Consumer complaint received 2020-10-12 00:00:00
Product: Mortgage — Conventional home mortgage
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 XXXX, CA XXXX XXXX  Acct # XXXX ( previously Citibank acct No XXXX ) Dear CFPB We have written multiple times to XXXX, Citibank and CitiMortgage without any help from them ; three separate letters to them and additional parties as noted at the bottom of the letter have been notified. 

Multiple copies of all my written notes, telephone conversations, drivers license, utility bills have been sent to the companies on this letter and those cc 'd below. 

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

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, 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 surgeons with a busy clinical practice. 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 XXXX automatic payments. We had noted in XXXX that an error with XXXX had occurred and had called Citibank at XXXX on XX/XX/XXXX to XXXX in customer service. She said, This is a problem with XXXX. We know you made the payment on time and you are accelerating your payments. This will not be reported to the 3 credit reporting bureaus. We called again on XX/XX/XXXX, and XXXX at Citibank confirmed, This information has been corrected. 

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 XXXX 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 XXXX routinely occured. They assured us that there would be no negative credit information reported. 

We are attaching a copy of a recently obtained report which corroborates the negative information reported to XXXX, XXXX  and XXXX. 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 Cenlar Credit Disputes XXXX XXXX XXXX XXXX, NJ XXXX Citibank NA XXXX XXXX XXXX XXXX XXXX XXXX, SD XXXX XXXX   XXXX XXXX XXXX Box 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 explanation