Consumer complaint received 2019-06-26
Company: CITIBANK, N.A.
State: IL
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:
To whom it may concern, I am a current credit card customer with Citigroup Finance LLC, AKA Citi Credit Cards or Citi Bank. 

On XX/XX/XXXX, I used my Online Banking to update my new payment method and I add to that purposes my Checkings Account from XXXX XXXX XXXX. 

For that process, I used Online Banking https : //online.citi.com and I used the option to Link Your Bank Account and then I proceed to verify my credentials and then Complete. 

After a few days, my account appears as an unverified and then after a few days turns from unverified to Inactive. 

On XX/XX/XXXX, I called to the customer service phone XXXX XXXX XXXX XXXX and after speaking with different departments and different customer service agents they confirm to myself is nothing wrong with my Citi credit card account, payment method or credit balance and I should be using my credit card account with any problem. 

On XX/XX/XXXX, I checked my account information using again https : //online.citi.com and after review processed transactions I see between six or seven charges into my credit card balance and as a description shows fees for returned payments. 

On XX/XX/XXXX, I called again to the customer service phone XXXX XXXX XXXX XXXX and Mr. XXXX with employed number XXXX ( agent provides the employed information and his name ). After speaking with Mr. XXXX around an hour, he mentioned that those fees are correct and I must pay it as soon as possible. He argues that the account I provide when I did the process to add a new payment method is incorrect and it is my fault as a customer. I do not use any other method to make that process and I use the tools Online Services from Citi provide. 

In my statement, I review the transactions from my XXXX XXXX XXXX Checkings Account, and I can see one transaction from XXXX of XX/XX/XXXX for {$20.00} USD. I can confirm Citi Card Online makes that withdrawal transaction. 

In addition, Customer Service confirms that Citi Group makes that withdrawal transaction. 

What is on dispute : - Is known that they already process one withdrawal transaction and that confirms my XXXX Checkings Account is legit. 

- Citi Group still charged me with those fees transactions for returned payments and they don't want to give me a real reason of why this is happening, or any solution to that. They argue that I need to continue regularly paying my credit card and any fees on my statement because what I agreed on my terms and conditions contract. 

- In addition, Customer Service confirms those returned payments are cause for a problem regarding routing number information. How they process the payment on XX/XX/XXXX, if the information is incorrect? Customer Service confirms that the account I provided is incorrect and they did not process any payment and they can not process further payments. How they justify those charges? Citi is in a total contradiction of what they are doing and the reasons they give to me do not make sense if we review statements. 

- How many customers have the same issues? This is something to worry about, is not fair these companies make a profit with unfair charges. People do not have the same access as I do try to find fair solutions. 

- As a customer, I make the calls trying to stop and solve everything before this happens. Why if I act with responsibility as a customer I have to pay unfair fees? 

I am looking forward to still being a customer with Citi, they provide amazing services and I know this dispute is going to be solved fairly. 

Thanks, XXXX XXXX XXXX

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