Consumer complaint received 2026-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
Citi credit card, XX/XX/XXXX I got a hardship and entered 24 months of hardship agreement with Citi Credit card. Monthly payment {$140.00} and the last payment will be in a different amount for {$140.00}, ( diff in cents ). I signed up for auto pay to ensure the payment could be made on time so my agreement will not be broken. So, Citi automatically drafted XXXX payments on time, the last XXXX payments supposed to be due for XX/XX/XXXX and XX/XX/XXXX didn't draft from Citi. Someone at Citi made a mistake by drafting the last payment for {$140.00} on XXXX so maybe Citi XXXX think it was the last payment, and they don't do automatic draft anymore. I checked with my bank already and they never deny any transaction from Citi and funds always available. I have not received any notice at all regarding the last since XXXX of XXXX or any notice regarding auto pay failed ... Not until XX/XX/XXXX when I pulled my credit report and saw Citi reported my account as late since XX/XX/XXXX until now. I called Citi trying to resolve this matter and they tell me to send in a dispute ; the back room will take a look at this. I mailed in my dispute and they received it on XX/XX/XXXX by certified mail, XX/XX/XXXX I called to follow up they said that dispute denied, so I escalated it again. During this time, I received a collection letter from XXXX and I told them that I'm working with Citi to resolve this matter, they sent my account to XXXX on XX/XX/XXXX. After I escalated my dispute, I called back XX/XX/XXXX to follow up. XXXX XXXX the account reps in the " XXXX XXXX XXXX '' told me that my account is current marked as " fraud '' and there was no balance owe, I don't have to make any payment, Citi no longer collecting, there is nothing else I have to do. I verbally clarified a few times with her on the phone on this and she keep telling me the same answers " fraud Citi not collecting, I'm not responsible for anything, no payment needed, owe nothing now... '' and the account status updated as fraud on XX/XX/XXXX. I need to verify again to see what happen, I called XXXX the collection company on XX/XX/XXXX and spoke to XXXX and he told me that Citi took back the account, the account is no longer with them. Since Citi will not send me any letters that what the reps told me, I still need to verbally verify a few times. Today XX/XX/XXXX I called Citi again, been on the phone with them for over XXXX hours. First, I called the 'internal recovery unit '' first to find out if what I heard yesterday was true and a reps named XXXX # XXXX told me that the account now status is " on hold for fraud investigation '' she has no info on my account, and I have to call the fraud department at XXXX. So I called the fraud department at XXXX and they said they don't have my account, my account is not currently under fraud investigation, I explained again to the reps and he told me that let me ask " billing dispute '' department since they handle regular dispute, not fraud dispute, and the billing department can't find my account either and told me I have to call another department and gave me the # XXXX. I called again and they said that the account is " cancelled, close and currently the status is " attorney control '' and I asked to transfer to the supervisor, but they closed for the day. I don't know what happened to my account now, everyone telling me a different status and bounce me to diff departments. The following departments keep transferring me to each other " fraud department, internal recovery department, XXXX XXXX department, billing dispute department '' and no one can give me an update on what's going on. For the last 2 years, I worked very hard after my hardship to rebuild my credit, I complied with the hardship agreement and allowed Citibank to control the payments via automatic withdrawal. Citi stopped withdrawing payments on their own before the agreement ended. Citi has placed my account into conflicting internal statuses ( fraud, attorney control ), making it impossible for me to resolve the issue. I valued my relationship and Thank you Citi for giving me that opportunity to rebuild my credit in the 24 months agreement. I'm asking for help to get this account clear, and update my credit report as " paid as agreed '' and correct my credit report. I provided bank statements showing the XXXX automatic payments and documentation of the hardship agreement made on time already. Please look into this account and confirmation that my account is properly reviewed and accessible by the appropriate department. Thank you

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