Consumer complaint received 2018-11-13
Company: CITIBANK, N.A.
State: NC
Product: Debt collection
Sub-product: Credit card debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
On XX/XX/2018, I pre-scheduled a payment online with my computer in the amount of {$890.00} ( In Error ) and a second payment in the amount of {$840.00} to bring this account current. Due to me having to care for my ill Father ( XXXX  XXXX XXXX  Military XXXX of The XXXX XXXX ) at the Veterans Administration Hospital in XXXX, North Carolina from XX/XX/2018 up until the date of his passing death on XX/XX/2018 at XXXX XXXX  as his XXXX XXXX. I was in good faith and effort trying and wanting to make this payment with the funds my Father left for me. As result, the computer application PAYMENT PROGRAM WOULD NOT ALLOW ME TO DELETE OR CHANGE THE PAYMENT AMOUNT OF the {$890.00} PAYMENT THAT I SET UP IN ERROR. Therefore on XX/XX/2018, I called and spoke with a Sears Citibank Call Center Representative to assist me and have this specific payment removed from the system by way of cancellation. She stated that she would cancel both payments and schedule a new payment over the telephone with me since she was talking and speaking with me today. 

I told her No, that will not be necessary. I did not want to make a payment over the telephone since I already had one pre-scheduled in the system already to post against my check account today in the amount of {$840.00}. 
Long story short, according to my XX/XX/2018 billing statement a PAY BY PHONE XXXX, IL transaction in the amount of {$840.00} was made. This was also the information shared with me by the Sears Citibank Call Center Representative.

On XX/XX/2018, I went to the bank only to discover that my Sears payment scheduled for XX/XX/2018 in the amount of {$840.00} did not go through electronically as authorized and requested. Also, as evidenced by my bank statement and bank teller, payment did not go through on bank receiving end. 

As a result, I spoke with several more Sears Citibank Call Center Representatives with the last one being named XXXX ID # XXXX, after asking to have my call escalated to upper management on XX/XX/2018 ( XX/XX/XXXX Holiday ). XXXX told me that there was in fact a COMPUTER GLITCH and that the computer held onto my payment until XX/XX/2018 and tried to process the payment. Then again she stated on XX/XX/2018. Therefore, causing my account to sustain overdraft fees, and for me to fax in a copy of my bank statement for reimbursement and refund of the fees plus faxing fees in the total amount of {$29.00}. 
I always got reminder calls if I was a day late or if my account due date was near by previous Sears Call Center Representatives. Why was I not notified 7 to 12 days later that the COMPUTER WAS TRYING TO MAKE A PAYMENT FOR ME ON MY BEHALF? This is the information shared with me and what I was TOLD, by the Sears Citibank Call Center Representative. A COMPUTER GLITCH OF TAKING A PAYMENT WITHOUT MY AUTHORIZATION OR PERMISSION, AS A DRAFTED POSTED PAYMENT FROM MY CHECK ACCOUNT. I could have mailed a Certified Check on XX/XX/2018 quicker and faster 7-10 USPS time, than this payment, I requested to be made on XX/XX/2018 that was never made. 
In conclusion, due to this COMPUTER GLITCHING PAYMENT PROGRAM, and SEARS CITIBANK CALL CENTER REPRESENTATIVE COMBINED on XX/XX/2018, my credit rating score has dropped significantly by 80 points. My Sears Department Store Credit Account XXXX was prematurely closed and my bank account that I use solely for this purpose of paying this credit card was Overdrafted for the very first time in 6 years. In short, since being established. NOT FORGETTING TO MENTION, The Sears Citibank Call Center Representatives telling me, XXXX XXXX you did not have any money in the bank on the date XX/XX/2018 that this payment was to be drafted, playing on my intelligence, and intellect. 
Adding insult to injury, I am in the process of purchasing a family home with the assistance of the military. I need my Credit Score Rating Restored as well, also for employment as a Freelance Public Trusted Federal Government Accountant Consultant.

What is insignificant to you, is important to me. Reason being, I do not want this eventful situation to happen ever again, to myself, or to anyone else entrusted to Sears and Citibank as a loyal customer.

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