Consumer complaint received 2018-03-21
Company: CITIBANK, N.A.
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XX/XX/XXXX I went online to pay my Citi Credit Card, I proceeded to the pay screen and entered a new pay from account to make my payment. I filled all the fields out correctly as well as checking the button for Savings Account. I have done this procedure in the past with zero issues.

XX/XX/XXXX XXXX XXXX I was alerted to an issue because of a text message saying there was an issue with my Citi Bank Account.

XX/XX/XXXX I called the number on the back of my Citi credit card and was informed that the payment I had scheduled earlier would not process. I was told that Citi 's system couldn't talk to my bank, therefore triggering a declined payment message. I spoke with my bank and they have not had any system outages or malfunctions that would have caused this. That incident resulted in me getting charged a {$25.00} returned check charge, all for what, me being responsible and paying my bills. It was Citi 's computers that screwed up. On this call to Customer service, I reluctantly gave up my savings account info and routing number ( the same info I put in online to make earlier payment ) to have the rep process a phone payment. Rep stated that info went into system and would process soon. I thought everything was taken care of.

XX/XX/XXXXGot a call from someone at Citi stating that my payment on the XXXX  did not go through and asked if I could make another payment by phone. I said no due to the fact that is twice now that they screwed up. Later that afternoon I went to my bank and the printed a transaction list from that saving clearly showing a check trying to be cleared through a savings account. Each and every contact I have had with Citi I have stated multiple times that this is a Savings Account. Who would try to clear a check from a savings account?

XX/XX/XXXX I logged in online and scheduled a payment ( from a previously used account ) and received a confirmation number as I usually do.

XX/XX/XXXX Pulled up my primary banks account and low and behold that Citi payment scheduled on XX/XX/XXXX has cleared before XXXX XXXX. This is usually how payment processing on any bills that I pay goes, even when adding new payment accounts.XX/XX/XXXX I called to have 2 previously assesses fees reversed. Was told by rep that only {$25.00} one could be reversed because it could have been a 'glitch in the system ' that declined the payment, The {$35.00} one was supposedly reviewed by a supervisor and declared ineligible due to my bank " declining it ''. I proceeded to tell customer service rep multiple times that this charge was a result of Citi 's rep trying to push my XX/XX/XXXX payment through as a check even though it was coming from a savings account. My bank has agreed that they didn't directly decline that payment. They were nice enough to print off my transaction history from my savings clearly stating that there was an attempt to clear a check from this savings account. It was declined because the company tried to pull the money as a check, " from a Savings Account ''. This was obviously the error of Citi, yet I got charged a {$35.00} Returned check fee due to their own ( Fill_In_The_Blank ).

XX/XX/XXXX Upon logging into my online account access I see that at this time Citi has reversed the XX/XX/XXXX {$25.00} charge. I will continue to monitor this to make sure they don't try and pull a sneaky reversal of the reversal.

XX/XX/XXXX Logged into My account to see if by chance that second fee had been reversed, No Such Luck.

From Just trying to make my XX/XX/XXXX monthly payment on this card has caused a lot of unwanted and not needed stress, along with {$60.00} in fees. Customer service reps and supervisors have been absolutely zero help and do not provide any acknowledgment or apologies for their XXXX  ups.

After Reading all XXXX complaints about Citi on https : //www.consumeraffairs.com/finance/citicard.html? page=1 # sort=recent & filter=none after this incident, some of which as recently as a few weeks ago. I am apparently not the first one this has happened to either. I feel very sorry for anyone who has to deal with this unfair company.

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 monetary relief