Consumer complaint received 2026-01-20 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
At issue is my payment sent by my XXXX bank account in the amount of {$29.00} as verified by the bank as received. I continually receive letters that the address of the payment center is incorrect, but the letters never specify the correct address. The address given to me by XXXX different supervisors have been different. I have changed this address in my bill-pay application through XXXX bank XXXX 

Below please find the attached document. 

XX/XX/XXXX XXXX XXXX, XXXX Citi Bank XXXX XXXX and XXXX XXXX XXXX XXXX XXXX, South Dakota XXXX Dear XXXX XXXX : For years I have had a Shell card issued by the Citi Bank XXXX and have paid all of my bills on time and faithfully. 

Recently, within the last XXXX  months, I was told that I had a late payment and it was subsequently reported to the credit bureau. My payment was not late ; it was received by by Citi but not processed in a timely manner. On my banking payment application through XXXX XXXX XXXX there was a receipt tracking this payment and ultimately indicated that it had been paid and received. I called into XXXX to determine the issue they were unrelenting with. I ultimately went to the bank and got the actual document that showed that it was sent, received, and negotiated by CiTi. I faxed the proof to the fax number provided at the time. 

The next time, I received notifications that my payment was due ; it was the same scenario. The agent credited the late fee towards the balance of my account but not towards the current payment, which included the late fee. I thought this was very unfair. 

The same thing regarding late fees has happened many more times within the last XXXX  months. There is not an acceptable explanation except that it is a plan to ruin my credit and reduce the initial line of credit. I was told by a representative that my line of credit was reduced by XXXX and then XXXX followed suit due to late payments reported by XXXX. I NEVER MADE LATE PAYMENTS. They were not processed in a timely manner. 

In addition to all the above that continues to happen, I have spoken to XXXX supervisors and all of them have given me different information. 

XXXX XXXX { XXXX } on XX/XX/XXXX, told me that she noted my frustration and issues, and that she was correcting the payment i nformation, remove the late fee and file a dispute with the credit bureau regarding the report sent by XXXX. She also gave me the payment address that I should be using of XXXX XXXX XXXX, XXXX, Texas XXXX XXXX. 

I changed the address on my XXXX bank payment application to reflect the new address. 

XXXX XXXX ( XXXX XXXX on XX/XX/XXXX, said the same thing that number XXXX said and verified that the report had been sent to the credit bureau to dispute the late report from XXXX. She too gave me an address for my payments that weren't the same as the first supervisor. 

She gave an address as XXXX XXXX XXXX, XXXX, XXXX, XXXX. I mailed my XXXX payment to that address. I changed the address with XXXX again. 

I received another letter stating that my bill was sent to the wrong address. 

XXXX XXXX (? ) on XX/XX/XXXX, was very pleasant and courteous and gave me yet a different address. The newest address is XXXX XXXX XXXX, XXXX, Texas XXXX. I changed the address with XXXX again. 

On each occasion, I asked if all within the CiTi Bank XXXX were trained the same and with same information, given that they all have the same role. It was affirmed by each supervisor representative. 

Clearly, I have no understanding of what is happening or why, but it needs to be corrected immediately. My credit is invaluable and Im not interested in ruining it but it seems that that that is the mission of the CiTi through the XXXX XXXX. 

As a very important aside, the letters that I have received from the first XXXX to the third XXXX were very generic and not specific to the specific account that it was referencing. I initially called CiTi bank where I have their branded credit cards, and they said that I had no account ending in the number referenced in the letter. I thought it was a scam until I called every card that I possessed was issued by CiTi bank. Then and only then did I find out that it was XXXX. The last XXXX digits referred to in the letter were the last XXXX of the account number and not the credit card number. It was very frustrating. 

I received a letter today from the credit bureau which states that they had received the dispute, but it was not specific to what I was disputing. This was the dispute sent in by the first supervisor ( XXXX XXXX who said that she was sending in that dispute because it was reported by XXXX that I had late payments. That was an exercise in futility. If the dispute is not specific, how can it be removed? 

I am requesting a review of my account, remove/refund late fees, and restore my credit. 

I have not been treated fairly by the XXXX branch of CiTi bank. No other credit card that I possess, including the branded CiTi bank cards, has done what XXXX has done to my credit by reducing my credit, adding unwarranted late fees and subsequently reporting late fees to the credit bureau which is a false report. All credit cards issue to me have all been paid in a timely manner with NO late fees or late payments ever until XXXX. 

XXXX XXXX, I pray that your staff and those that are being trained to handle the public began to listen and do the right thing. It is very frustrating for me to continue to call XXXX each month challenging late fees and payments. Im not sure what happened internally with XXXX, but this all seemed to have started happening beginning in or about XX/XX/XXXX. It really belies credulity that this is happening. Prayerfully, its not happening to anyone else. 

I am a XXXX female who was well brought up, educated and trained. I dont expect to have to address this same issue again. Please fix it. 

Thank you in advance for a resolution of the aforementioned issues. 

Sincerely, XXXX XXXX ( account ending XXXX ) XXXX Twisted Trunk Ct. 

XXXX, Texas XXXX Ph : 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