Consumer complaint received 2024-12-12 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: CITIBANK, N.A.
State: IL

Complaint narrative:
This dispute is about Citibank 's non-adherence to its stated Covid relief policy, late fees charged to my account that should not have been charged, erroneous billing statements that included minimum payments added to my balance that should have been deferred, miscalculated interest, and misinformation given to credit reporting companies about my account. The miscalculations on my account caused skewed account balances from XXXX, XXXX through XXXXXXXX XXXX XXXX, at which time Citibank charged-off my account in a surprise move and sent me to a collection agency, although I had made over {$6500.00} in payments during the above-stated timeframe. I responded to the collection agency and asked for information that included XXXX relief program details from Citibank. The collection agency promptly closed its account and sent its file back to Citibank. 

Citibank then hired a collection law firm, and again I asked for information about Citibank 's Covid program which I did not receive. The collection law firm then filed a surprise law suit against me, only to voluntarily dismiss its own suit XXXX months later ( XX/XX/XXXX ). In the meantime, I endured XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Citibank then refiled an identical lawsuit in spring XXXX, demanding the miscalculated, skewed amount that is inconsistent with its own Covid relief program. 

There are also inconsistencies between the information that Citibank has provided me and that which has been provided by its law firm, such as where statements were supposedly sent and when my last payments were allegedly made. Citibank advised XXXX that my last payment was made in XXXX of XXXX when its own attorneys said my last payment was in XXXX of XXXX ; Citibank stated that it had mailed statements to an address that did not conform to its law firm 's statements. 
My credit rating has been harmed by Citibank 's errors, which has impacted me financially. 

Citibank 's representatives appeared to make up policies related to its XXXX policy at whim. In XXXX of XXXX, when I first applied to its program, I had an up to date account with over {$2000.00} credit available. I had lost my employment due to Covid. I called Citibank was advised by its representative that I qualified for the program, but also that I should make good faith payments, anyway, which I did. Yet Citibank terminated its two month deferral program early, then charged me a late fee despite of my good faith payments. When I called in XXXX to ask questions about the problems I had encountered, the next Citibank representative I spoke to advised me to enter the program for a second cycle. I did not know this was possible, the representative insisted that it was, and he placed me back into the program for another confusing cycle. Like the first deferral program, the second cycle also involved an early termination and erroneously issued late fees, which made my experience even worse. 

Therefore, months of consecutive miscalculated monthly statements skewed the balances on my account, but Citibank was demanding payment. I began receiving harassing phone calls. I tried straightening this out again in a phone call on XX/XX/XXXX and the representative was dismissive and spoke very fast. I was dissatisfied with the tone and content of the conversation, and my problem remained unresolved. I also called Citibank again around XX/XX/XXXX about its reward program and the other issues mentioned I had encountered, and instead of receiving answers, I was turned over to Citibank 's collection department. 

There are many more inconsistencies that have occurred related to Citibank 's handling of my account. I am aware of the Consumer Reports ' open letter to Citibank dated XX/XX/XXXX that summarizes the complaints about Citibank 's Covid Policy received at the CFPB. I related to most of those situations, and know that Citibank was aware of these complaints. Ironically, my second cycle within the Relief program occurred after the open letter to Citibank was published ; however, the conditions were no different than the first and filled with miscalculations. 

The timing of my difficulties with Citibank coincides with Citibank 's well-publicized problem with its payment error of {$900.00} XXXX XXXX XXXX XXXX  XXXX which was blamed on software issues. I know that Citibank has been attempting to minimize its risk. I am an example of Citibank 's consumer fraud, as it did not follow through with promised benefits of its Covid Relief Program, and I was subsequently harmed. Now it appears to be adopting the philosophy that the best defense is a good offense, and it is pursuing me with a scorched-earth legal strategy.

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 non-monetary relief