Consumer complaint received 2019-04-08
Company: CITIBANK, N.A.
State: FL
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:
Because I have an excellent credit record, I periodically check my accounts to make sure that there is no fraudulent activity in my accounts. 

On XX/XX/XXXX, I went into XXXX account to check for activity on my XXXX XXXX store card, which is also an American Express card. While I use the store card side of it regularly, I very seldom use the American Express side. 

When you go the account information feature, there is no balance information on the page. One needs to click to access that information. I have always found that unusual, as all my other accounts have the balance on the main page. 

When I clicked, I saw that there was a balance of {$250.00} on the American Express side. Again, because I seldom use it, I had no recollection of making a purchase, so I called XXXX XXXX thinking it was a fraudulent transaction. This was after I had attempted to see the original charge, which I could not access. I was able to access recent late fees charges in the amounts of {$38.00} each ( there were four ). 

When I reached Customer Service on XX/XX/XXXX, I explained the situation and was told that I had had a transaction in XX/XX/XXXX at XXXX. I immediately remembered that I had purchased some concert tickets in a pre-sale, so that indeed was my transaction. She said that my account was past due and gave me an amount, which I quickly paid that same day ( {$150.00} : I paid the remaining {$98.00} on XX/XX/XXXX ). The customer service rep also said that, as a courtesy, she would remove two late charge fees. 

I proceeded to ask her why I had not gotten any notifications from them about these past due charges. She said that statements had been mailed to me. I swear to you that I did not receive any statements. ( In XXXX XXXX defense, however, I have someone in my neighborhood who has the same house number, but lives on a different street, and I very often get his mail delivered to my house, so this may have occurred. ) I also never got a phone call, e-mail, or any other type of correspondence about my account being past due. Yet, I almost get daily e-mails from XXXXXXXX XXXX with special offers. 

While I know that the store can not babysit me, and I am responsible for making my payments on time, this was an oversight that I could have instantly remedied by getting a reminder. I wonder if this is a tactic used to charge people late fees. Also, I have always questioned why the balance on one 's account does not immediately pop up on the XXXXXXXX XXXX website as it does in others. 

Needless to say, I checked my FICO score and it had dropped 93 points ( from an XXXX ). 

In 26 years I have not had a late payment. I would not risk ruining my credit score for such a small amount. 

Coincidentally, within two days, I received a statement saying my account was late, as well as a notification that they had been trying to reach me by phone. They were mailed to me before my call to XXXX XXXX, but about 120 days after my original transaction. 

I want to know why, and I want my original credit score reinstated. 

Thank you for listening, and for your attention to this matter.

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