Consumer complaint received 2019-04-10
Company: CITIBANK, N.A.
State: AL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
This is a second complaint related to complaint number XXXX. This is NOT new information but a NEW complaint that stems from this previous complaint. 

My account is set up on auto payment. My XXXX auto payment was {$190.00}. Due to incorrect information from XXXX regarding XXXXXXXX XXXX payment, I no longer needed to make that payment. So at XXXX I cancelled my XX/XX/XXXX autopayment. I received an email confirmation that I cancelled XX/XX/XXXX auto payment. When I did the cancellation online, I got a confirmation number of XXXX. To my shock, at XXXX that same day, I receive an email confirming my next autopayment of {$190.00} on XX/XX/XXXX ( this is the payment that I had cancelled at XXXX the same morning ). So concerned of what was going on, I got on XXXX chat with XXXX ( I have a copy of the transcript ). I mentioned to XXXX that I had cancelled the XXXX autopayment that morning and that I had just received an email confirmation of the XXXX payment coming out. I asked him what was going on. He tells me that I did not cancel the autopay correctly. I informed him that I had to have done it right if I have a confirmation number and an email. He told me that I cancelled the auto pay of another account (??? ). Again he told me that I didn't cancel it. Finally he agreed that the auto pay was skipped for the month. Not satisfied with this, I CALLED XXXX and requested to speak with a supervisor and they got me XXXX. XXXX could not explain why I received that email saying the payment was going to come out but he assured me that the payment would not come out. So yesterday I was looking at my account and saw that my balance had gone down from the day before. Monday my balance was XXXX and yesterday it was XXXX which is a difference of {$190.00} ( which is the amount of the auto payment that I cancelled ). I asked him what was going on. He said the payment was from autopay and it was processed because they could not get a confirmation from me after leaving multiple voice mail messages ( which is a flat out lie-but what confirmation did they need? ) So then he decided to transfer me to see if the payment could be cancelled. So next I got XXXX and she said that the payment of {$190.00} is processing for today. She basically couldn't help me so she had to transfer me. I got XXXX XXXX. This person told me that I have 2 payments set up, one from XXXX and the other from my bank ( another lie ). I have never set up anything through MY bank. All payments are made through XXXX 's website. This person came back and said that the payment has gone through and she can issue a refund back to my account. She said AGAIN that autopay was not cancelled successfully. Today I started worrying that the PEOPLE I spoke with yesterday were wrong and if the refund is sent to me, and XXXX didn't take it out, then I would have to send it back and I didn't want any fees. So today I called and spoke with XXXX, supervisor, and he said the refund is already processed and can not be cancelled.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation