Consumer complaint received 2026-04-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
I have been a Citi cardholder for approximately XXXX years and maintained a perfect payment history prior to late XXXX. During that time, I experienced significant personal hardship, including XXXX deaths in my family and unexpected financial obligations because of that. Additionally, in early XXXX my bank account was compromised. Because of this, I put fraud monitoring on my account. With fraud monitoring, you're required to approve any ACH withdrawal that comes from your account. The issue stems from having to approve it by XXXX XXXX Eastern Time, in which sometimes the time got away from me and I simply was late doing so. It was automatically rejected, causing XXXX of XXXX payment to become late. I proactively contacted Citibank and entered into a structured payment arrangement of {$930.00} per month and the card was cancelled. At the time the arrangement was established, I understood that this payment plan would bring the account current and maintain it in good standing. However, I later discovered in XX/XX/XXXX, after noticing Citi reporting my account late for four months now on my credit report, that an additional past-due balance was still required to be paid separately, and that the account had continued to be reported as late for multiple months ( XXXX through XXXX ). This requirement was not clearly communicated to me when the payment plan was established. The arrangement was set up through their customer service department, which I assume was an offshore call center, and there appears to have been a misunderstanding regarding what was required to bring the account fully current. As soon as I was informed of the additional past-due balance, I immediately paid it and brought the account into good standing. Despite my proactive efforts and immediate correction once the issue was clarified, Citibank has continued to report these late payments to the credit bureaus. These negative marks are the direct result of a breakdown in communication during a hardship arrangement that I entered into in good faith. I am requesting that Citibank review this situation and make a goodwill adjustment to remove the late payment notations associated with this period, as they do not accurately reflect my intent, long-term payment history, or my efforts to resolve the account responsibly. I am currently in the process of applying for a mortgage, and these late payment notations are having a significant negative impact on my credit profile and ability to qualify. Given my long-standing history, the circumstances involved, and my immediate efforts to correct the issue, these marks do not accurately reflect my creditworthiness. I am requesting that Citibank review this situation and make a goodwill adjustment to remove the late payment notations associated with this period. I have attempted to resolve this matter directly with Citibank but have not received a satisfactory response. I am requesting assistance to ensure this matter is reviewed appropriately and fairly. Between XXXX to present I have contacted via telephone five or six times today, being the latest. I have also sent emails to the Citi executive team on XX/XX/XXXX and again on XX/XX/XXXX. Neither have been responded to. I've also mailed the address on their contact form the same letter that was emailed on both those dates via USPS. They continue not to connect me to the correct department or provide additional contact information.

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