Consumer complaint received 2023-10-17
Company: CITIBANK, N.A.
State: TN
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
My husband and I are currently working with our local credit union to open HELOC. Their underwriters in doing the property search discovered an active lien on our property in the amount of {$3500.00} filed on XX/XX/XXXX. In researching, I discovered it was in regards to a judgement that was filed against us XX/XX/XXXX from Citibank for a credit card we had defaulted on. At that time XXXX XXXX XXXXXXXX were handling the account. We went to court and worked out a repayment of the debt and on XX/XX/XXXX we paid off the debt thru the county court. In the midst of the court approved repayment on XX/XX/XXXX we received a letter form XXXX XXXX XXXX with a substitution of Counsel and on XX/XX/XXXX the judgement was filed with the county, almost 3 years after the approved repayment agreement and 9 months before we paid the account in full. We were never late with any of our payments, so I am not sure why they chose to file at the late date. 
Bringing the current, i reached out too XXXX XXXX XXXX XXXX XXXX to discuss if the release of judgement had been sent and just somehow lost and not recorded with the county. Both companies advised me since it was closed with them that I would need to contact Citibank directly to obtain that information and /or release. One rep at XXXX provided some phone numbers, and this is where the main part of the complaint is created. XX/XX/XXXX and XX/XX/XXXX I have attempted to reach the department at Citi bank that will be able to release this judgement. Of the 5 customer service reps i have spoken to, I have been told that they cant transfer me to that department without the account information and cant or wont transfer me to their supervisor. They state they dont have access to that information. One rep gave me a number that turned out to be the citi Bank mortgage department which couldnt help because i never had a mortgage. Only a credit card. Today I was told because i was not the primary card holder that they could not provide me with a phone number at all, I advised i was an authorized signor and authorized to discuss the account when it was open, but they would not listen. Most didnt take the time to understand what i needed, most, in my opinion didnt even know what a lien was and why it was an issue. They were rude on top of ignorant. There is nothing online that gives me any direction of who to contact to help me. I have reached back out to XXXX XXXX XXXX today to try to work this out thru them, but I dont think they were the final company that covered my account as I also have a letter i obtained in XXXX from XXXX XXXX XXXX stating my acocunt was paid in full. I have left them two messages but no one has called me back from there. This paid in full judgement is on a paid off card from a case over 10 years ago with the judgement having been paid in full for over 8 years ago now. At this point we are unable to finalize our HELOC, and we are out of options of how to resolve this unless one of the attorneys takes the responsbility or Citibank finally puts us in touch with the correct department that can help, which we are beyond frustrated and wish to not deal with them anymore because of how we have been treated. I also would add that this is not showing on my credit report at all.

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