Consumer complaint received 2026-07-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I am my XXXX XXXX plenary guardian of person and property, as recognized by the circuit court for XXXX XXXX, Florida after a XXXX left him with XXXX XXXX ( meaning he is XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I was appointed his temporary plenary guardian in XX/XX/XXXX and appointed full guardianship on XX/XX/XXXX. I had originally provided the temporary order for guardianship to Citi on XX/XX/XXXX. I contacted Citi to manage my XXXX XXXX payments on XX/XX/XXXX, after finding out his XXXX credit card was transferred to Citi. I was told that the temporary guardship orders they had were expired and that I needed to fax updated orders. I faxed the full plenary guardianship orders on XX/XX/XXXX at XXXX. The TX Report showed XXXX pages sent successfully. I was told it would take XXXX business days to have the orders processed. I called back on XX/XX/XXXX and was told there was no guardianship paperwork on file. I requested an inquiry into what happened to the fax and they told me they would only speak to my XXXX. When I explained the situation, they said they were unable to speak to me because I was not on the account. I called back twice that day in an attempt to escalate the situation to a XXXX who could tell me why there was a delay in processing the fax, but each employee said that only a person on the account can speak to a XXXX. I faxed another copy of the legal guardianship papers with additional information in case they were unable to match the paperwork with the credit cards. I also included all of my contact information. The fax went through on XX/XX/XXXX at XXXX and the TX report showed XXXX pages sent successfully. On XX/XX/XXXX I was contacted by a collections agency on behalf of Citi for the XXXX card due to non-payment. The collection agency confirmed that they had received my guardianship paperwork from Citi and I was able to speak to them on my XXXX XXXX behalf. After speaking with the collection agency, I called Citi to confirm that my guardianship was processed. The XXXX XXXX representative claimed to see my paperwork and I was able to speak with her about the account. That was on XX/XX/XXXX. On XX/XX/XXXX, I called back to make another inquiry about the account. The XXXX XXXX representative would not speak to me, claiming that my guardianship was not on file and I was not added to the account. Again, they would not escalate to a XXXX to determine the reason why the faxes had not been processed. I called back XXXX additional times and on the third call, the XXXX XXXX representative initially claimed to see my guardianship, but upon further investigation into why the others could not, she realized it was only the expired temporary guardianship. I was still unable to speak to a XXXX to get an answer as to why my guardianship form had not been processed. I reach out to Citi on both XXXX and was directed to speak through their XXXX account at XXXX XXXX I provided copies of both fax transmission reports and asked if they could determine if there was an issue with the transmission on their end or if there was a problem with the paperwork. I was told " the number you faxed to previously XXXX is the correct number for Power of Attorney ( POA ), XXXX XXXX XXXX verification documents. '' and " Regrettably, we are unable to review accounts through social media. To do this we would need to speak to you by phone. For immediate assistance, please reach out to our XXXX XXXX team at XXXX TTY : Dial XXXX. If you'd like to schedule a callback, let us know. '' I called the number provided and the XXXX XXXX representative told me they were unable to speak to me or answer and questions because I was not on the account. They would not escalate me to a XXXX to investigate the situation further. I feel I have made every attempt to comply with their instructions by providing the documents, following up and trying to determine where the failure point is in this process. Citi refuses to provide me the information necessary to resolve this issue because they will not confirm receipt of either fax nor will they tell me if there was an issue with the paperwork.

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