Payday loan, title loan, or personal loan -- Problem with the payoff process at the end of the loan -- Complaint #5902588
Complaint Overview
Complaint ID: 5902588
Company: Citibank, N.A.
Product: Payday loan, title loan, or personal loan
Sub-Product: Installment loan
Issue: Problem with the payoff process at the end of the loan
State: Michigan
ZIP Code: 481XX
Date Received: 2022-08-21T12:00:00-05:00
Date Sent to Company: 2022-08-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
To whom it may concern, I first sent my complaint about my Citibank loan that I had paid off to The Federal Deposit Insurance Corporation ( FDIC ). They reviewed my correspondence and noted that the bank I referenced is under the direct supervision of Consumer Financial Protection Bureau. They forwarded my copy to you. Below is what I had sent them, also. On XX/XX/2022, I received a personal installment loan of {$10000.00} from Citibank. On XX/XX/2022, I made my final payment of {$4000.00} on my Citibank app to pay off my personal installment loan. The loan then disappeared off my citi app because I was told by the representative that it disappears when the account is XXXX balance and paid off. I cant even access my account any more online. Then, I received a letter in the mail saying that my account is past due and thats when I called citibank to find out what was going on because I knew I had paid it off immediately in XXXX. Citibank said they did a payoff reversal on my amount but they dont know why and send it back to my XXXX XXXXXXXX XXXX XXXX a XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MI XXXX as I was told. Citibank told me to check with my credit union to see if they have a hold on my payment someplace. Upon calling my credit union they had told me that they do not and it doesnt show any credit reflected on my account of that payment being sent back to me so Citibank doesnt know where that money went and my credit union said theres evidence showing the transaction of {$4000.00} being withdrawn from my account to Citibank on my loan, so it was processed on that day of XX/XX/2022. When I called Citibank numerous times, I spoke to different customer service representatives and they were sending me to collections saying that I was behind on my monthly payment when I explained to them what had happened that I made that payment of {$4000.00} to pay off my personal installment loan and that my balance should be {$0.00}. I told Citibank that I have the transaction details from my credit union showing that that payment was sent to them and they responded by saying contact my credit union to see if they have the money someplace there and I did and they said no we do not and we have proof that you made that payment to Citibank. So Citibank continues to tell me that they did not receive the payment and they are demanding that I sent {$4000.00} when I already sent that payment to pay off my loan on XX/XX/2022. They have recordings of our conversations and I was very upset, because I told them that my credit score is very good and that Im not late on my payments due to being very responsible. XXXX XXXX
Frequently Asked Questions
What is Complaint #5902588 about?
Complaint #5902588 was filed against Citibank, N.A. regarding Payday loan, title loan, or personal loan specifically about Problem with the payoff process at the end of the loan. It was received by the CFPB on 2022-08-21T12:00:00-05:00.
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 (Payday loan, title loan, or personal loan) 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.