Consumer complaint received 2023-02-07
Company: CITIBANK, N.A.
State: AK
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
On XX/XX/XXXX I called Sears Shop Your Way Credit Card services for a couple of tasks. First, I called to make a payment using the XXXX. I also wanted to update my telephone on file because I needed to activate my new card that was expiring at the end of the month. The XXXX transferred me over to a person to change my telephone number. The man that received my phone call was not a pleasant person but that didn't stop me from wanting my information updated. He had me on the phone for nearly an hour placing me on hold off and on. He said he couldn't change my number because he wasn't sure that it was a real telephone number and that the system wouldn't let him. He called me from another phone line to test my number without telling me that he was doing that until after I rejected the phone call the first time. After I answered while still being on hold, he proceeded to tell me that it was him just making sure. Once he did that, he said he was able to change the number on file. I found that odd but didn't think much of it. I also requested that he change my preferences of electronic billing to mailed paper billing because I told him I am unable to login online because the constant system errors so therefore I can not pay my bill online but I needed a paper copy so I could call in the XXXX with the minimum amount due. The XXXX doesn't state the minimum if you're making a payment unless you press the option for account details. He agreed to doing so all the while having a tremendous attitude. So I rest assured that he fixed my issues so I could continue doing business with this company properly. In XX/XX/XXXX, I had to call AGAIN with the same issue to change my phone number associated with my account because obviously it wasn't done. Today, XX/XX/XXXX, I called the XXXX to check my progress and the system said my account was closed. After calling and speaking with XXXX representatives, the supervisor told me that my account was closed at the end of XX/XX/XXXX and they have no record of me speaking with anyone in XXXX, only with the XXXX. Frustration overwhelms me because of the situation that I am being put in because of a vindictive employee. I asked the XXXX if their system automatically enters notes when a customer calls. She said that it is required by employees to make notes but it is not automatic. So now, I am left with a closed account on a credit card that still has a balance. I don't use it because of the high interest charges but I still want the account open because I use it at least once a year. I was now planning use it and now the account is closed. I find it odd that even after I called again in XXXX to change the number that the rep in XXXX couldn't do, the representative didn't even inform me that the account was closed. What is even more alarming is that every month that I make the payments, the system never mentioned that my account was closed. It's not until now that the XXXX says my account is closed. How is it that from XX/XX/XXXX through XX/XX/XXXX, the XXXX never mentions my account is closed? Now the XXXX says it is closed. I have questions that were not answered especially because the phone call that I made in XXXX is not even registered. I will be gathering information from XXXX XXXX XXXX to document the phone log of that day to show I called the company. The company is : Sears Shop Your Way by Citi. Phone number : XXXX. The complaint number is : XXXX. It's not that I feel I have been treated unfairly. But I followed protocol demanded by this company, however, their employee didn't do their job and now I am out of luck. I have a closed account with a balance of XXXX that had a XXXX limit.

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