Consumer complaint received 2025-02-19 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Getting a line of credit — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
On XX/XX/XXXX @ XXXX p.m. I was approved for the amount {$4000.00} line of credit from XXXX which is affiliated with Citibank. which out of the amount I only used {$3700.00} to pay off a television from XXXX XXXX because at the time I didn't get paid as of yet and I didn't want the sale to be over and the price to goes back up. When I was first approved, I had access to my online account with XXXX. Weeks later when I got paid, I wanted to start paying it off online by linking my personal bank account to my XXXX  credit account to start paying them off little by little until I pay off the whole thing. But I wasn't seeing that option to link my bank account and the website was still showing the full amount of {$4000.00} and not the amount I spent, so I contacted Citipay at their number XXXX and this lady pick up and I begin telling her that I'm trying to pay off some of the amount but Im not having the option to do so. which she told me to wait until I receive the first statement. So, I said OK and we ended the called. I figure that's probably why the citipay online account wasn't reflecting the amount spent, as well, plus I have not received the television at that time, I only had the tracking number, so I known the television was on the way, but I just want to start paying since I got paid. 
On XX/XX/XXXX the television arrived, so I tried logging in on my XXXX account now to see if the amount was reflecting and will I have the option to connect my personal bank account and start paying them off. I notice that even though I was entering the correct information and answering security questions correctly, the system keeps denying me access and send a message that I should call customer service for further help. which I did call the same number XXXX and a different lady pick up and I begin telling her, I'm trying to access my online account to make payment and it denying me access and my information never change so what's going on. She told me, to try login in on while she on the phone with me and see if I have access now. I wasn't able to login on. then she said she want to check if the information I'm putting in the system is correct, so she wants to login on her end to see what going on. So, she asks me for my full name, full security number and the code that was sent to my phone, then she told me she able to login on her end, she don't know why I'm not able to login on my end. then she told me she deleted the account off her end and I should register again and check if I had access, which I try and I was still deny access I told her I just receive the message to call in again like the first time. then I ask to speak with a supervisor, the supervisor check my information see that everything is correct, but I was still being deny access. Then the supervisor said she could see that the account was deleted. I told her yes, the representative that I was speaking to prior did that, because she said I would be able to re-register and have access, but that didn't work and I told the supervisor before the prior representative deleted the account, I still wasn't able to get in my account, but if deleting the account make the situation worse. I want that representative written up because I wanted help getting in my account to make payments not more problem. Then the supervisor said XXXX, and that she, the supervisor could still see the account on her end. So, I said that good but why don't I have access. The supervisor said she don't know why I don't have access. So, I asked to speak with the technology team to see if they could help with the problem Im having, then the supervisor said the prior representative was tech support. then I said if XXXX can not figure out why I can't have access to my Citipay account and yall work with the company how must I know why I don't have access, then I proceed saying if I known that XXXX credit company was going to give this much problem, I would have selected a different loaning company, I taught I was going to be able to just connect my personal bank and just pay this of little by little until the full thing was paid off. I didn't expect this type of problem and yall website promote online payments. after I said that the supervisor said, it could be because their a fairly new company and I'm not the only one having this issue, they been having customers complain about the same issue. Then I said I wish I had done research about XXXX company before I decided to take out a loan with XXXX XXXX, then I continue by saying is there an office that I could come to and bring my identification information so that yall could know it is me, trying to access my account. The supervisor said, no but she could see on her end that I still didn't receive the first statement. therefore, I should try again in XXXX when the first statement is sent out to see if I have access. 
XXXX came and past and I'm still having the same issue. I have spoken with tech support and the supervisor and it's been the same run a around I have been getting in XXXX, XXXX, XXXX. Now the same thing in XXXX going into XXXX. I have been making my payments by check and sending it by mail and the first check they said they received it. That payment was sent off on XX/XX/XXXX with the amount of {$300.00}. Which I had confirm that because system was tracking the check sent by mail, so I felt a little secure but not 100 % because mail could get lost and thing could go wrong with mail. So, I would feel much comfortable if I had access to the online account knowing the payment is leaving from my account straight into my citipay credit loan account paying it off. On XXXX XXXX I made my second payment of the amount of {$300.00} by check in the mail, just like I did the first XXXX. then I called the number XXXX to check that the system was tracking it. So, I know that they soon received it. then yesterday XX/XX/XXXX Citipay call me that my payment is due and I'm wondering why happen to the check in sent in the mail because their system was tracking it, because I put it in the same envelope I received from them with my statement. now today I call XXXX and I notice the system is no longer tracking the check by mail. Now I don't know why happen, so I'm waiting to see if XXXX  received the check and waiting to cash so I know my loan is being paid off or if I need to file a complaint with my bank and the post office if the check is missing. This is the problem I wanted to avoid when I was trying to link my bank account to XXXX and pay them straight. Could someone please help me resolved this problem with XXXX to have access to my account. Please I went to small claims court and I was told to file a complaint here. I hope yall able to help me. please and thank you

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 monetary relief