Consumer complaint received 2026-07-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
My XXXX XXXX AAdvantage credit card account was transferred from XXXX to Citi XXXX XXXX XXXXXX/XX/XXXX. Prior to my payment due date, I attempted to establish online access so I could continue managing my account and making timely payments. On XX/XX/2026, I received an email from Citi stating that my account had been successfully converted and directing me to register for a Citi Online profile. However, when I attempted to register, Citi 's website required the new Citi credit card number to complete enrollment. Because I had not yet received the replacement card, I was unable to create an online account or access my credit card. Recognizing that I had an upcoming payment due, I attempted to contact Citi before any payment became delinquent. I was unable to obtain meaningful assistance because the account had just been transferred, and I could not gain access to my account. As XX/XX/2026 progressed and before the XXXX statement closing date, I still had not received my replacement card and remained unable to access my account. Concerned that I had already been unable to make my XXXX payment, I called Citi again. I specifically explained that we were already in XXXX, I still had not received the replacement card, I still could not create an online account, and I was worried that I had no way to make the XXXX payment. The Citi representative acknowledged that I was still waiting for my replacement card and assured me that the card had already been shipped. I specifically expressed my concern that I was already unable to make the XXXX payment because I still had no account access. The representative told me not to worry, assured me that everything would be fine because I was still waiting for the replacement card, and stated that I should receive the card within approximately XXXX to 10 days. On XX/XX/2026, I received an email from Citi stating that my replacement card was out for delivery and should arrive within XXXX to XXXX days. Despite that communication, I never received the replacement card during XXXX, and I remained unable to establish online access, review my account, or make payments. I had no practical way to manage the account despite my repeated attempts. In XX/XX/2026, I called Citi again because I still had the same concernI still had not received the replacement card and still had no access to my account. During that call, I discovered that Citi had now reported both my XXXX and XXXX payments as delinquent, resulting in both a XXXX late payment and a XXXX late payment appearing on my credit reports as of XX/XX/2026. Those derogatory reports caused my credit score to decrease by approximately 65 points. During the XXXX conversations, I again explained that I still did not have access to my account, and the representatives acknowledged that I remained unable to access it. Throughout this entire process, I repeatedly informed Citi that I could not access my account because I had never received the replacement card required to establish online access. At no time did I refuse or intend to miss my payments. I made repeated efforts before any delinquency occurred to obtain access to my account and prevent exactly this outcome. I relied on the information provided by Citi representatives, who repeatedly assured me not to worry because I was still waiting for the replacement card. Despite my proactive efforts, Citi reported XXXX late payments that resulted directly from my inability to access the account during the transition. I believe these late payments were caused by Citi 's account transition and servicing failures, not by any unwillingness on my part to meet my payment obligations.

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