Consumer complaint received 2020-12-23
Company: CITIBANK, N.A.
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/2020 This is in reference to a check sent to Citibank in the amount of {$8300.00}. The check was sent via XXXX  overnight to XXXX XXXX XXXX, XXXX. XXXX, XXXX XXXX XXXX, XXXX, KY XXXX. The tracking number is XXXX. It was delivered on XX/XX/2020 at XXXX XXXX and signed by XXXX XXXX. 

This was to pay off the balance, stated above, on my account. The payment was received and cashed well ahead of my XX/XX/2020 due date. As of the date of this letter, Citibank has failed to promptly post payment to my account. Currently, my account is still in past due status. I have spoken to several representatives with Citibank but this has not established any resolution to the situation. Please see timeline of communication with representatives below. 

XX/XX/2020 Spoke with representative and was told they would launch an investigation to find my check which could take 7 to 10 days. I was told someone would contact me in two days. No one contacted me. 

XX/XX/2020 Spoke with a representative and was told to fax a copy of the cashed check to the Investigation Department at XXXX. One fax was sent by me, and one sent by the institution that issued the check on my behalf Pay To The Order of Citibank. 

Followed up with another representative later that day to verify the fax was received by the Investigation Department. I was told that they could not confirm until Wednesday, XX/XX/2020. It was never confirmed. I was also told that no one would be contacting me with any updates during the investigation. 

XX/XX/2020 Representative on this day worked with her supervisor to find the payment. After giving her the check, routing and account numbers they were able to find my check in their system. I was told it would still be 7-10 days to complete investigation before they could post the payment to my account. 

XX/XX/2020 A representative again confirmed it was noted in their system that the check was found. I was referred to a representative in the customer service department but he did not seem as if he was interested in helping me. Nor did he assist in getting my payment posted to my account. Next, I spoke with a manager who stated that he would submit a request to try and speed up the process. 

XX/XX/2020 Spoke with a representative who told me there has been no movement on resolving this issue with my account. He stated that there would not be any new information until the investigation was completed. 

This whole ordeal has been frustrating and exhausting. There is no need to prolong an investigation when my check has been cashed and confirmed received by Citibank personnel. Which has brought me to the point of contacting the Consumer Financial Protection Bureau for assistance. Any and all assistance you could give me concerning this challenging issue would be greatly appreciated.

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