Consumer complaint received 2023-09-14
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
This is for wayfair credit card on XX/XX/2023 and XX/XX/2023 I made two payments of XXXX each to be directed to my interest free for 24 months balance. I did these payments online and then called over the phone to have them posted to the intrest free for 24 months. They were done and when I was done with the last one I was advised my balance was XXXX. Then in the coming month I charged XXXX to the card for the statement for XXXX XXXX  When When I received my statement for XX/XX/2023 my total due was XXXX. But there was a charge for XXXX which I never did. I called the company they advised me there was a payment that was reversed by my bank for XXXX. 
I advised them that was not correct and filed a dispute. I got my new statement for XX/XX/2023 stated my balance was XXXX I called and I filed a dispute the agent told me they did not see any payments made by me for XXXX and I filed another dispute, because I never heard about first dispute. Then in XX/XX/2023 I received my new statement balance was XXXX because the last agent credited me interest charges for XXXX while dispute was being investigated she stated I was not suppose to have the returned payment of XXXX because I never attempted that payment. Mean while never heard about dispute so I continued to make minimal payments. 
Finally XX/XX/2023 I filed another dispute for the same charge and finally got a response that the charge for XXXX was not from a retunred payment it was a issue with my direct payments being applied to the account. i was told by account manager that when they add direct payments to a account there is suppose to be equal positive and negative charges to balance out the account but in my case there were only postives and no negatives but they fixed it and account balance is correct. 
I hung up the phone and for the first time I when threw all my statements since XX/XX/2023. I found that oon my statements there were a lot of direct payment adjustments on my account that I never made. There as followed XX/XX/2023 XXXX, XX/XX/2023 XXXX, XX/XX/2023 XXXX, XX/XX/2023 XXXX, XX/XX/2023 XXXX, and XX/XX/2023 XXXX. I only made two direct payments of XXXX each on XX/XX/2023 and XX/XX/2023. 
I called the bank back and spoke with XXXX from tennessee on XX/XX/2023 at XXXX XXXX we were on the phone for 1hr and 10 min he went threw my entire account and found there was a error with the direct payments and he advised me he filed another dispute. I called back the next day to see if there was a dispute filed I was told no, so I asked for a account manager I was put on hold and called dropped. 
I called back on XX/XX/2023 spoke with XXXX from tennessee explained to her the entire situtation she researched and found there was a error as well with direct payments, She stated we should remove all direct payments and start all over to fix your balance she put me on hold and then came back and adivsed the direct payments are to old and the system will not allow her to remove or change them. She advised she needs to speak with a supervisor to have them removed she put me on hold and came back and advised they are to old to be removed and there is nothing that can be done. I asked her what do you mean this effecting account balance and my credit she apologized and advised there is nothing that can be done. 
My account balance is XXXX and over the limit by XXXX they are not willing to fix my acocunt. Someone messed up on the direct payments and the company will not fix the issue.

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