Consumer complaint received 2026-01-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
I have just barely recovered from a bad fall in XX/XX/XXXX causing over a year of extensive medical treatments out of state and I lost my income. I had a concussion which caused loss of memory and inability to function. From the fall I also have a lifetime of XXXX XXXX XXXX XXXX in my hand which prevented me from using my hand for almost the entire year from a shattered my wrist and breaking both the ulna and radius. I still have pain and after much hand therapy I can use it but it has a weak grip and slow response. In XXXX I recieved specialized treatment focusing on active rehabilitation including vestibular, ocular, physical and cognitive therapy with XXXX medical appointments a week, all told, for most of a year after my therapy and treatment in the acute phase in XXXX I can reach out for my medical records to verify my story if you need them. I thought I had been paying my payments on time every month throughout that time. Though rarely I missed XXXX and paid it XXXX the next month. I can access my medical records and evidence that I was out of state. I did have someone check my mail and call me in XXXX with what mail I had. I did not know I was accruing late fees because I did not get my bills. They told me they sent the bills to an old address which I left in XXXX. Recently I have returned to XXXX and have been focused on rebuilding my practice and personally working on a repair and remodel to get my home rented quickly and I did not notice that I missed XXXX Citibank payments. A few weeks ago I got a call from collections asking me to pay them XXXX dollars because Citi had turned my case over to them. ( I did not receive a reminder call or notice. ) She told me that I had missed payments. ( I thought the XXXX was a charge for the collections agency. ) I instantly, while they were on the phone, went to my bank app and paid both monthly payments, not realizing that I was behind on late fees, which is what the XXXX was for, I now believe. ( I also notice on my bank records that for some reason XXXX payment was cancelled. I do not know why. ) I told her I had just made my payments. She told me, surprised, that she did not know what to tell me at this point. She said she would let me know. They then called back to tell me that they are requiring me to pay the entire balance due of over XXXX dollars. I went to my Citi app and tried the website and I had been shut out of both accesses to my account because of 'credit issues '. I called Citi and they will not let the computer put me through for the same reason. I sent in a payment to Citibank for this month on time before I saw my statements, but I can't see if it made it to company. I was unaware that I was repeatedly late. It is a XXXX card and I have had it for years without any issue. I am sending in a dispute letter to the collection agency, who are pretending by the language that they use, and their logo, that they are legal representatives of the debt. They are only a collection agency. I can access my medical records to prove my story. I do not know why they did not have my address. I had started using my bank and made what I thought were the payments not noticing that I had not gotten a statement. I thought I was paying on time. 

Why did Citi not call me? Where did the credit agency get my number now? What recourse do I have to resolve this?

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