Credit card -- Problem when making payments -- Complaint #17994616
Complaint Overview
Complaint ID: 17994616
Company: Citibank, N.A.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-Issue: Problem during payment process
State: Maryland
ZIP Code: 207XX
Date Received: 2025-11-28T12:00:00-05:00
Date Sent to Company: 2025-11-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
am filing this complaint because Citi refused to provide written communication or written documentation about my credit card account despite a XXXX that prevents me from processing verbal instructions. On XX/XX/year> I contacted Citi regarding Reference Number XXXX and asked for written-only communication due to functional limitations confirmed by a physician on an MD XXXX XXXX accommodation form. Citi continued insisting on phone contact only. My required monthly payment is XXXX dollars, due XX/XX/year>. I am unemployed, receive XXXX benefits, have approximately XXXX dollars total, and can not afford this payment. I requested a hardship modification before becoming delinquent. Citi repeatedly told me they can not change anything because I agreed to a prior arrangement, even though Citi policy allows modification when circumstances change. I agreed originally because I expected to be employed by now. I also filed a dispute regarding the handling of my account and Citi acknowledged receiving it verbally, but refused to provide written confirmation of the dispute or the investigation. Citi refused to provide written confirmation about account status, dispute status, Executive Review status, whether negative reporting would occur, or whether late fees would be suspended during review. Instead, I received contradictory and inconsistent statements from multiple Citi departments, including hardship, customer service, and the Executive Response Team. On multiple occasions Citi refused to accommodate written-only communication and attempted to continue verbal discussions despite my XXXX documentation. This violates required accommodation standards. Citi has also failed to provide any written explanation of why my hardship request is being denied or why written communication is not being honored. I am requesting regulatory intervention to require Citi to provide written-only communication, to properly review my hardship request, to document my dispute in writing, to suspend negative reporting or fees during review, and to ensure all future communication complies with XXXX accommodation requirements.
Frequently Asked Questions
What is Complaint #17994616 about?
Complaint #17994616 was filed against Citibank, N.A. regarding Credit card specifically about Problem when making payments. It was received by the CFPB on 2025-11-28T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.