Consumer complaint received 2017-04-12
Company: CITIBANK, N.A.
State: IL
Product: Credit card
Issue: Billing statement

Complaint:
I opened up a Citi Sears card to make a purchase of a refrigerator in a Sears store on XX/XX/2017. In XX/XX/XXXX and on XX/XX/2017 I received calls from Citi regarding my account being unpaid. In XX/XX/XXXX and yesterday ( XX/XX/2017 ), I called Citi and advised that I had not received statements in XX/XX/XXXX or in XX/XX/XXXX nor had I received my card from Citi. During my XX/XX/XXXX call to Citi, I paid my balance due and asked that the late fee be removed from my account. I also asked if the six month, no interest promotion was still available because technically, through no fault of my own, I had not made my payment timely. The representative assured me that the six month, no interest promotion was still available to me. I was also transferred to a different department and I was told that my address was incorrect and that it would be corrected. After speaking to the both departments at Citi, I was told that my statement would be sent to me and that I would also receive my new card. None of those things happened. On XX/XX/2017, I received a call from Citi advising that I needed to call them regarding my account. I called back and explained that I had not received my statement nor had I received my card for this account. The representative in this case, kept saying that my statement had not been returned to them. He wanted to know if I wanted to make XX/XX/XXXX 's and XX/XX/XXXX 's payment, which I did for approximately {$63.00}. He also indicated he would remove the late fee from my account. He then transferred me to the department where I could request that my credit card be resent to me. I spoke to a representative who wanted me to verify that I was who I said I was by providing my cell phone number. I did not want to use my cell phone number because I prefer to use my home number for credit cards. For some reason my refusal triggered some kind of Fraud Alert and I was transferred to that department, where I had to call back three times and speak to a different person each time and explain what had transpired and I was given the full run around. In addition, that department 's telephone prompts required that I provide them with my credit card number that I did n't have because I never received the credit card in the first place. The last person I spoke to was able to help me and advised that she would cancel the old credit card and send out a new credit card and I also confirmed my address with her and everyone else I spoke to at Citi. She also called my home phone twice. I picked up both times and spoke to her on the second call. I do n't know if this is situation of not sending statements to customers is some type of scam that Citi is running to get late fees and interest from unsuspecting consumers, but I am very concerned about what is going on with this particular card. I used to bank at Citi for several years and they still have a mortgage on my co-op apartment so I am somewhat familiar with this bank. However, I do n't recall that I every had a credit card with them so maybe this is how they do business. I just do n't want to be taken advantage of like those XXXX XXXX costumers.

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 monetary relief