Consumer complaint received 2021-03-04
Company: CITIBANK, N.A.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
[ 1 ] The last successful dispute was with XXXX XXXX that mislead me ( and a planeful of passengers ), delayed and destroyed my international itinerary while giving us a hotel accommodation at XXXX on XXXX XXXX XXXX approximately six hours after the scheduled flight was scrapped while 100s of passengers were trapped inside the plane due security as they attended to technical issues with the aircraft. Citi had an intelligent, responsive dispute resolution process in that time span. 

[ 2 ] Prior to the following, two-three disputes were abandoned by Citi between XXXX XXXX and XXXX XXXX. 

[ 3 ] In XXXX XXXX credit limit was {$23000.00} dropped to {$2900.00} in XXXX XXXX and one {$270.00} dispute reversed in XXXX XXXX With the past disputes abandonment by Citi XXXX I was charged an over-limit fee of {$39.00} as this reversal took me over the new limit of {$2900.00}. In XXXX XXXX another dispute was reversed for {$31.00}. 

[ 4 ] In good faith, I paid down the balance from what I consider as Episode I while charging the cc ending in XXXX only 20 months of the 72 months between XXXX XXXX and XXXX XXXX. The cc in good standing was closed without my knowledge on XXXX XX/XX/XXXX. I still kept paying, and XXXX XXXX was asked to remove me from the autopay as explained in an earlier email. 

[ 5 ] The {$3200.00} XXXX XXXX beginning balance was paid down by me on the XXXX XXXX statement to {$0.00} in 34 months in which only six months I made nominal purchases as I was discouraged from using the cc. I kept paying the minimum balance due to my belief that someone will fix the past Citi errors and omissions and credit the finance charges. I was wrong and I was misled, both are at once true. I did not use the cc after paying it down in XXXX. 

[ 6 ] After that, the cc was used only once in XXXX XXXX for a nominal amount and paid in full. 

[ 7 ] The present problems stem from my use of the cc in XXXX XX/XX/XXXX XXXX and two disputes that were either reversed or not coded correctly. Thus, I permanently stopped using the cc from XXXX XXXX and kept paying the minimum payment in good faith in the same hopes as narrated above to get a favorable resolution of my disputes. Total disputes in six-seven years were {$1600.00} that were abandoned by the Citi Disputes Department + {$3200.00} XXXX XXXX beginning balance with finance charges - {$9600.00} XXXX XX/XX/XXXX XXXX total of my payments + {$8000.00} XXXX XX/XX/XXXX XXXX purchases ( mostly except ~ {$500.00} scattered in the six-seven years ) - {$2000.00} XXXX XX/XX/XXXX XXXX returns ( mostly except ~ {$300.00} scattered in the six-seven years ) - {$1600.00} XXXX XX/XX/XXXX XXXX disputes ( mostly except ~ {$300.00} scattered in the six-seven years ) __________ - {$1800.00} overpayment, owed to me, and for my EFFORTS in the next couple of lines, it is now less by as much + {$260.00} dispute partial credit received DUE TO MY EFFORTS from XXXX XXXX XXXX XXXX XXXX -- -- a dispute that CORRECTLY coded and denied + {$450.00} dispute total credit received DUE TO MY EFFORTS from XXXX XXXX -- -- a dispute that was INCORRECTLY coded and denied __________ - {$1100.00} overpayment credit balance due from Citi to me that does not consider the various Citi charges that were wrongly charged - $???.?? Citi CFPB settlement __________ - $?,???.?? refund required and requested after repurchasing from XXXX The following are Citi charges, wholly uncalled for, but I got misled into some magical help soon to come + {$39.00} over-limit ( after lowering credit line and reversing a dispute on a balance from the past disputes ) + {$2800.00} finance ( in the belief that Citi was helping me ) + {$190.00} late ( {$25.00} in XXXX XXXX reason unknown & {$160.00} from XXXX XXXX thru XXXX XXXX after XXXX XXXX misled me and I'd her stop autopay ) __________ + {$3100.00} 100 % unjustified Citi charges just from these six-seven years and much more from XXXX XXXX thru XXXX XXXX not tallied here An employee XXXX XXXX who was assigned by Citi 's then CEO, XXXX XXXX XXXX bungled the account, informed me that my disputes and fraud records were purged and thus she can not help me. Later she told me that Citi sold my account to a collector, name unknown to her. I thus asked her to discontinue the autopayments. This was in XXXX Winter months. 

So they did not investigate about half a dozen disputes. Then they purged the records to not be held responsible. Then they sold my account to collections. 100 % pennywise and pound foolish : recently, Citi loaned XXXX about half a billion dollars, without vetting a failing company. But, they sold my account to collections for pennies. 

However, recently, another employee XXXX XXXX in the same Executive Response Unit office told me that my account was sold to collections in XXXX Spring, just ten-twelve weeks befor Citi entered a Consent Order with your office ( CFPB ) for {$330.00} million in a settlement in violation of the CARD Act 2009. This preemptive selling was done to avoid paying my portion of the settlement amount. However, XXXX informed me that my account did not qualify. I asked to clarify and justify why it did not qualify, and she has been silent. It is my experience that Citi has no credibility and they are willy nilly wish wash when it comes to reliable customer service. Thus, I'm yet to be paid my part of the settlement.

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