Consumer complaint received 2026-05-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
CFPB Complaint Citi Credit Card Account Summary of the Issue Citi failed to properly process a timely mailed payment, failed to conduct a reasonable investigation after receiving a written billing error notice, continued collection activity on a disputed amount, assessed improper fees and interest, and furnished inaccurate derogatory credit information despite repeated notice and documented proof of payment. Detailed Description of the Problem XXXX. Payment Method Change and Timely Mailed Payment On XX/XX/year>, I notified Citi that I would be cancelling autopayment and would instead mail my payment by check. On XX/XX/year>, I tendered payment of {$2300.00} to Citis designated payment address as provided by Citi 's billing rights : Citi Cards XXXX XXXX XXXX XXXX XXXX XXXX The payment was sent via USPS Certified Mail and was delivered on XX/XX/year>. Tracking Number : XXXX. Despite confirmed delivery, Citi did not credit the payment. XXXX. Early XXXX Collection Call Citi Promised Investigation and Credit Approximately XXXX week before XX/XX/XXXX, I answered a collection call from Citi. I explained that the payment had been mailed and was in transit. The representative told me : To give it XXXX days for the mail to process That Citi would investigate That the account would be credited This never occurred. No investigation was initiated, and no provisional credit was issued. XXXX. Written Billing Error Notice Sent and Delivered Pursuant to the Fair Credit Billing Act ( FCBA ) and Citis Billing Rights Notice, I mailed a written billing error/dispute notice to Citis designated dispute address : Citi Cards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USPS records confirm delivery on XX/XX/year>. Tracking Number : XXXX. The written dispute notified Citi that : The payment had been tendered and delivered The account was being incorrectly treated as delinquent Fees and interest were being improperly assessed Collection activity must cease pending investigation Citi did not acknowledge or reasonably investigate this dispute. XXXX. Continued Collection Activity Despite Multiple Notices Between XX/XX/XXXX and XX/XX/XXXX, Citi : Continued repeated collection calls Assessed late fees and interest Reported the account as late or delinquent to credit bureaus This occurred despite : Proof of payment delivery A written FCBA dispute Multiple verbal notices informing Citi of the dispute Citis own earlier promise to investigate and credit the account On several calls, I informed Citi that I had already spoken with them about the situation, yet the collection calls continued. XXXX. XX/XX/year> Cease and Desist Ignored / Citi Demanded Bank Account Information On XX/XX/year>, after additional collection calls, I contacted Citi again and issued a ceaseanddesist due to the ongoing dispute. During this call : I was told that no investigation existed, despite Citi having received both the payment and the written dispute I was told that no investigation would be initiated unless I provided my bank account number and routing number over the phone The representatives spoke with heavy accents and confirmed they were located overseas. Given the prevalence of international phonebased financial scams, I refused to provide sensitive bank information to an overseas call center. Citis demand for bank account and routing information as a condition for investigating a documented billing dispute is inappropriate, unsafe, and inconsistent with FCBA requirements. Regulatory Concerns Citis conduct appears to violate : Fair Credit Billing Act ( FCBA ) failure to acknowledge and reasonably investigate a written billing error notice Fair Credit Reporting Act ( FCRA ) furnishing inaccurate derogatory information after receiving notice of dispute UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ) including continued collection activity on a disputed amount and demanding unnecessary sensitive financial information Consumer Harm As a result of Citis actions, I have experienced : Ongoing collection harassment Improper fees and interest charges Inaccurate negative credit reporting Significant time spent attempting to resolve the issue Stress and disruption caused by Citis refusal to follow required dispute procedures Requested Resolution I request that Citi : Immediately investigate and confirm receipt/application of the {$2300.00} payment Remove all late fees, penalty interest, and related charges Correct and delete all inaccurate negative credit reporting Cease all collection activity while the matter is under investigation Provide written confirmation of investigative findings and corrective actions Preserve all call recordings, internal notes, collection logs, payment processing records, and dispute investigation materials I have retained copies of all correspondence, USPS certified mail receipts, proof of delivery, account statements, and records of all communications with Citi.

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 monetary relief