CFPB Complaint

CITIBANK, N.A. – CFPB Complaint

Consumer Complaint Submission

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 She also said she was sending me a new card, so my old card is no longer valid.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

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