Date Received: 2018-04-04T00:00:00
Product: Credit card debt
Issue: Communication tactics
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: I have a XXXX card and never missed or made payments late. My due date is on every XX/XX/XXXXof each month and on XX/XX/18 when I tried to log in to my account to make my payment online as I do every month and I got a message saying that my account was locked for 24 hours. I contacted XXXX to unlock my online access and was unsuccessful. I was transferred several times to different representatives. I then was connected with a representative who introduced himself as XXXX and he introduced himself as a supervisor. I explained that I needed to make my payment since I travel for living and was going to be out of the country on XX/XX/18 and was advised that since my card was expiring in XX/XX/XXXX, a new card had been issued and my online access was locked until I registered the new card. I explained that I had not yet received a new card and needed to make my payment online to print my transaction and he told me that he was going to give me until XX/XX/18 to make my payment and if payment was not received by the XX/XX/XXXX, a late fee would be accessed. I explained to him that I have no control on when I will receive my card and since I have a valid card until the end of XX/XX/XXXX, I should not be locked from my online access and he said the XX/XX/XXXXwould be the date before a late fee would be accessed. I filed complaints with the XXXX and CFPB and got a call from XXXX in the CEO ‘s office. I returned her call and she said that she waived the late fee and I advised her that I would make my payment as soon as I can log in to my account. She also said she was sending me a new card, so my old card is no longer valid. I am still waiting for the new card, but started to receive aggressive calls several times a day from the collections department, although my account is only 9 days late. They call and leave a recorded message or simply call and do not leave a message.
Company: CITIBANK, N.A.
State/Zip: CA 920XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 2864132
The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.
Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.
In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.