Citi never went in to correct the interest I was being charged during our arrangement. Each time I 've asked a Citi emp over the phone to sum up the number of payments I am told " it is too difficult '' literally every time, until I spoke to XXXX and she added the payments made, missed ( only XXXX ), etc. and she tried to correct the account balance to {$290.00}. Then, Citi has sent account to another collection agency XXXX XXXX time ) stating I owe another {$1600.00} according to employee XXXX ID # XXXX whom I spoke to XX/XX/XXXX said was submitting my account for write off request. The request came back denied due to missed payments. Though, payments may have been missed they were collected I had made up those payments and Citi needs to properly explain themselves and not say each time " it 's too difficult '' to add up someone 's payments when paying off a debt. Ridiculous! Also, I was never since XX/XX/XXXX given privilege to speak with a Manager or Supervisor who could have clarified the account. I finally spoke to XXXX today XXXX XXXX ( his name difficult spelling I apologize ) XXXX emp ID # XXXX and Citi has refused to settle the account or correct their mistake. I had asked XXXX to review the account again and see how many payments I made of the XXXX in the agreement to reassure they were made, XXXX said : " it is too difficult to add your payments total after that many months ''. Sounds to me like recklessness! Furthermore, due to the negativity of the account caused by Citi it has impacted my credit score because of course they also report the acct negatively and has prevented me on approvals because Citi tells other financial institutions and credit reporters that I am a bad debtor. Citi took fault in a letter they enter the initial payments incorrectly. Hope this explains my problem & concern that Citi has n't settled this account they need to write off.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation