Consumer complaint received 2023-01-14
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I first contacted Citi bank back on XX/XX/XXXX to try to block the merchant XXXX XXXX XXXX from being able to debit my account as I had been trying for 2 weeks prior to unenroll myself from their automatic payments for a service. Once I realized that XXXX XXXX XXXX wasnt going to try to help me I decided to go straight to my bank for assistance. On XX/XX/XXXX I called in and spoke with an agent and I explained to them what was going on and that I needed to block the merchant. The agent apologized for my experience with the merchant then proceeded to inform me that he did whatever needed to be done to block the merchant from being able to make any future transactions. I then thanked them and hung up. I then proceeded to call back within the first 2 weeks of XXXX because when I was reviewing my bank account, I noticed that there was the 2 changes from XXXXXXXX XXXX XXXX one in the amount of {$300.00} and a second in the amount of {$560.00} that had posted to my account. I called in because the transactions had posted and I needed answers as to what did I do wrong for this to have happened. I spoke with a different female agent who when I explained what happened, proceeded to try to skirt around any accountability from Citibank and instead kept trying to reroute my call to the claims department. When I noticed how I wasnt being given any proper explanation as to what happened and why it happened, I decided to ask the agent point blank to stop trying to skirt the issue and answer my question which was did the previous agent who assured me he had taken care of it actually follow proper protocol to complete my request? Yes or No? to which the agent tried again to not accept any responsibility on XXXX part and again tried to redirect my call to dispute. I did interrupt her and said Stop dancing around my question. I need an answer yes or no? Finally after the agent realized that I would not drop it she finally answered that no, the agent did not follow protocol. Once I received the verification, I needed I then allowed for my call to be transferred so that I could now get this issue resolved. Upon speaking with my first claim agent, I explained to him everything that happened including the mistakes made by the first customer support agent as well as the lack of accountability from the second agent I had just spoken with. I proceeded to also ask the claims agent to please explain to me what needs to happen in through and to inform me of any additional steps that I may need to take so we can finally get this resolved which he did. He did make sure to explain to me that I need to make sure to keep an eye on my mail as Citibank might send me correspondents requesting additional info so that they can investigate and resolve the issue. I then thanked the agent and hung up. The next time I called back into Citibank regarding my case was back on XX/XX/XXXX as I had received a letter from Citibank regarding a debit card that I did not have. When I called in the agent that I spoke with told me that upon checking the system he did not see any notes as to what that letter could be in regard to. When I asked him can he double check to see if perhaps it could be referring to my case/dispute as maybe it was referring to the debit card that had been closed out, he said that there was no way for him to see the numbers of any previous cards I had. He assured me that he checked my file and notes thoroughly and that there was nothing needed from me at this time. He even advised that the letter couldve been a scam so to just ignore it. XX/XX/XXXX I received a letter from Citibank saying that because I failed to respond to previous requests for more information regarding my dispute that my case was being closed and the credit that had been given to me was going to be debited to my account. I was obviously very confused and upset so I called in and was finally able to speak with a supervisor by the name of XXXX who informed me that I was told incorrect information during my last call on XXXX and that Citi had in fact reached out requesting more information and that he didnt understand why that agent failed to inform me of that and instead told me there was nothing needed from me. XXXX stated to me that the letters are right here in your file so there was no reason for that information to have not been available to that agent when you called in. 
He shouldve informed you. After my conversation with the first supervisor I proceeded to provide all the information requested of me and I faxed in the dispute letters needed. I called the bank again to verify that my letters were received and I got verbal confirmation that they were. I was then told that my case would be escalated and would be resolved in 5-7 business days. I waited the allotted time frame and then proceeded to call Citi back to ask for an update as my account was still overdraft. I was then told by a different supervisor in the dispute team that I was given incorrect information again and that it would take 14 business days. So I waited again and called back and was told again that I was told by yet another supervisor that it would actually take 90 days to process. I was obviously upset but agreed that I would wait the needed time. I proceeded to call back XX/XX/XXXX as that was when I was told to follow up and was told by another supervisor that there was no update however, she had escalated it to get me a response within 2 days. I had asked if there was a way for them the back office to let the front office know that the reason for my account being overdraft was due to Citibank 's own error, however I was made aware that they do not not have interdepartmental communication so that it was on me to let the front office know. I had advised that supervisor that I really needed a speedy response as my account was set to be closed on XXXX COB due to being over drafted. She understood my urgency and let advised she would call me back. She called back that same week and told me she confirmed that the credit in the amount of {$560.00} was approved and that I would be getting a letter confirming that, the only issue was that it was set to be credited to my account on XX/XX/XXXX which would be too late as my account would be closed on XXXX COB. She had advised me that she was trying to get her leadership to do a manual override and have it credited to my account on XXXX so that my account wouldn't be closed. I was however advised by multiple associates at Citibank that in the even my account would be closed before Citi finished their investigation, that it wouldn't be an issue as a check would be issued and mailed out to my place of residence. On XX/XX/XXXX I received a letter in the mail that my account was closed due to the extended overdraft. On XX/XX/XXXX I received a letter dated for XX/XX/XXXX that my dispute was resolved and closed in my favor and that I would be getting the credit in the amount of {$560.00} posted to my account. Since my account was closed I called the bank again to ask for a time frame of when I would receive this check. The new agent I spoke with told me that they were waiting on their processing department to process the issuing of the check and to please give them 7-10 business days. I waited the allotted time and my check has never arrived. In the time since XXXX of XXXX I have contacted Citibank numerous times via phone calls & via social media. Each and every single time I am told numerous conflicting information. I have been told my check has been issued and mailed, I have been told there is no update on either of the 2 disputes I have filed with them, I have also been told that all supporting information has not been received by them and I have also been told that " sorry we have no answers for you, please continue to be patient ''. I have been extremely patient with them since I first contacted them in XX/XX/XXXX. I feel as if I have done everything I can possibly do and I need assistance.

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