By
allclear
Please excuse the lengthy post... hopefully you guys can give us some guidance regarding an issue with Citibank and our Citi AAdvantage Platinum Select World Elite Mastercard. Here is the situation:
Citi AAdvantage Platinum Select World Elite Mastercard
We had a Credit Limit of $9,000.00
On 9/23/2020 we made an electronic payment of $5,000.00. Due to financial complications resulting from the COVID-19 pandemic the payment of $5,000.00 was returned.
At no point were we informed by Citibank that the aforementioned credit card was closed. However we also did not communicate with Citibank.
We dug ourselves out of our financial issues and called Citibank on 3/24/2021 in response to an email we received about making a payment. At this point our balance was $15,359.93
The issues begin with the 3/24/2021 call:
On 3/24/2021 we spoke with a Citibank Representative and arranged to make a payment of $6,360.00 to be processed on 3/29/2021 on the condition that once it cleared the account would be:
1. In good standing
2. Open
3. The card would be active (meaning we’d be able to use it)
We verified the above 3 conditions multiple times with the Citibank representative and they confirmed.
As a side note, I remember specifically giving the Citibank Representative I spoke with on 3/24/2021 an example of what my definition of open and usable was so there was no confusion.
We also agreed to setup automatic minimum payments.
On 3/25 we received a message from Citibank confirming that we had enrolled in autopay - no where in this message does it state that the account is closed. In fact it reads as if the account is open and in good standing.
On 3/29/2021 the payment in the amount of $6,360.00 processed, cleared our account and posted to Citibank.
And in fact based on what the Citibank representative confirmed on our 3/24/2021 call we made an additional payment on 3/29/2021 of $4,000.00. We received an email from Citibank confirming this and again at no point did it state the account was closed, and again it reads as if the account is open.
On 3/30/2021 after we confirmed both payments ($6,360 + $4,000) cleared with no issues, we checked our account to make sure the card was active - as the Citibank representative told us it would be. At this point we became worried and began calling Citibank.
We spent at least 4-5 hours and multiple phone calls on with different Citibank representatives, none of which could give us any direct answers. Finally, after poking around on the internet and in message boards we found a number for the Citibank Executive Response Unit.
We spoke with a very polite and helpful Citibank Representative in the Executive Response Unit who opened a case for us.
At this point I sent multiple emails following up and outlining what had transpired on the 3/24/2021 call.
We never once received an email response confirming receipt of emails. Every-time I would have to call and confirm receipt.
At some point we were assigned a representative with the Citibank Executive Response unit.
After multiple emails and phone calls, they called us back on 4/12/2021.
On the 04/12/2021 the rep politely told me she listened to all our phone calls with Citibank especially the call in question that took place on 3/24/2021. The rep acknowledged/confirmed the following:
That the Citibank Representative I spoke with on 3/24/21, stated multiple times when asked by me (multiple times) if by making the payment of $6,360 it would bring our account; in good standing/current, open, and usable - the representative answered "Yes". She also acknowledged that in addition to answering "Yes" the representative communicated to me in other ways that by making said payment the account would be in good standing, open, and usable.
We expressed to the rep that Citibank should honor what they committed to on our 3/24/21 call: An open account, in good standing, and with a useable card.
While polite and understanding the rep said there was nothing she could do. After we pressed her and explained we felt Citibank’s behavior was deceptive (We did not use the word fraudulent, although we believe it was) Tanya offered us a $150.00 statement credit, to which we declined.
On 04/12/2021 following the call with the Citibank rep we sent a follow-up email, confirming what transpired on our call. We called the Executive Response Unit on 04/13/2021 to confirm the email was received and forwarded to said rep - this was confirmed.
On 4/13/2021 we filed a complaint with the CFPB - that read similar to all of the above post. In addition we stated the following would be an appropriate resolution:
For Citibank to honor what they agreed to on our 3/24/2021 call.
Open our Citi AAdvantage Platinum Select World Elite Mastercard so it is usable again.
Bring our account in good standing with all 3 credit bureaus
Maintain our Credit-line of $9,000.000
In addition, considering what we’ve been through we’d like them to make a goodwill correction with all 3 credit bureaus.
On 4/27/2021 we received a response from Citibank via email. Which basically stated there is nothing they could do, the account would remain closed, there would be no Goodwill correction with the CRA's, and that they would in fact report the account to the CRA's as "disputed by consumer".
Also on 4/27/2021 we received an email from the CFPB stating that the company has responded. Status on the CFPB website shows "Closed Company Responded"
And here we are today...
What do you guys think?
Should we push this more?
Is there a way to escalate further?
Any and all advice/suggestions/comments much appreciated!!!
Thanks in advance!
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