Citi

Review: Poor customer service and unfair collection practice

I called customer service on 8/**/14 as I was checking my account online and noticed that the account has been closed. There was a balance noted but the statement was not available online so I couldn't see the charges and I have not used this credit card in months. I called the number behind the card and was transferred to the Business customer service and was finally connected to a customer service rep that checked my account and confirmed that it has been closed. I told him that I never received any statement in the mail as the address on the account was apparently not updated in their system. In addition, for some reason they no longer have my email address, normally I would get email notification from Citi Card when there's balance due but the last email I received was in March. I have a Citi personal card and does not have issues with that one. I asked him to research what happened and if he could refund the late fee as my account was in good standing. He called the Escalation department and connected me to [redacted]. He told me because the account has been closed there is nothing he could do about it. I told him this is ridiculous, and how poor their customer service is. I explained to him that this is clearly the bank error in updating my address that I never received the statement, and also whatever system issue they had that caused my address to not be on file and my online notification stopped coming. They had my phone number on file and yet never bothered to notify me of this unusual activity given my account was in good standing before this incident. He offered to waive one month of late fee if I paid the rest today. I told him I am unable to see the statement online and I do not have any information as to what charges were placed on my card so it's ridiculous that he expected me to pay today for unknown charges. Also this is clearly the bank's error that the system lost my email information and in updating my address. I requested to have all the late fees waived, in addition, because they cancelled my account I also requested a refund of the annual fee. Also I requested statement of the charges as I am unable to see the statement online and I do not have any information as to what charges were placed on my card.Desired Settlement: I requested to have all the late fees waived, in addition, because they cancelled my account I also requested a refund of the annual fee. Also I requested statement of the charges as I am unable to see the statement online and I do not have any information as to what charges were placed on my card.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They sent me a letter in the mail with phone number to call to resolve the issue. I left her a voice mail but have not talked to her and the matter has not been resolved

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: Today at [redacted] ([redacted]) I called Citibank Customer service after receiving a billing statement in the mail yesterday. I asked the customer service representative about some inquiries that were located on my statement. However, I felt the tension, and I asked to speak to a Manager. [redacted] then asked me for some information. Not properly explaining herself. I then continued with her and asked her about them owing me. There were two payments taken out and the dates she gave me showed me that Citi bank are a bunch of thieves. My dates were off and so they could get the money for a Salary fee. My payment was posted on the[redacted] of February 2015. But they have the[redacted] so that they could add the Salary offset fee. [redacted] gave me a date of January [redacted] 2015. Why then did they give me a date of January[redacted]. Then when I asked her she tells me when then it would be charged anyway. I feel that she was rude, She needs to take customer service classes. Then she would not let me hold on for a supervisor. Why can't I I asked. She then said well they are on other calls. So right there my call wasn't important. Citibank customer service is horrible.Desired Settlement: I want a credit for my Salary enrollment fee, and the negative discrepancy that is on my credit report,and reinstatement of my government card immediately

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: I had no idea I had a balance on a second card that I never requested. citi refused to refund interest and late fees that accrued.

I had a [redacted] credit card for several years. at some point in 2014, I received a replacement card from citi. I never requested a replacement card nor did I apply for a new card. I assumed the number was the same as my last card. I used the card to make a $1299.77 purchase on 11/**/14. I had no idea it was being charged to this second, mysterious account. I received a phone call on 2/**/15 from the collections department asking me to pay $1348.58. the rep and her [redacted], [redacted] #[redacted] refused to refund the interest and late fees of $105.99 and $95, respectively. nowhere on my online account was this second account visible. I only saw a $0 balance on the account ending in [redacted]. I never applied for the account, I never received a bill for the account, an email regarding a balance, or any other notice that there was a balance. I paid the balance in full as soon as it was brought to my attention. not only was citi sneaky in sending me a second card I didn't ask for, they refused to take off the bogus interest and late fees. avoid [redacted] credit cards from citi at all costs, as they use unscrupulous business practices to make a profit.Desired Settlement: I have the right to a $105.99 refund for the interest I was charged as well as the $95 in late fees that were assessed, for a total of $200.99

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I have already spoken to the business after filing this claim and they offered no resolution. If they have a proposed resolution, they should present it here, publicly.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have not received my refund of these unscrupulous fees.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly?

Review: [redacted] Credit Services practiced a bait and switch on us. We bought a refrigerator at the [redacted] store in the summer of 2014. the serviceman said it was 0% interest for 6 months. We made all the payments on time and then after 6 months ended, [redacted] Credit services added over 200 dollars to our bill in back interest This is a bait and switch. [redacted] Credit Services also charged us a late fee of 25 dollars on our bill this month (February 2015) and we were not late with our payment. I called customer service about this and they apologized and reversed the 25 dollar late fee. I am asking [redacted] credit to take off the extra 200 dollars of interest as they should not be allowed to do a bait and switch with their customers to sell more appliances. I also think [redacted] Credit should not charge their customers late fees for payments that are on time. If I had not bothered to call customer service, [redacted] Credit would have been pocketing a 25 dollar late fee on an account that was paid on time.

Product_Or_Service: large refrigeratorDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like [redacted] to take off the deferred interest off of our [redacted] Card so we can afford to pay off our bill. The orignal purchase price for the appliance was 1500 and bill currently stands at 1627 with the high interest rate of 25.24% I would also like [redacted] Credit Services (Citibank) to not do bait and switches on their customers. I would like them to lower our interest rate on our account with them too.

Business

Response:

Good Day All, We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly? Regards,[redacted]

Review: [redacted] Billing cause my credit score to drop 101 points. I never receive any billing from [redacted] Billing. They had my correct billing address, which the mail came back to them ([redacted]). I ask them to contact my Bank where I was getting a loan, the bank NEVER receive the fax they were ([redacted])were suppose to send them. They were to send me by US Mail a copy stating It was not my fault that my credit scores dropped. They ([redacted]) said it would be sent 3-10 business days. I HAVE NOT RECEIVED ANYTHING FROM [redacted] THIS IS DAYS.Aneesha Moore

Product_Or_Service: N/ADesired Settlement: DesiredSettlementID: Refund

A $5000 credit from [redacted].

Business

Response:

Good Day All, We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly? Regards,[redacted]Executive Response Unit

Review: On August *, 2014, I made a purchase at a local best buy store using my credit card issued from this institution. Upon arriving home and opening the item, I noticed that the item inside the box was a less valuable substitute that appeared to have been placed inside the box and returned by a different customer. Upon attempting to return the item to the merchant, I was informed that the store had a 15 day return policy (I attempted to return it on the [redacted] day). Upon returning from the merchant, I came hope and initiated a dispute for this transaction with my credit card issuer. This dispute was filed on August **, 2014. During the filing of the dispute, I was informed that merchant would have 45-days to reply to the dispute.

On October **, I received notification that the provisional credit issued under the above dispute had been reversed as the merchant had replied to the dispute. Upon examining the documents provided by the merchant, I noticed that the merchant used my signature fraudulently, by taking the signature used to indicate that I was an authorized user of the card presented and agreed to my cardholder’s policies, and including language that indicated an agreement to the return policy located on the back of the sale’s slip presented. Yet, upon examination of these documents, merchant failed to include any language allegedly appearing on the back of the sale’s slip.

On October **, I responded to the merchants items presented as instructed by credit card issuer, and informed the card company that the document (sales slip) had been altered and never did I agree to the return policy. Only that my signature was used to sign to indicate an agreement to the aforementioned cardholder agreement. A subsequent chat with representative raised these same issues, and, when pressed, the chat representative could not explain why the transaction had been reversed and suggested I call the dispute resolution call center. Following the representative’s advice, I contacted the call center to check the status of my dispute and was told it was still open pending further examination and any documents needed from me would be requested. I again followed up with the credit card company to ask the status on October **, 2014, and was informed that the dispute was closed.Desired Settlement: I am requesting that the card company reverse the charge disputed in the amount of 140.87. Failure to do so will result in complaints with the [redacted], Attorney Generals, and my Congressional Representative. Legal recourse also remains an option if company is unwilling to reach my desired outcome.

Business

Response:

We will be corresponding directly with the customer as Citi has not received authorization from the customer to release information to your office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The letter received from the business does not address my complaint. Rather than address my complaint, the letter simply seeks to enforce the merchant's return policy and dictate in a paternalistic manner how a customer should operate when making purchases. The letter received does not explain why the credit card company accepted fraudulent documents from the merchant nor does it address its poor customer service in attempting to help me resolve the issue. Further, please note that I explicitly give the business authorization to communicate with the Revdex.com so that there may be no obfuscation by the business in addressing this complaint.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We previously responded to the customer on November **, December *, December **, and December **, 2014. We are no longer responding to [redacted] and ask that he work directly with the merchant.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[A lack of response does not address my complaint regarding the reasoning for accepting fraudulently produced documents from the merchant in denying my dispute.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: [redacted] experienced financial difficulty back in 2009 and missed several payments on his Citibank credit card. Citibank eventually charged off the credit card and reported a charge off to the credit agencies. Within months, [redacted] repeatedly received calls from a collection agency by the name of [redacted]. The collection agency stated they purchased the debt from Citibank. After numerous threats from the collection agency [redacted] agreed to a settlement with the collection agency. The collection agency represented Citibank and stated they would report the settlement with Citibank as well as with the credit agencies. [redacted] received paperwork from the collection agency [redacted] confirming [redacted] made the scheduled payments and confirmed settlement with no longer obligated to further payments. The credit agencies [redacted], [redacted], and [redacted] all still reflect a past due amount of $5,593.00 and deilquent even though there is a note stating the credit card has a charge-off and is closed. This is hindering [redacted] from clearing up his credit report. [redacted] can provide the documents from the collection agency confirming the settlement if requested.Desired Settlement: [redacted] is requesting Citibank notify all three credit agencies that there is no longer a past due amount and the account is settled. It is imperative this issue be resolved ASAP. A letter is also requested with a wet signature and dated from Citibank credit card services stating the account is settled.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: This concerns a settlement agreement between Citibank and me on February **, 2015 for the [redacted] ending in [redacted]. I had a balance of $440.73. CitiCards/Citibank agreed to the settlement amount of $286.48 to be paid by 2/**/15. I was told that if I needed to make changes to the original scheduled payment on February **, it would not interfere with the agreed amount settled and the account would not be a charge-off. I called before the 2/**/15 to change the payment lump sum into (3) installment payments of $95.49 to be paid with 1-month. I was reassured from the customer representative that this account would not be a charge-off and would show as being paid in full in my credit reports. I requested that this new payment schedule be in writing. I never did receive a letter of confirmation. I called again to request a confirmation letter and was told that I did not need to worry that my account would be updated after the last payment of $95.50 was received.

Here is the schedule of when the payments were taken out of my checking account:

2/** – check #[redacted] - $95.49

3/** – check #[redacted] - $95.49

3/** – check #[redacted] - $95.50

Total: $286.48

When I called Citicards on 4/**/15, I was told that the account was indeed charged-off and the settlement agreement was cancelled because I did not make the payments within the payment cycle.

I feel that I was given the incorrect information on how to appropriately handle the payment plan that I agreed to.

Please advise if this account is indeed settled with no more collection activity and not charged-off as I was told. I want to make sure that this account will not show up with the three credit bureaus as being a charge-off.

I have called the Recovery Department at ###-###-#### several times and none of the customer service representatives cannot seem to answer my questions and concerns.

I have checked my credit reports with the 3 bureaus and indeed have found that Citicards/Citibank has reported this as a charge-off.

I was contacted by a collection agency about the remaining balance of $154.25 that Citicards removed due to the settlement.

I feel that I was misinformed by CitiCards/Citibank in regards to my settlement.Desired Settlement: I want for Citicards/Citibank to remove all negative information from the 3 credit bureaus and address this problem at hand. I settled with them for $286.48. I do not owe a balance of $154.25 since Citibank agreed to the amount of $286.48. I want all collection activity to cease immediately. I want in writing that the balance of $286.48 is paid and that my account in good standing.

Business

Response:

Thank you for your communication regarding [redacted]’s [redacted] account. Due to privacy concerns we are unable to release customer information to the Revdex.com. We will respond directly to [redacted] within the next 7-10 business days.

Review: We have been Citibank customers for over 10 years. We decided to get the [redacted] credit card before taking a trip in March, because we saw the perks of no baggage fees and Priority 1 boarding. So we proceeded to book directly through [redacted] website and used our Citibank ** credit card to purchase the tickets. When we go to the airport, we found out we were booked on a [redacted] flight. The agent checking us in assured us we would pay for the baggage fees at that time and then when we called Citibank after our trip, they would reimburse us. We didn't get Priority boarding and when we got back from our trip and called Citibank, we were told they weren't reimbursing us. My brother who had been on the same flight and who also had a Citibank ** card, called and his baggage fees were reimbursed. So I proceeded to try 2 more times calling, both times I was on the phone over half an hour and both times I spoke to a manager who told me they couldn't do anything because I had been on a [redacted] flight. I then went on another trip, booked through [redacted] and flew on an actual [redacted] plane and still did not get the baggage fees waived nor did I get the Priority boarding. To advertise both of those things, just to get people to sign up for the card and then go through the complete and total hassle of trying to get reimbursed is the worst business practice I've seen with Citibank in the last 10 years.Desired Settlement: Refund of the $100 in baggage fees from the first trip and $75 in baggage fees from the second trip. Airline miles for the huge hassle of calling to get this fixed and also for not getting Priority boarding on any of the flights.

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact them directly?

Review: I have been a Citi AAdvantage card holder since November, 2011. I have used my Citi Aadvantage [redacted] every day since opening the account for every personal transaction that I have made. I have always paid my bill on time and in full every month. I have never had any issues with Citi nor has Citi ever contacted me about any issues. On April [redacted], 2015 I visited a grocery store to purchase some Milk only to find out that the Citicard I always used every day was declined. I went on my Citi mobile app to check to see if there was an issue with my card and my citi app said to call a number. I called the citi number ###-###-#### and spoke with a CSR there who told me my account as closed. I asked when and why it was closed and they stated they do not know and they would check. They placed me on hold and when they came back they told me the only information they could give me was to write a letter to the Office of the President, I asked politely to speak with a manager to get more information, after speaking with the manager they stated they have never seen this before and had no additional information for me, and that all my account notations said were to write a letter and give no further information. I wrote a letter per request and still have not received a response or answer. I went on Citis online chat and chatted with employee id [redacted] whose name was Jesse. They also stated they could see no information as to why my account was closed except to write a letter. I asked for my situation to be escalated and they stated they would show it to their manager but besides that they didn't have any further information for me. My account ends in [redacted].Desired Settlement: I would like a full explanation as to why they closed my account without warning or any communication to me. I would like my account re-instated with the credit limit I originally had and all benefits I had been enrolled in for my account ending in [redacted].

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have made multiple attempts to discuss what happened to my account with multiple Citi reps via calling, web chat and even writing a letter. Each time I am told that my account states to tell me to write a letter. I write a letter and get no response. I have escalated my call to supervisors and they state that they wish they had more information for me but that they have limited information. Citi is sending me in circles and doesnt want to explain why they closed my account or what I can do to resolve the issue.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The responses were generic letters stating no further details and no resolution or explaination of issue or no channel to resolve the issue. Every time I call they say write a letter. Every time I write a letter no direction is given for resolution. I tried opening a new account per the guidance of a phone representative and my request was denied due to my original account is suspended. I continue to write letters asking why and how to remove the suspension with no willingness from the company to provide any information to me. Their last generic letter to me stated they now consider this resolved but nothing has been resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly.

Review: I've had a [redacted] Citi MasterCard since 2010. Since then, I've been making payments and had never been 30 days late prior to my card not being renewed. I was told that I was one of many who had the same issue when I called to find out why the card had not been renewed when I had been making payments and still had available credit. I entered into an program agreement as of October 2014, which doesn't allow for any payments to be past due by 30 days. Otherwise, the payment arrangement would terminated. I just received a notification this company had reported my account past due by 30 days as of June **, 2015. I spoke to Rep. Tyrell (this system won't allow me to type his employee ID no.), and he confirmed that my account was current and had not been past due by 30 days. This inaccurate reporting has caused my credit score to drop by over 50 points. I'm a stay at home mother trying to make sure that this payment is timely made, but then only to be informed of this false reporting after I just made a payment on this account. I'm now requesting that this debt be settled in the amount currently paid as July *, 2015.Desired Settlement: I'm now requesting that this debt be settled in the amount currently paid as July *, 2015.

Business

Response:

We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly?

Review: [redacted] Service Card is a credit card that can be used in conjunction with services/repairs on a [redacted] vehicle at [redacted] dealerships. It runs under Citibank. I opened this credit card in May 2014 with the stipulation of 6 months no interest, and had my truck serviced. However, on the 07/**/14 statement, I was charged interest. My [redacted] dealership placed a phone call on my behalf and had this fixed; additionally, the no interest period got extended to 12 months, until May 2015.In December 2014, I serviced my vehicle again and the card got charged with it. Then, in the following four months, I got charged interest every month as follows:January: $ 24.52February: $ 23.00March: $ 73.97 (why is this one 3 times as much??)April: $ 22.55 for a total of $ 144.04I called their 1-888 number in April and spoke to a representative, explaining that there shouldn't be any interest charged just yet. I got to speak to a supervisor as well who told me that I have to go to the [redacted] dealership in person and they'll have to call in that the December charge be on a no interest promotion. So I went to my dealership and did as I was told. The dealership called in and placed the December charge on a no interest promotion. The understanding was that I would get refunded the $ 144.04 interest charged and was promised that it will be fixed on the next statement.The next statement arrived and the refund was not on it. I called again, spoke to "Don" and then to supervisor "Marvin" who looked thoroughly at the case and concurred with me. Again, he promised that the refund will show on my next statement. However, I got the statement and no refund shows on it!I find this highly unprofessional, to have a customer call several times, make them go in person to the dealership, promise that it gets fixed - and then nothing happens! I am assuming that when I am on the phone with a supervisor, that he is fixing it in the computer as we speak.

Product_Or_Service: Vehicle Service Credit Card

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am requesting the promised refund of $ 144.04 immediately so it WILL show on the next statement.

Business

Response:

We will be corresponding directly with the customer, as Citi has not received authorization from the customer to release information to your office. Please allow 7-10 business days for the consumer to receive our response.

Review: I bought a refrigerator from [redacted]. However, the bill has been sent to a wrong address(which was admitted later on by a customer service rep)for 3-4 months. When I was finally notified over the phone from their customer service, there were late charges/interests in addition to initial purchase amount. I was offered to pay the full amount, against which all fees will be waived( - my conversation wit Danny at Acceleration Team 4 on 2/**/15). I immediately submitted the full amount, but no action has been taken, while I have been harassed by phone calls everyday to pay all the fees, which now has gone up to $276.71. On 6/**/15, I spoke with Renee and Patrick, who told me to send a letter in this regard, and they will clear everything. I sent the letter that day.Now I just received a letter from a collection agency ([redacted]) to pay up $276.71.

Product_Or_Service: referigeratorDesired Settlement: DesiredSettlementID: Billing Adjustment

Please waive all the late fees and interests of $276.71, restore my credit scores, and send me an apology for the hardship and mental stress I went through because of this incident.

Business

Response:

Tell us why here...We are responding directly to our customer and they will receive the response via U.S. mail in 7-10 days. If you have questions or would like a copy of the response we would ask that you contact our customer directly for that information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

If the business has been sincere enough, this issue should have been resolved long time ago. What they have done so far is to send me letters acknowledging my complaint and asking me to call their customer service, at which time I was rerouted to their collection department, who would ask me to send my complaint in writing. There were two letters I had written and numerous phone calls I have made over the past 7 months or so, but nothing is resolved so far. And what started as less than $50 late fees and charges now grew up to be almost $300. I don't think the business has any intention to admit their internal errors and just try to pass it on to a customer. If the business has any reasonable solution, they can share it with Revdex.com as well.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have mailed [redacted]'s response. We will not respond any further to rebuttals.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Please be advised that I just received a letter from the business, stating that they requested the consumer reporting agencies to delete the delinquency from my credit report. In essence, I guess this is to say that they were wrong in pursuing to charge me the late fees amounting up to $300. However, there was no apology whatsoever for the agony and mental stress I had to go through for the past 7 months. As you put it well, 'the business addressed the issues within the complaint, but the consumer remains dissatisfied.' Nevertheless, my heartfelt thanks to Revdex.com for the involvement and the efforts to resolve this matter. I wish your organization all the best going forward.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I never got most of my miles/points that I earned through my purchases.

The dates are roughly from 2011 - 2014 this happened to my personal and business cards and the same to my wifes.

I tried contacting citi several times and they guaranteed to give it to me (its all recorded) but at the end they directed me to [redacted] (that's where the miles/points were supposed to be reflected) but at [redacted] I wasn't successful either, so I asked citi to at least give them to me in thank you points or any other equivalent but with no success.Desired Settlement: I am looking to get all my miles/points that I deserve.

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact them directly?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

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In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Due to unexpected health issues and being hospitalized, I was under financial restraints and distracted by physical recovery that most of my finances and credit accounts suffered. I have been in communication with the companies where accounts were affected and I am on the road to getting my accounts back into good standings. I had a phone conversation with someone from Citi and made a payment to bring my account back below the allowed credit limit. I also made a verbal commitment to pay $100 monthly until the account was at a $0.00 balance. I was told the payment I made and the verbal commitment were enough to keep the account open and active. A week later I received a letter from a collection agency for the remaining balance owed from my Citi credit card account. Frustrated I contacted Citi once again and was mistreated by the collections department. I feel as though I was misinformed during both interactions with the company. I feel as though I made efforts to inform them of why my account got backed up. I also made a payment out of good faith and verbal confirmation that the account would remain open and active. I even mentioned to the collections department, that if the original representative was honest with me and told me the amount I paid and verbal commitment weren't enough to keep the account open. Then I would have been able to make different arrangements to settle the balance without Citi canceling my account and selling it off to a third party collections agency.Desired Settlement: I would like to speak to a supervisor which I was denied during my follow up call with the collections department. I would like my account reinstated under the agreed upon arrangements made during my initial phone conversation. Those arrangements were a payment of $300.00 to bring my balance below my $1,500.00 credit limit, and the stipulation to pay $100.00 per month until the balance is paid. I would like any derogatory credit remarks that may have been added to my credit report since I made the phone payment and arrangements removed.

Business

Response:

We

will be corresponding directly with our customer. If you would like to

further discuss the resolution, may I suggest you contact them directly?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The response is simply a statement claiming to deal with me directly. There is no attempt to resolve anything I've stated in my complaint. I attempted to deal with Citi directly and no acknowledge my issues which caused me to create this complaint. And again my issues with their business practice towards my account are being ignored.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

[redacted]

Re: Consumer Financial Protection Bureau (CFPB), Case # [redacted]

Revdex.com of New York (Revdex.com) - Case # [redacted]

D[redacted]

[redacted] My original call where a payment of $300 was processed it was told to me by the citi rep that my account was open and in good standing after the $300 payment was received. Adnditionally to that the arrangement was made that I would be paying $100.00 per month until the account balace was $0.00. Weather it was an official payment arrangement according to citi's standards is beyond my knowledge. I ask that the taped conversation be made available because there is a conflict of information. I'm going off of recollection and you have supposed recordings that would pretty much settle the whole dispute. Why would I in good faith pay $300.00 dollars on a closed account? If my account was closed in April then why am I still receiving normal monthly statements and its now November? Collection companies rarely try to collect the whole debt, why would I pay citi $300 for absolutely nothing when I could have probably settled the entire debt for close to $300 through the collection agency? I feel as though I was misled and told bad information during the original phone call simply so citi could collect the $300 and still report me to the credit bureau's as some form off of the book punishment for not being able to make a payment from April until August. I may not be an expert on the UCC but that doesn't seem very ethical to misinform clients or customers. I also was never contacted by citi by phone nor by mail (other than my normal statements), I believe my email is also saved on file and I have not one email from citi regarding any collection attempts or payment arrangements. Again thank you for your response and time but you are being misleading with your information. Like I mentioned in a past response, this is me being nice in escalating my issues within your company and keeping it between us. I can and I will exercise any legal rights. I know this may be feeble me being one consumer and you being a large banking institution with lawyers on hand but that still doesn't mean you are right in the matter because you have a legal department at hand. I still have rights as a consumer and I am protected from misinformation tactics I feel are being used in this instance. I hope we can make an arrangement between myself and citi. I have cash to pay the balance in full but I want my account either reopened or a new one opened in its place. I got sick and defaulted for a while and I made an attempt to correct the account and the relationship and make steady payments as I did in the past with this account. You chose to manipulate the situation and cut off a consumer from a line of credit that will help my business but it wont kill my business losing it either. I just prefer to rectify the situation I just don't appreciate being mislead with bad information. And again I do apologize for my missed payments and the breach of contract and I know you hear excuses all day good ones and bad ones. But I was on my death bed literally and I have medical records and bills to prove that. If this needs to go to court so be it but I'd rather spend my money with citi to rectify my account status, but if I need to spend it with a lawyer so be it.Thank you for your time and attempt to clarify your position in the matter.

Business

Response:

We will be corresponding directly with our customer. If you would like to further discuss the resolution, may I suggest you contact them directly?

Review: On ** Sep., 2014, I was behind on payments, due to divorce proceedings. I contacted Citi, on the date mentioned above, and paid the account current, due to proceeds from divorce settlement. In return, my account, in accordance to my credit files, were brought to a paid never late status. On ** October, 2015, I made a payment os $111.11. One ** Nov., 2015, I sent a cashiers check, in the amount of $289.93, on ** November, 2015. Along with the payment on ** Nov., there was letter with 2 requests. One was requesting the account to be closed. The other request, was to have the Nov. **, 2015 payment to be credited for Dec., 2015. I later learned, without any communication from Citi, the account was closed, yet the payment request was not honored. Both myself, and my boyfriend inquired about the payment of ** November, 2015. We were told the information is in the card agreement, in regards to multiple payments, per billing cycle. We demanded both the customer service representative, along with Ms. Sherrie S[redacted], out of the TN, office, to inform us of where it is written in the agreement. Neither could do so. Ms. S[redacted] stated a copy of the agreement would be mailed to us. Also, we requested billing statements, for the entire history of the account. I only received 12 months of billing statements. Also, In the letter dated ** Dec., 2015, from the desk of Patricia D[redacted], it states there are ** day late payments, on my credit reporting files for Jan. and Feb., 2015. Upon investigating my credit reports, I noticed there are no late payments on any of my credit reporting files. Ms S[redacted] stated the credit bureaus are reporting incorrect information. I do know if an account was reporting delinquent, then corrected, and now the account is closed, the previous correction can not be changed back to reflect a negative status. Also, Ms S[redacted]'s immediate supervisor was requested, and we were informed they were all in meetings, and were unavailable. We were informed we could receive a call withing 48 hours. My number currently has a cease and desist order, in regards to Citi. Also, in the letter, dated ** Dec., 2015, it mentions the payment cycle, in regards to multiple payments, but a copy of the agreement should have been mailed along with the letter, and notated where it states in the agreement, in regards to multiple payments, withing one billing cycle.Desired Settlement: Upon final payment of this account, the trade line to be reported as paid, closed, never late, as is being reported on my credit reporting files. Also, any contact to be conducted by postal mail only. No telephone or electronic contact, please. Thank you.

Business

Response:

Thank you for your communication regarding the customer's account. Due to privacy concerns we are unable to release customer information to the Revdex.com. We will respond directly to the customer via [redacted] within the next 7-10 business days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This account was to be adjusted due to payments being late, as for my former spouse was the ONLY source of income at the time this account was late. According to the telephone conversation, during the month of Sept., 2014. Account was to be brought current, and any and all late fees, as well as credit reporting to be adjusted to reflect as "paid never late". let it be known, the account within the body of the attachments, is hereby under dispute, in accordance to section [redacted], of the FCRA (Fair Credit Reporting Act). I expect a resolution in a timely manner. Thank you in advance.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have advised we will no longer respond to this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

NEVER have I heard of a MAJOR corporation, refusing to address issues, in regards to customer's complaints. In my previous to Citi, I request an investigation, as per section 623 of the FCRA. I received the attached letter, stating there is no basis for my complaint. This appears to be a BLATANT violation of FCRA guidelines. Also, as per telephone conversation, in Sept., 2014, I was informed my account would be brought from a suspended to open, and the account would be brought current, along with late fees waives, as well as credit reporting to reflect as "Paid, never late. I have also attached a copy of [redacted], stating the account was at one point "never late", after account was re-opened. Also, the comments in the account changed, at this point in time. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: When attempting to make a payment on 11-**-2015 for my original account I was unable to make that payment because my ONLY account was at a zero balance. I looked at the online statements to assure this was the case and at that time there was only 1 account and it was at a zero balance. I contacted customer service and inquired about the payment. I was told there was no need for a payment because the account was paid in full and at a zero balance.

Below is my conversation with Customer service.

11-**-2015

[redacted].

Agustin: [redacted]

[redacted]: I was going to make a payment, however it says my balance is 0. and it wont allow me to.

Agustin: [redacted]. [redacted]: ok Thank.

[redacted]: you

Agustin: [redacted]

[redacted]x: No. thank you.

Agustin: [redacted]

I logged out of the account and the next day 11/**/2015. I checked it again.. Still only on account online and still paid in full So I waited a few days. Almost a week later I checked the account and noticed another account was issued the same day I attemtped to make a payment. obviously after I inquired. but was added to the website between 11/**/2015 - 11/**/2015

There was also a new card issued. and a charge on the new card for $813.45. Listed as a balance transfer.

As of 11/**/2015 there was also a charge of $28.00 for a late fee and on 11-**-2015 a charge of $19.65 as a intrest fee. To which I also dispute. I will not make any payments or charge anything to account I did not authroize. Nor do I feel I owe any late charges since I DID attempt to make my payment.

I emailed Citi about the issue on several occassions and I have recieved a reponse to one of my emails that I had sent stating that I needed to show proof of identification or they couldn't corrispond with me. They wanted a copy of my Id and if I wasnt who I said I was they wanted me to fax power of attorney papers to them.. that was their only response to my email about this unauthorized transaction.. However, when opening my ORIGINAL account they didnt need any authorization, nor did they need proof of ID.. not to mention any authorization to open a seperate account in my name.

I have also recieved a letter since all of this began, stating that my credit limit has changed and been decreased due to payment history. Which I feel is in retaliation to the fact that I refuse to accept their attempt to open a new account under my name and transfer any transactions with their company to the new account.. which also include late fees and interest.

Citi bank called the local merchant who I obtained service from and charged on the card that I was disputing that they ever offered me service.. and wanted that merchant to pay my bill! I never disputed the charges.. I dispute the fact that they opened a new account with a different account number in my name... giving me 2 open accounts with them and transferring balances.. which I might add were inaccurate.

They told me the reason they opened a new account in my name was because I was no longer eligible for offers made to me on my statements under my current account number.

In addition, they decreased my credit limit stating that since I did not make my November payment by the due date which was the [redacted] that they had to decrease my limit. I feel this is in total retaliation to my refusing to accept a new account number. I do not acknowledge the new account number and refuse to activate the new card as it will be my acceptence of the new account number.

I have asked Citi to close the new account they opened without my authorization and we could resume business under the old account number.. the one which I authorized and they declined saying they could not do that.

I cannot make a payment on the account I agreed to because it is now closed.

This company is crooked. I am taking this to every agency available to get the word out about this company!Desired Settlement: I want resolution by closing the unauthorized account. And re-opening the account I agreed to. I want all charges and interest reversed as I do not feel this is my fault this problem occurred. If they refuse to do this then I want all accounts closed and my debt to Citi satisfied as paid in full as they stated concerning my original account.

Business

Response:

We have responded directly to the customer via [redacted]. They should expect to receive our response within 7-10 business days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They continue to stand by their reason as to why they opened another account under my name without my permission. They refuse to reopen my original account and I feel they are trying to force me to do business under the unauthorized account number. I want my balance to be reinstated as it was back on 11/**/2015 and I will pay in full that balance under me original account number and I will pursue what other actions can be taken so others are made aware of what I feel is against consumer rights.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have responded directly to [redacted]'s via [redacted] regarding his additional concerns. He should expect to receive the response within 7-10 business days.

Review: I entered into an approved written Forebearance Loan Contract for my mortgage after being disabled following a major medical condition. I made my first payment as scheduled in July 2014 for $2772 and scheduled automatic payments thereafter from my bank account. I received deliquent phone calls and a letter in August. My payment for August was "unapplied". I emailed my citimortgage analyst with no response. I called today 9/*/14 and spoke with Home Assistance Team which was recorded. My contract was denied on 7/**/14 without notice. I paid in full my balance to date to avoid any further delinquecy action. My credit will be affected and late fees may be applied.Desired Settlement: I want patrons to be protected from false contracts provided by citimortage. I want citimortgage to be fined for not complying with our contract agreement. I want any late fees to be removed. I want any negative credit reporting by Citimortgage to be reversed with an explanation to avoid any penalty to my credit score. I want a letter of denial with date in real time. I want an apology letter from Citimortgage Customer service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The executive board member [redacted] contacted me by telephone. A mutual agreement was confirmed that my contract indeed was in effect. Since an additional payment was made in July, any negative credit reporting would be erased for August. He explained that a coding error prompted a miscommunication between other departments of CitiMortgage. He apologized for any inconsideration from CitiMortgage representatives which had caused me distress. He allowed me a choice to continue or cancel my Forbearance Contract. Since I was paid to date for contractual agreement, I decided to end contract. I made a requested that any future questions that arise from a customer be escalated to administrators who would be better able to assist in a timely fashion. A letter summarizing our conversation would follow.

Sincerely,

Review: I have tried multiple times to setup autopay for my account and each time the autopay tries to bill a random account number. I have been charged two $25 dollar fees over the past 3 billing cycles because my bank account information was incorrect. After each incident, I made two manual payments with no error and after each billing cycle all autopay information is erased from their system. I have excellent credit history and Citibank is the only credit provider that I have had this problem with. In short, it seems like they are intentionally try to get me to pay extra fees and service charges by having the system forget account numbers or have the system process incorrect bank account information. This is unethical practice because I have called multiple times to get this fixed and nothing seems to get corrected after my call. When I ask the customer service representative to pull up the notes from past calls, they say there are no notes. On Oct *, I went in to check my account and once again all my payment information was gone! If I would have not checked the status of my autopay on Oct *, I would have been late on my payment because autopay had no payment information once again!Desired Settlement: I would like a refund for the $25 service fee and for my account to be closed.

Business

Response:

We will be corresponding directly with the customer as Citi has not received authorization from the customer to release information to your office.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Went to [redacted] to purchase a washer and dryer. We did, filled out credit application because we had not used our old [redacted] card. We did this on 12/**/14. The deal was no interest for 24 months. Thought we would pay it off before the 24 months was up. We never received the cards. Got a call from Citicorp the [redacted] saying they never received a payment. Told them we never received a bill or the cards. So they checked the information and said wrong address. Must be cards were mailed someplace else along with the bill. Okay they changed address, after they told us the store in [redacted] made the mistake. Got another call the [redacted] wanting us to make a payment. Told them still hadn't gotten a bill, nor the cards. Wasn't making a payment cause they charge a fee to do so. Asked them for the credit card information so I could put it in my information to pay with my online banking. They can't give that information out over the phone. How can I pay a bill with no information of the credit card? Getting very annoyed because no help was being given in how to take care of this. Worried about credit rating because we are applying for a loan. Our credit score was over 800 before this mess that we did not make. It better not be downgraded due to someone else's screw up. Went to the [redacted] store today and paid the bill in full. Don't want anything to do with a company that can't get mail to my home, doesn't take responsibility for their screw up. Called to cancel the card tonight and it took forever to get that done. They didn't think it would be a problem because the card had not been activated. Oh that surely gave me a sense of security. Don't know where the cards were sent, calling and harassing us for a payment when we have not seen a bill or a card. Yep the store said Citicorp was the problem and Citicorp said it was [redacted] in [redacted]. Nobody wanted to say who did it. I have slips from [redacted] with our correct address on it, so who did it. Ruin somebody's credit and nothing done.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Want letters reassuring us from [redacted], and Citicorp saying no damage to our credit report due to claims of late payments from never receiving the bills or the credit cards.

Business

Response:

Good Day,We have corresponded directly with our customer. If you would like to further discuss the resolution, may I suggest you contact him/her directly. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Credit Bureaus were notified that the account was closed. I requested that they be notified and made aware that I never received a credit card, a statement, or any written correspondence, instead received two phone calls requesting late fee payments. My concern is still that my credit is showing late payments. The reason City was paid in full was because we couldn't get any paper work and constant phone calls asking for the late payments which I thought would hurt our credit. Supposedly they reached an agreement with [redacted] to pay the 15% discount that would have been if we had not financed. We have not received this money and don't know when it will arrive, and a letter stating that the account was closed to the 3 credit checks doesn't show us that our credit has not been hurt or effected.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted] And [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] And [redacted]