Consumer complaint received 2025-04-05 00:00:00
Product: Debt collection — Credit card debt
Issue: Communication tactics — Frequent or repeated calls
Company: CITIBANK, N.A.
State: NE

Complaint narrative:
On XX/XX/year>, I attempted to contact XXXX XXXX XXXX regarding a possible collection of a debt. Their stated business hours are XXXX XXXX  to XXXX XXXX  Monday through Thursday, XXXX XXXX  to XXXX XXXX  on Fridays, and XXXX XXXX  to XXXX XXXX  on Saturdays. When I called on XX/XX/year>, at XXXX XXXX  the phone rang and upon answering, there was a voice message asking whether I wanted to continue the call in XXXX or XXXX. I pressed three as that was the option given. I was immediately put on hold for approximately 4 minutes and 26 seconds before being sent to voicemail. I left a voice-message requesting a return phone call giving my name and number stating I was available. I called this number several more times believing that they were busy and a representative would soon pick up. Each subsequent attempt resulted in the same outcome, being put on hold then sent to voicemail. Still well before XXXX o'clock on XX/XX/year>, I tried again this time using my husband 's phone in an attempt to reach a representative. This time I was given several options that were not available while calling from my personal phone. I pressed 6 ( the option to speak with a representative ) and I was then put on hold. The voice came back several times telling me to wait and a representative would be right with me. After being put on hold for close to four minutes and 24 seconds this call was then sent to voicemail as well. Giving them the benefit of the doubt that maybe there was no one available in the office that day, I then attempted to call back during business hours the following day. On XX/XX/year>, I again called using my phone. Again, I was given the option of speaking in English to which I pressed three. I was immediately placed on hold again for approximately four minutes and 27 seconds then sent to voicemail. I left a message stating I was available all morning. Using the same rational as the previous day, I called back several times. Deciding to try a different phone number, I tried my eldest son 's phone and again I was given several options to speak to someone regarding my concern. I pressed six to discuss this with someone and again was told a representative would be right with me and placed on hold. After approximately four minutes and 24 seconds it too went to voicemail. I tried calling back again from the same phone, and this time I was not given options to speak to a representative, but put on hold for approximately four minutes and 27 seconds before being sent yet again to voicemail. Next, I retrieved my youngest son 's phone and attempted to call again resulting in the exact same outcome as when I used my eldest sons phone.

After over an hour of attempting to contact someone, I opted to email the firm as that is an option as well. When I filled out the online form and pressed submit, I immediately received an error message stating Uh Oh something went wrong please return to the homepage. 

I have made several attempts to contact this agency with regards to a communication received. I feel they are disingenuous and deliberately interfering with my ability to find out information regarding said claim. I feel their end goal is to use my lack of communication to sue me. I believe this is unlawful unethical as I have done my due diligence and attempting to reach and discuss the matter. My rights have been violated and inhibited due to their lack of professionalism and honesty.

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