Consumer complaint received 2020-10-11 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
XXXX  XXXX XXXX ( Social Security XXXX ; CA DL XXXX ; DOB XX/XX/XXXX ) XXXX XXXX XXXX  XXXX, CA XXXX Citibank Citicards acct No XXXX XXXX Dear CFPB, We have contacted Citicards Credit Dispute Department multiple times and sent copies of all records, notes, phone call records to them twice. Please see bottom of this letter of all the other people we contacted. 

We are writing to get your help with Citibank Citicards acct No XXXX _ XXXX which had negative information reported for XXXX XXXX ( Social XXXX ) in XXXX, XXXX, and XX/XX/XXXX to all three credit bureaus. 

Due to this snafu, we had to cancel this account after paying it in full and applying for a new Citi XXXX XXXX XXXX  XXXX. We have had no issues with this and all payments are paid in advance and in full. 

We are loyal Citibank Private Banking clients. We have 2 home loans with Citibank, a line of credit with Citibank, Citi Prestige Credit card, Citi XXXX XXXX XXXX credit card ( active still ), and Citi brokerage account with over {$1.00} XXXX balance. 

We have been very timely and careful with our credit usage at Citi. A review of our account will show we have paid everything in full and on time. We pride ourselves in being diligent in paying our bills. 

My wife and I are both XXXX  with a busy XXXX  XXXX. We are in the process of buying a XXXX testing machine and a credit check revealed this negative information which precludes buying the machine. 

The Citibank Citicards acct No XXXX _ XXXX was set up for Autodebit automatic payments from our Citi Private account by XXXX through Citi Private Wealth Banking Division. In addition, when he applied for the card, it was free for the first year. We did not receive the card, we did not activate the card and we did not use the card. 

When we noted in XX/XX/XXXX that we had been charged the annual fee, XXXX XXXX from the Private Wealth Banking Division called Citicardss at XXXX who told him that the first year fee had been written off. In addition, XXXX confirmed with them that an error with Autodebit had occurred with XXXX in customer service. XXXX told me that XXXX said, This is our fault with not taking the Autodebit. We know you made the payment on time and are a very valued client. This will not be reported to the 3 credit reporting bureaus. We did not receive the card, we did not activate the card and we did not use the card. 

We called again on XX/XX/XXXX, and XXXX at Citibank confirmed, This information has been corrected. You do not need to pay the annual fee. We did not receive the card, we did not activate the card and we did not use the card. 

We pleaded again with XXXX on XX/XX/XXXX, who said that we were in good standing and do not be concerned. The Autodebit feature is off kilter and has been fixed. You are in good standing. We did not receive the card, we did not activate the card and we did not use the card. 

We are attaching a copy of a recently obtained XXXX  report which corroborates the negative information reported  to XXXX  and XXXX. 

The Autodebit issue originated on Citicards and Citibanks end. We are ccing our Private Bankers to follow up with this. We did not receive the card, we did not activate the card and we did not use the card. 

We are very loyal customers and we hope you will be able to correct this information with all 3 bureaus for us for both XXXX XXXX and XXXX XXXX. 

Our community is suffering from Covid-19 cases. We hope you will be able to resolve this credit issue expeditiously please for the sake of our community. 

Despite multiple attempts, we have not had our credit report corrected. Because of my concern about the negative credit ramifications, we paid all outstanding fees because we are loyal Citibank customers. We did not receive the card, we did not activate the card and we did not use the card. The people at Citibank we spoke with acknowledged that mistakes with Autodebit routinely occur. They assured us that there would be no negative credit information reported. 

I have spent multiple attempts contacting you via phone to rectify this error. I do not feel it is fair despite multiple calls to correct this situation that I should have this negative information in my file. 

Please find attached our handwritten notes of phone calls, the Citi Private Bank letter of support, credit report and a copy of our drivers license. 


Sincerely yours , Dr XXXX XXXX cc : Citicards CBNA XXXX XXXX XXXX XXXX   XXXX XXXX, SD XXXX XXXX XXXX XXXX  XXXX  XXXX XXXX XXXX XXXX XXXX, SD XXXX XXXX  XXXX XXXX XXXX XXXX  XXXX XXXX, PA XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX  XXXX XXXX XXXX. 
XXXX, GA 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 non-monetary relief