Consumer complaint received 2020-10-10 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
XXXX  XXXX XXXX ( Social Security XXXX ; CA DL XXXX ; DOB XX/XX/XXXX ) XXXX XXXX XXXX ( Social Security XXXX ; CA DL XXXX ; DOB XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX, CA XXXX Dear CFPB We are writing to get your help with the account Account NameCITIBANK Account XXXX Account TypeHome Equity ResponsibilityJoint with XXXX XXXX Date OpenedXXXX which had negative information reported for XXXX XXXX ( Social XXXX ) and XXXX XXXX ( Social Security XXXX ) in XX/XX/XXXX to all three credit bureaus. This account has been transferred to XXXX and is noted as XXXX  Acct # XXXX We are loyal Citibank Private Banking clients. We have 2 home loans with Citibank, the line of credit in dispute here with Citibank, Citi Prestige Credit card, Citi XXXX XXXX XXXX credit card, 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 Covid-19 testing machine and a credit check revealed this negative information which precludes buying the machine. 

The account was setup for BillPay automatic payments. We noted in XXXX that an error with BillPay occurred and called Citibank at XXXX on XX/XX/XXXX to XXXX in customer service. She said, The negative information will be expunged from all 3 credit reporting bureaus. We called again on XX/XX/XXXX, and XXXX at Citibank confirmed, This information has been corrected. I requested Reference numbers for both calls but they did not give it to me. 

We are attaching a copy of a recently obtained XXXX  report which corroborates the negative information reported to XXXX   and XXXX. I have spent the past two weeks contacting you via phone to rectify this error.

The BillPay issue originated on Citibanks end. We are ccing our Private Bankers to follow up with this.

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. The people at Citibank we spoke with acknowledged that mistakes with BillPay routinely occured. They assured us that there would be no negative credit information  reported. 

We called on XX/XX/XXXX, and spoke with Love at XXXX XXXX XXXX. She advised me to call the Line of Credit department and I called there at XXXX XXXX XXXX. I called again on XX/XX/XXXX, and spoke to XXXX, ID LMDJS at XXXX XXXX XXXX. I was also advised to call XXXX XXXX XXXX which I also contacted without any help. I was asked by XXXX XXXX, ID LMJKB to submit my dispute in writing by mail, fax, and email which I am doing. I have spent the past two weeks 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 licenses.

Sincerely yours , XXXX XXXX XXXX cc : Attention XXXX XXXX  Disputes XXXX XXXX XXXX XXXX, NJ XXXX Citibank NA 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 General Account Info Report Number : XXXX Date Generated : XX/XX/XXXX Account NameCITIBANK Account NumberXXXX  Account TypeHome Equity ResponsibilityJoint with XXXX XXXX Date XXXX StatusTransferred, closed. 
Status UpdatedOct XXXX Balance- Balance Updated- Recent Payment- Monthly Payment {$0.00} Credit Limit {$500000.00} Highest Balance {$210000.00} TermsNA

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