Consumer complaint received 2017-02-13
Company: CITIBANK, N.A.
State: WI
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
Dear Consumer Financial Protection Bureau, My name is XXXX XXXX, I live in XXXX Wisconsin. The purpose of this letter is to ask for your help and support to clarify a misunderstanding that I had we Citibank. Everything started like four weeks ago while I was in the process of securing a loan at the XXXX XXXX XXXX when the loan bank agent told me that I was determined to be a credit delinquent for failing to make payments on one of my credit cards. I was to have a 3.9 % rate but because of this situation my rate increased to 4.9 %. This was unexpected because of the situation that I will describe in the following points : 1. My first step was to contact Citibank and I explained that it was a mistake that I was considered a credit delinquent by their credit institution. 
2. I told them I have not gotten any emails or letters informing me that I was delinquent in my card payments. They answered me that I requested not to be contacted any longer by the credit personal. This was really surprising that anyone would make this kind of decision, I would be economic XXXX! I have been using credit cards over twenty years and I know by experience how easy a bank can give you late fees and accrued interests. 
3. I wrote a letter to Citibank explaining that I never had intention not to honor my credit debt with their financial intuition. I stated them that I did not get any bank statement either in paper or electronically from them indicating me that I was behind in my payments. Furthermore, I tried to make clear that it was not possible for me to know I was falling behind in my payments because no bill ever reached my hands. I specified to Citibank that I have several credit cards and I rely on banks to mail me or email me my bills to help me to keep organized and pay my credit cards on time. I feel I did not honor my Citibank debt because the communication system failed. Though, I feel Citibank is treating me as if I refused to make payment to cover my debt with their bank. 
4. I consider Citibank is requesting to collect fees and interests despite I had informed them I never got any bills either by email or paper regarding bank statements. I feel Citibank wants collect money without taking into consideration that I never intended not to fulfil my monetary responsibility with your bank. 
5. Citibank wrote me letter that there is a pre-selected option when enrolling the account online that triggers electronic option of sending bank statements or other kind of communication. In this letter they acknowledge I made payment on XX/XX/2016. No more bank statements from Citibank reached me. I checked my XX/XX/2016-XX/XX/2016 my XXXX history account to corroborate that I might have gotten missed Citibank emails of communication, but there was none from Citibank. 
6. In addition, you mention recorded conversation with Citibank agent regarding my delinquency on XX/XX/2016 and XX/XX/2016. If you review the times of the call, you will find out they were made during the day ( between XXXX to XXXX ) while I am at my job. I recalled tell the Citibank representative not to call at my job because it creates me trouble in my work place to attend these personal calls. I believe to request to be reaching at home. Though, I requested from Citibank to share with me tthe recording if all possible. 
7. As I mentioned above I was informed that I was determine by Citibank as a debt delinquent and I was a part of a collection debt process by my personal bank ( XXXX XXXX XXXX XXXX ) while applying by a loan. I tried to fix this misunderstanding right away, I contacted Citibank collection department and a made a payment of {$1000.00} dollars. This gives you a proof of my character as honest person that I earn every dollar in a honest way and I consider my prestige as a good citizen to be maintained by honor my legal, social and economic responsibility.

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