Consumer complaint received 2017-12-09
Company: CITIBANK, N.A.
State: GA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I monthly make a {$300.00} payment to my XXXX credit card to build credit to a very limited credit line, so twice a year I can buy a {$2000.00} product without much burden to get approved. 
I went to the store to pre-order the iphoneX on XXXX XXXX, and took the time to verify the credit limit. To my surprise, it was my total credit line, and not the credit line plus {$1400.00} or so. 
So I called XXXX cards and they told me that I did n't have that amount because they had cut a check of {$1400.00} to refund me because of XXXX reasons on XXXX XXXX. at least, that 's what they claimed. 
I asked them how long does it usually take to get the check via mail ... they guaranteed 10 business days or less. So I let them know that the check never made to my home, and asked them to cancel its payment and cut another one. 
2 calls later, they guaranteed me that a check was sent out. 
I called again before thanksgiving, and they told me that that was the XXXX business day, so the refunded check should arrive on Friday, which did, but for {$300.00}. 
So i called them once again to complain about the {$1400.00} check. 
They then told me that that check had been cut in XXXX, and then I reminded them that we had already had this conversation. Finally, the XXXX escalated to her manager and ended up sharing my Bank XXXX XXXX account details for immediate refund. 
I ended up picking up the phone and could n't use the 5 % cashback because I didnt have the {$1400.00} check ( the phone cost {$1200.00} ) ... so I had to rely on the XXXX finance. 
After waiting for the " immediate '' refund as promised on XXXX, the day after thanksgiving, today, XXXX XXXX, I called them to let them know that the refund had not gone through. I was now afraid they had the wrong account information. 
So I escalated the call and spoke with XXXX, who then explained to me that on XXXX XXXX, a decision to reissue a check had been made and that the direct deposit was not made. So they unilaterally decided that a check should be cut, and no one informed me. My current balance in XXXX is negative {$1200.00} because I was counting on that promised deposit. Probably I will have to pay for negative balance, lost the 5 % cashback, and other financial implications due to their wrong-doing. 
They had promised me that the check will get to my home before this Wednesday. 
I also reminded them that they had messed up with my account before, when they mistakenly charged me interests on a purchase just because their systems were not recognizing my monthly payments due to their billing cycle. So they would see the $ 300 monthly payment made twice in XXXX extended month, and see no payment on the next month. I had to chance the billing date to fix their problem. 
I think that i should get the 5 % cash back on the purchase, interests paid on my money that they are holding since XXXX with this check refunding process fiasco, and cover the negative balance consequences at the bank. 
This is extremely disrespectful. Too many calls, too much time wasted, too much frustration and broken promises and horrible expectations.

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