Consumer complaint received 2025-07-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
b'ISSUE IS STILL NOT RESOLVED AS THE COMPANY OFFERS RESPONSES TO ISSUES OF NO MATERIAL CONCERN! Citibank IS violating the Fair Credit Reporting Act (FCRA) by reporting inaccurate information, failing to properly apply payments, and engaging in deceptive and abusive customer service practices that provide no meaningful resolution again. Original Issue: Citibank MISAPPLIED my XXXX XXXX payment inaccurately despite multiple communications. I have attempted to resolve this issue through every available customer service channelphone calls, chat support, and follow-upsbut each experience results in runarounds, false assurances, and no resolution. My Payment History for XXXX XXXX  $XXXX  XXXX  $XXXX XXXX  $XXXX XXXX   $XXXX XXXX  $XXXX  XXXX  $XXXX  (per customer service instructions to correct the issue and bring my account current) Despite these timely and adequate payments, my account still reflects an incorrect minimum payment due. This is not only inaccurate but damaging. Violations and Concerns: FCRA Violations (15 U.S.C.  1681s-2): Citibank is ATTEMPTING TO COLLECT A DEBT INACCURATELY AND IS THREATENING TO report AND HAS REPORTED inaccurate and misleading information to credit bureaus, despite my repeated disputes. Failure to Investigate: Under FCRA  1681i, Citibank is required to conduct a reasonable investigation when a consumer disputes the accuracy of information. They have failed to do so. \n\nDeceptive and Abusive Customer Service: Their customer service channels are an illusionagents routinely hang up, transfer calls aimlessly, provide irrelevant or incorrect answers, and make promises that are never fulfilled. The chat option is even more ineffective and circular. Unfair and Abusive Acts or Practices (UDAAP): Citibank\'s conduct constitutes a violation of the Consumer Financial Protection Act (12 U.S.C.  5531) by engaging in deceptive, unfair, and abusive acts that frustrate and harm consumers. \n\nRelief Requested: I am demanding: Immediate correction and PROPER CREDIT of all payments TOWARDS MY PAYMENT DUE AND NOT APPLIED AS THEY SEE FIT! I HAVE CALLED COUNTLESS TIMES AND PROMISED CORRECTIVE ACTIION AND NOTHING HAS BEEN DONE. THEIR RESPONSES HAVE BEEN MISLEADING AND ARE NOT ETHICAL. \n\nRemoval of all improper late fees and interest charges resulting from Citibanks errors; Correction of any negative or inaccurate credit reporting associated with this issue; A full investigation into Citibanks customer service practices that mislead and obstruct consumers from resolving legitimate disputes; Any and all remedies afforded to me under the FCRA, UDAAP, and other applicable laws. Citibank has not only failed to maintain accurate records and fair reportingthey have demonstrated willful neglect, incompetence, and disregard for regulatory compliance and consumer rights. I respectfully request the CFPB to investigate these ongoing abuses. \n\nPlease keep in mind and MOST Importantly: 1. Pattern of Negligent or Willful Misconduct (15 U.S.C.  1681n &  1681o): Citibank has demonstrated a pattern of non-responsiveness or willful disregard for accuracy obligations, it may qualify as willful noncompliance with the FCRA. This opens the door for statutory damages, punitive damages, and attorneys fees under  1681n (for willful violations) and  1681o (for negligent violations). 2. Failure to Reinvestigate After Dispute (FCRA  1681i): Citibank has failed to conduct a reasonable reinvestigation after my valid consumer disputethis is a common and clear FCRA violation. If no written confirmation or findings are provided within 30 days, that\'s a red flag. 3. False or Misleading Statements of Account (Breach of Duty of Good Faith): Providing conflicting or false balances, failing to honor promised corrections, and demanding payments already made could constitute a breach of the implied duty of good faith and fair dealing, especially if their internal systems demonstrate awareness of the correct payment history. 4. Failure to Correct Inaccurate Reporting (CFPB Bulletin 2014-01): Citibank is in violation of CFPBs guidance requiring furnishers to correct and update inaccurate or incomplete information they send to credit bureaus. Continued furnishing of inaccurate data after notice is noncompliant behavior. 5. Regulatory Abuse of Process  CFPB Enforcement Grounds (12 U.S.C.  5531 &  5536): Citibanks customer service deliberately obfuscates the resolution process, creates administrative dead ends, or uses communication to confuse and wear down the consumer, and is the clear definition of abusive under UDAAP provisions. 6. Injury to Credit Reputation  Tangible Damages: If this inaccurate reporting that has impacted my credit score, loan applications, or financial standing is not fixed I will be seeking compensatory relief and potential legal standing for a private right of action. 7. Retention of Documentation and Audio Recordings: I am reserving my right for myself of my attorney to ensure that all customer service call recordings and internal notes from XXXX XXXX through present be preserved, as they may constitute discoverable evidence in any formal legal complaint or regulatory review. Citibanks conduct not only violates statutory responsibilities under the FCRA and the Consumer Financial Protection Act, but also appears to reflect a pattern of willful noncompliance and operational negligence, potentially warranting regulatory penalties or class-wide investigation. The institution\'s refusal to correct reporting inaccuracies, coupled with their systemic failure to offer meaningful customer service pathways, constitutes an abuse of trust and a dereliction of duty to their consumer base. It is evident that Citibank has outsourced a significant portion of its customer service operations to offshore call centers that are poorly trained, ill-equipped, and structurally incapable of resolving customer issues. These overseas agents often read from scripts, provide irrelevant responses, or transfer calls to avoid accountabilitytactics that appear to be designed to frustrate and exhaust consumers. The fact that this pattern has persisted across multiple interactions suggests Citibank is knowingly relying on ineffective foreign-based support as a barrier to legitimate customer resolution. This practice not only constitutes gross negligence in customer care but may also represent intentional operational abuse, as Citibank is fully aware of the systemic failure of these service models. Their continued use despite repeated complaints shows a conscious disregard for U.S. consumer protection standards and regulatory obligations. FURTHERMORE, on XXXX XXXX I received an email stating that a payment of $XXXX was due. I called customer service and they said that would bring the account current and my July statement would be corrected. Please see attached; however, they lied as well just to get more money out of me. Citibank claims it resolves issues with "secured" communication to have complaints closed out but there is no message in the secure communication. They have done NOTHING to COMPETENTLY OR WITH GOOD INTENTIONS TO resolve this claim are STILL attempting to collect a debt in error. I thank you in advance for your assistance as Citibank has been of no help at all. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Florida XXXX XXXX Account number ending in: XXXX\n\nI WOULD LIKE SOMEONE TO PAY ATTENTION AND SEE THAT THE RESPONSES THEY ARE GIVING ARE NOT ADDRESSING MY CONCERNS AND YOU ARE CLOSING OUT COMPLAINTS WITH NO REAL RESPONSE OR RESOLUTION. MY NEXT STEP IS TO FILE SUIT AGAINST ALL PARTIES INVOLVED INCLUDING THE CFPB FOR WILLFUL NEGLIGENCE.'

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 non-monetary relief