Consumer complaint received 2026-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
I have maintained an excellent credit history in the United States for over 10 years, with approximately XXXX open credit accounts and no prior late payments. Before this incident, my credit score was approximately XXXX. The missed payments for XXXX and XX/XX/year> were the result of an unintentional AutoPay setup issue. I believed AutoPay had been properly established through the payment link provided by Citibank, as I did not have access to a dedicated banking application. Unfortunately, the setup was not completed correctly. This was an honest mistake and not an intentional failure to meet my financial obligations. As soon as I became aware of the issue, I immediately contacted Citibank, brought the account current, and paid the outstanding balance in full. Citibank subsequently agreed to remove one of the late payment notations from my account, acknowledging the mitigating circumstances surrounding this situation. However, a remaining 60-day late payment continues to be reported to the credit bureaus. I am also concerned about Citibanks communication and handling of this matter. Due to my profession working in live television broadcasting, I am frequently unable to answer telephone calls while actively working on live productions. Although multiple calls may have been attempted, I was only able to answer one call. During that conversation, the representative did not clearly explain the nature or urgency of the situation, and the information provided was confusing and insufficient. Based on how the call was handled, I genuinely believed it could have been a fraudulent call. I did not receive clear email notifications regarding the seriousness of the matter, nor did I receive timely written correspondence advising me that immediate action was necessary to avoid severe consequences to my credit profile. No voicemail messages were left explaining the urgency of the issue. By the time I received written notice, Citibank had already reported the late payment and taken adverse actions against my account. As a result of this isolated incident, my credit score decreased by approximately XXXX points. In addition, Citibank reduced my credit limit from {$6700.00} to {$2300.00}, a reduction of {$4400.00}. I had an existing promotional payment arrangement with Best Buy and was making monthly payments of {$100.00} under that agreement. The reduction in my available credit significantly increased my credit utilization ratio despite my continued efforts to satisfy my financial obligations, causing further damage to the excellent credit profile I have worked diligently to build over the past decade. I made multiple attempts to resolve this matter directly with Citibank through customer service representatives and even visited a Citibank branch seeking assistance. Despite these efforts, I have been unable to obtain a satisfactory resolution. I appreciate Citibanks willingness to remove one late payment from my account. However, given my long history of responsible credit management, the isolated nature of this incident, my immediate efforts to correct the situation, and the communication deficiencies I experienced, I respectfully request that Citibank conduct an executive review of my account and remove the remaining 60-daXXXX late payment from all credit reporting agencies as a goodwill adjustment. I am not disputing my responsibility to make timely payments. Rather, I am requesting fair consideration of the unique circumstances involved and the significant efforts I made to promptly resolve the matter once I became aware of it. Thank you for your time and consideration in reviewing this complaint.

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