Consumer complaint received 2023-04-23
Company: CITIBANK, N.A.
State: GA
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:
Made a {$900.00} Payment on my citi double cash mastercard account for XX/XX/2023. This amount was not even close to half of the outstanding balance. The card is in good standing, I was just making an extra payment, technically it would go toward the next month. The payment shows being accepted on the XXXX. As well it cleared my bank shortly after. As of today that money was shown as accepted ten days ago but still not reflecting on my available balance. 

While on vacation I Called to ask what the hold up was? I was told that it was because I had switched banks. It would take an additional few days. This is not a new bank to me or a new bank in general. I just Added an additional bank to the credit card which funds would be pulled from. My original bank is still listed. I will say this is a military bank that is accepted worldwide. 

After getting back from vacation the funds are still not available so I yet again placed another call. I was told by representative today XX/XX/XXXX at XXXX there was a security hold on my funds. Even though it cleared the bank and even though they were holding my money. They could not explain to me why they were not releasing it. I was transferred to a supervisor at XXXX XXXX who kept saying that she has to clear this with the bank tekking me its a security hold, but cant say why XXXXThis makes no sense to me because you already have my money and have had For 10 days.. They are now stating the issue is because I made such a large payment. It's not even half of the account balance.. It is still technically even under the monthly statement. I asked her if it was going to be such a problem if she would just refund it to my bank. That in the future id only make small payments since this seemed to be a problem which I still could not understand. That this would severely limit the use of the card as they were not allowing me to pay for what I used. She then says she still has to Contact the bank to release my money or refund it. I have had this card service for years And have never experienced this. At This point I have been on the phone thirty two minutes, twenty of which was whole time they disconnected the line on me. I took screenshots of the time it was disconnected as well as the calls being placed for every call. I gave that supervisor XXXX minutes to call back which they did not. I looked up a number for dispute or filing a complaint with the same company and called a different number. I gave them A run down on what happened and asked for a supervisor. I Was told they understood and could see what I was upset about and they would transfer me to a supervisor. I was on the phone less than two minutes and I was placed On hold again for over twenty minutes. Again they disconnected on me, after 26 minutes this time. I have still not received A callback from the original supervisor nor the second time I was hung up on a different operator on a different phone number. 

I have done my best to understand what is going on. This makes no logical sense in any standing that you have my money accepted my money. I have confirmations and receipts it is cleared. My bank a national worldwide accepted military bank that I have had for quite some time as well as I've been a customer for quite some time but you're " security holding '' my money. Furthermore nobody can even truly explain what that means they said that the payment was just larger than I have made in the last six months. I do typically make more than one payment a month this month. I just simply made a larger one.. Again it was not even half of the account balance and it was still under the actual statement balance due. So basically I can use the car to charge. Whatever I like but they don't want me to pay money to keep from interest and if I do they're going to hold my money. I honestly can not wrap my head around what is happening.I simply asked for a refund and said that I would adjust my spending habits and use a different Carrier since they were not allowing me to pay for charges I had made. The interest that I'm gon na recruit on this is ridiculous and I'm not being allowed to circumvent that by making a payment when I've actually. Used the card to pay for things I'm not trying to pay over the amount that is owed. I'm still not even paying the full amount. All they kept stating was we have to clear this with your bank to which I responded you've already got my money. It is already cleared my bank. It is physically in your hands if you are not going to use it, Allowing me to pay down my credit debt then you need to refund it to my bank. In the future I would make smaller payments but I would also seriously consider if i'm going to continue using this card when i'm not allowed to pay it. 

Let me also disclose at no point in time did anyone from this card company call me to let me know there was an issue. At no point did anyone reach out for any additional information or anything. Not by phone text or email. I'm the only one that has made effort. I have made several and this is how it is ended thus far. It is XXXX XXXX on the XXXX of XXXX and I have still not received a call back from any one within the company. I've been hung up on by XXXX supervisors now while on hold. Sure it could have been accident, but twice. And not calling me back. Yeah probably not an accident. Especially after I was supposedly put on hold to contact my bank. 

I have attached a screenshot of both phone calls placed. As well I cropped a screenshot of the payment made to the credit card company and the funds being withdrawn from the bank. I did crop them down so no personal information would be displayed. But I do have a full screenshot upon request.

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