Consumer complaint received 2024-09-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
Subject : Urgent Request for Assistance in Resolving Inaccurate XXXX Report Dear CFPB, I am writing to seek your assistance in resolving a long-standing and extremely frustrating issue involving a closed Citibank checking account flagged on my XXXX report XXXX 

In XX/XX/year>, I opened a Citibank checking account, which was shortly thereafter closed and flagged by Citibank for potential fraud activity. Additionally, it was reported that I had an unpaid balance of {$520.00} on this account. Since then, I have been diligently trying to resolve this matter with Citibank, having spent over nine hours speaking with various departments and representatives, to no avail. 

Here are the key details : Account Number : XXXX Issue : Citibank closed the account, flagged it for fraud, and reported an unpaid balance of {$520.00} to XXXX XXXX 
Problem : Despite speaking with numerous Citibank representatives, including local branches, the collections department, and the fraud department, none have been able to locate any information regarding this account. They can see my name associated with my Social Security number in their system, but no record of this account, its unpaid balance, or any outstanding debt. 

This matter has been escalated multiple times, yet I still have no resolution. Despite this, XXXX has an active record of this account, preventing me from opening a new bank account. When I reached out to XXXX, I initiated a detailed dispute and explained the situation. Last week, XXXX responded, stating that their investigation confirmed the information to be accurate. However, they refused to provide the specific person or department at Citibank with whom they spoke during their investigation. 

XXXX only provided me with a general contact number for Citibank ( XXXX ), and when I contacted that number, Citibank informed me that no such investigation had been conducted. They reiterated that they could not locate any records of my account. 

My concern is that XXXX failed to conduct a thorough investigation and quickly concluded the matter without verifying the accuracy of the information. This situation has become a major barrier to my financial well-being, as I am unable to open a bank account due to this inaccurate information. 

I have been advised that my current bank requires a letter from either Citibank or XXXX indicating that the information is resolved, inaccurate, or unable to be found. However, neither party has been willing to provide such a letter : Citibank claims they can not do so until XXXX confirms the investigation. 
XXXX wont tell me who they spoke to at Citibank or provide any further information, and Citibank insists no such investigation ever took place. 

I believe that this unresolved matter is unfair, inaccurate, and has resulted in undue hardship. I am urgently requesting your assistance to investigate this situation further, ensure a proper review of the records, and help me have this information removed or corrected on my consumer report. 

Thank you for your time and attention to this matter. I look forward to your guidance and support in resolving this issue. 

Sincerely, XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX  XXXX XXXX

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