Consumer complaint received 2018-02-20
Company: CITIBANK, N.A.
State: TX
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:
In XX/XX/2017 we had fraud charges on our credit card, we quickly contacted them and they flagged over 5 charges to be resolved. At that time we had an available credit of about {$3.00} and the card was not over the limit. Every month we have an auto payment of {$150.00} which is well over the minimum payment. In XXXX the card was still in the negative over {$400.00}, so we called to see why the charges werent resolved yet. They told us not to worry and that it would be a few more weeks before the charges would be removed. They said it was paperwork on their end and waiting for the fraud department to clear them. So we waited weeks and our minimum payment went to {$980.00} and our available credit was - {$520.00}. When we called on XX/XX/XXXX at XXXX we spoke with a customer service rep who could not help us at all and we could barely understand him. So we requested a XXXX who could actually help us. We were transferred to XXXX XXXX who said she was a XXXX, she basically said unless you can prove fraud charges theres nothing we can do and told us she was disconnecting the call?! I tried going through our statements and looking for the fraud charges but they werent on our account anymore. So I asked XXXX XXXX where the - {$520.00} in the negative came from because the charges on our statement doesnt equal {$520.00}?! SHE COULDNT ANSWER MY QUESTION!!!!!!!!!!!! Listen to the recorded phone call ... ... ..How can a company have an account that they cant describe the charges?! She acted like it was my fault it was on there. So I kept asking about what the charges were and she just said if theres no fraud I cant remove any charges. I concluded that these must be their FEES so I asked why they cant remove fees?! These FEES only occurred because we had fraudulent charges on our account!!!!!!! There is no way I couldnt taken the card {$520.00} in the negative so its obviously the FEES they are trying to charge me. My account was in good standing before the fraud charges, now they want me to pay {$1000.00} for my minimum payment. Such a slap in the face because we were the victims in this in the first place, now they are trying to charge late payments and over the balance fees that happened because of fraud. So are they trying to create fraud on accounts just so they can charge these FEES just to get over on people?! I mean XXXX XXXX talked to me like I was lying about the fraud charges because she said theres no report of any more?! She didnt know about the charges o she cant help?! Is this a matter of opinion here?! Is there any communication?! XXXX DOES NOT CARE ABOUT THEIR CUSTOMERS AND WILL ONLY TRY TO STEAL YOUR MONEY WITH BOGUS FEES THEY STILL CANT TELL ME WHAT THESE FEES ARE FROM!!!!!!!!!!! HOW IS YOUR XXXX GOING TO TELL ME THERES NOTHING WE CAN DO?! 
XXXX IS JUST A BIG SCAM!!!!!!!!!!

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