Consumer complaint received 2024-10-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
On Saturday XX/XX/XXXX, I received an email and letter stating that Citibank had lowered my credit limit and my credit score. The changes took effect immediately, which was 18 days into a 30-day cycle. They impacted charges that had not been cleared and therefore were denied. This change impacted my reliability and integrity immediately before I had any opportunity to refute their claim. 

Since receiving this notification, here is the information and documentation of what has occurred. 

The Citibank letter, ( pages 1-6 ) states that my XXXX XXXX XXXX as of XX/XX/XXXX was XXXX and that I had a serious delinquency and the proportion of balances to credit limits on bank/national revolving or other revolving accounts is too high They lowered my credit score from XXXX to XXXX lowered my credit limit from {$11000.00} to {$890.00} ( pages 7-8 ) I reviewed my XXXX credit report dated XX/XX/XXXX XXXX pages XXXX ) ). My credit score was XXXX. For all open and closed accounts, I had XXXX delinquent payments, and my highest credit utilization was with my Citi card at 15 %. 

I had a call on XXXX XXXX XXXX or later. In speaking with XXXX different representatives, they could/would do nothing to solve the problem in the short term. 

They filed a credit rating which could take up to 30+days for them to address. They also filed a request to reevaluate my credit limit. Since I am retired and draw my income from an investment trust, I was not able to answer all their financial questions. But I did tell her that on our XXXX tax form we recorded our joint income as {$120000.00} and our monthly rent as {$6000.00}, inclusive of water-sewer and utility charges. 

On approximately XX/XX/XXXX or XXXX, I completed a Citibank customer satisfaction survey and stated all my frustrations with the bank treating me like a criminal and not even trying to solve an error that they made. 

XXXX at about XXXX pm XXXX a member of the Citibank quality department called XXXX XXXX I was not at home but was able to repeat my story. The phone connection was weak, and she was not able to hear me very well and I was in a public place so asked if we could chat another time. She was to call me on XXXX XXXX, sometime after XXXX XXXX and I never received a call. 

On XX/XX/XXXX, I received an XXXX XXXX ( pages 16-20 ) changing my credit rating to XXXX and showing that my overall credit usage was 8 %. 

On XX/XX/XXXX, I received a letter ( pages 21-24 ) stating At this time were unable to approve the request ( to increase my credit limit ) because your credit report shows the amount you owe is too high compared to the income you provided. The XX/XX/XXXX report shows that I am using 15 % of my Citicard credit limit. However, with the lowered mid-cycle credit limit, Citicard shows that I am using 98 % of my credit limit. 

I also hold a XXXX XXXX credit card, since XX/XX/XXXX and previously XXXX XXXX, as they held my bank accounts and trust. They have not changed by credit limit of {$15000.00} and assumedly they receive the same XXXX reports that Citibank does. My XXXX  credit score, prior to Citibank lowering my score as 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 non-monetary relief