Consumer complaint received 2026-01-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account information incorrect
Company: CITIBANK, N.A.
State: UT

Complaint narrative:
I am submitting a complaint regarding inaccurate and misleading credit utilization reporting by Citibank on my My Best Buy Visa Platinum account, which resulted in a significant and unwarranted decline in my credit score. 

After reviewing my XXXX statement and Citi correspondence, the accurate sequence of events is as follows : On XX/XX/XXXX, I made a large appliance purchase online that resulted in a posted balance of {$5200.00}, temporarily exceeding my then-existing {$5000.00} credit limit by {$290.00} On XX/XX/XXXX, prior to delivery, I returned the online order in store in order to immediately repurchase the items using a price match During that transaction, an over-limit alert was triggered I immediately contacted Citi on XX/XX/XXXX and requested a credit limit increase, which was approved instantly, raising my credit limit to {$10000.00} Following the approved increase, the account reflected the higher limit and the balance was well within the approved {$10000.00} credit limit Despite this immediate and permanent remediation, Citi subsequently reported utilization reflecting extreme or over-limit usage, and my credit score dropped by approximately XXXX points. In addition, the account has displayed negative and inconsistent available credit figures, which are mathematically incompatible with the approved credit limit and posted balances. 

Specifically : Citi sent a written message stating my available credit was {$4500.00} At the same time, Citis online account portal showed available credit of {$2600.00} Given a {$10000.00} credit limit, both figures can not be correct simultaneously This demonstrates internal reconciliation failures involving balance, payments, and available credit calculations I contacted Citi multiple times requesting clarification and correction of the reported utilization. Citi responded with generic statements asserting that the reporting accurately reflects account history. Citi has not addressed : Whether utilization was reported using the superseded {$5000.00} limit after the {$10000.00} increase was approved, and the timing of the report Why the account displayed negative or conflicting available credit The exact balance, credit limit, and utilization values furnished to XXXX, XXXX, and XXXX  Whether any corrected or updated reporting was submitted While a brief over-limit condition did occur, it was small in magnitude, limited in duration, and immediately cured by Citi through an approved credit limit increase. The account was never delinquent, and payments were made early to reduce the balance. 

Under the Fair Credit Reporting Act, information furnished to consumer reporting agencies must be accurate and not misleading. Reporting utilization based on an unresolved or transient internal snapshot particularly when Citis own systems can not consistently reconcile available credit presents a misleading representation of my accounts actual status and credit risk.

Additional information : The account was never delinquent The over-limit amount was minimal and temporary The issue was immediately resolved through Citis approval of a higher credit limit Citi has provided conflicting written information regarding available credit The reported utilization does not accurately reflect my credit risk or account behavior

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