Consumer complaint received 2024-06-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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: CA

Complaint narrative:
Original complaint # XXXX My original complaint was against XXXX  credit card service in XX/XX/year>. I placed an order which I received none of the items during a chat with the representative. I was provided a full refund or what I thought was a full refund. I went out of the country, so I was not home to check my mail, when I returned, I noticed that I had late payment notices from XXXX  indicating that I had a balance due. This was a card that I rarely use so upon that return, I should not have had a balance due for anything I was given three {$10.00} gift cards for purchasing certain items during the time of the purchase in XXXX in the chat when the return was done, the representative advised that for my inconvenience I could keep the three {$10.00} gift cards that were given to me during the purchase back in XXXX. That representative also indicated that if we were to get the merchandise that was refunded that that also can be kept, the cards were never deactivated, and I ultimately ended up being charged for using them when they were supposed to be free. These charges caused late payments on the credit card incurring a balance of {$100.00} when I finally contacted the company about the charges, I was also advised that one of the items that should have been returned back in XXXX was also left out of the return triggering a portion of the late fees that I was incurring along with this {$30.00} balance This has greatly affected me. My balance went from XXXX to XXXX when the investigation was opened the fees were put on hold. I was told that it will take 30 days for a response within one week. I received a response stating that the investigation had been closed and completed, and that I was responsible for the payments, I called back to XXXX  to have the investigation reopened and for someone else to take a look at it because again this was not due to an actual purchase that I made but free gift cards that they told me I could use and that were still active after the return of the purchase that reflected the reason for me having access to the gift cards in the first place since that time of the second dispute has negatively reported on my credit report. Theyve also closed the account has harmed me now to where four of my other credit card companies have lower my credit limits to almost nothing I went from having access to Thousands of dollars with these creditors now they only wan na allow me access to hundreds of dollars all because XXXX basically falsely report negative things on my credit and those negative things would be one that I owe them for gift cards that were given to me as a courtesy and then they charge me for triggering past due payments and an outstanding balance of {$100.00} so ultimately I have lost thousands of dollars in credit because XXXX states that I owe them {$100.00} for {$30.00} and gift cards that were free to me that I was end up wrongfully charged for instead of them rectify the situation. They close my account and negatively reported me to the creditors. I extended my credit to them and they bit the hand that feeds them. My account was literally closed due to the error of a XXXX employee, not me as the natural person in the federally protected consumer that has extended my credit

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