Consumer complaint received 2019-01-08
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I am writing this to file a compliant against Citi Cards regarding my Master credit card ( card number ending at XXXX ). 

This account was opened recently and I made my first purchases on XX/XX/18 and XX/XX/18. Citi then sent me the XX/XX/2018 bill statement ( my very first bill ). The due date was XX/XX/18. The total outstanding balance was {$760.00} and the minimum payment was {$25.00}. I then setup Citi as a payee through my XXXX XXXX Checking account and sent the payment before the due date ( with an amount equal to {$200.00} ). Unfortunately, XXXX XXXX notified me that the payment was rejected and that they are going to credit the amount back to my checking account. 

On XX/XX/XXXX, I called Citi to ask why they rejected the payment. The representative advised me that Citi didnt receive any payment ( dont see any transaction ) and suggested to contact XXXX XXXX. I called XXXX XXXX for the reason as to why the payment didnt go through. XXXX XXXX stated that they sent to the correct payee ( address ) but they could not tell ( didnt know ) the reason why Citi rejected the payment. XXXX, then, suggested to go back to Citi again and ask the reason. 

On XX/XX/XXXX, I called Citi again and explained what XXXX stated and asked the representative to tell me the exact reason why they rejected the payment. Instead of trying to find the reason, the representative suggested to make a payment over the phone or to sign on Citi online and make the payment directly on Citis website. I insisted that this is not my first time setting-up a payee through my checking account and sending payments. I told him that I have been doing this for several years and several accountspayees. I told him that I prefer to manage my bills from one place and my comfortable site. The representative was not happy with my response and hung up. 

I called back in only a few minutes and got connected with another representative. I explained the situation and also the incident that took place few minutes ago. He then tried to take a look at the account and advised me that the referenced account ( which was active just few minutes ago ) is closed. I asked him when and why it was closed. The representative stated that the account was closed the same day ( XX/XX/XXXX ) and also told me that someone called the same day and let Citi know that the primary card holder is deceased.

The account was active just few minutes ago, no one can call regarding this account on my behalf and more surprisingly, I am very well alive. I was shocked, frustrated, and confused. I found my self helpless. I didnt know who to go to. I then asked him to do me a big favor - to let me talk to a manager. He found a manager and I explained the story to the manager one more time, told her what the previous representative did to me and also what the later representative found out. The manager understood the depth of the issue and stated that Citi will investigate the situation and find out who closed the account and notated that the primary card holder is deceased. I then asked her to put a No Late Charge Stop until they investigate the situation and she promised that she will put a stop on the account indefinitely. 

After about a week ( on XX/XX/18 ) I called Citi again and requested if I can talk to a manager regarding the status of their investigation. Instead of apologizing for their practice and express sympathy for what I have been going through, the manager told me that a late charge has been assessed, the account is delinquent, closed and sent to a collection agency. I asked him how can they assess a late charge while the previous manager promised to put a No Late Charge Stop. This manager stated that they dont put a stop and the only option I have is to follow-up with collection agency. I asked him to explain why they rejected the payment in the first place. He stated that it is not because they rejected it, but because they never received the payment and asked me where XXXX XXXX sent the payment. I told him That XXXX XXXX sent the payment to the correct address which is CITI Cards XXXX XXXX XXXX XXXX, KY XXXX-XXXX He stated that this address is incorrect. He said the four digit zip code extension is XXXX not XXXX. I insisted that what they have on the actual printed billing statement is XXXX and that is where XXXX XXXX sent the payment to. He, with no sympathy, told me that the address is incorrect and he refused to hear anything about what they printed on the paper statement. 

I also asked him if he can explain to me why Citi closed the account and he stated that Citi decided to close the account because it was not in a good stand. I told him that I never had any balance on this account, never been behind on payments, and I even sent the very first payment with an amount equal to eight times the minimum required payment ( almost half of the outstanding balance ) and I insisted the reason he is telling me doesnt make any sense. He simply, with no sympathy, told me that the account is closed and sent to a collection agency. 

Indirectly, what this manager told me is that they ( Citi ) can do anything they wanted as their customersconsumers have no power to stop them. I was, and continue to be, treated unfairly and what Citi is doing is illegal business practice. Citi must respect their customers rights and serve everyone equally. 

I went above and beyond to fulfill my responsibilities and demonstrated how loyal I am to my Credit Card provider. However, because of Citis illegal business practice, I havent been able to make my very first payment. I hope the issue will be resolved very soon and I resume my payments.

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 non-monetary relief