Consumer complaint received 2020-07-29
Company: CITIBANK, N.A.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX of 2020, I went into the Citi app, selected my auto-payment, clicked on Edit/Skip Autopayment and manually entered an amount of {$2000.00} which I wanted to pay, instead of the full balance which my auto-payment normally pays. 

That evening, Citi sent two payments through to my credit union. The XXXX payment I actually made, and instead of " change/skip '' ing my auto-payment, the auto-payment went through as usual, paying the total remaining balance ( which was now {$450.00}. 

It's important to note that the auto-payment REALIZED that I made the XXXX first, because it had updated the full amount due. Relevance for that will be clear in a moment. 

My bank processed the XXXX payment first, then returned the XXXX payment for NSF ( as expected ). When I realized what happened, I called Citi and explained the situation, explaining that THEIR SYSTEMS had caused two payments to go through when the auto-payment processed after a replacement payment had been made. This was on XX/XX/XXXX. The CSR agreed with me at least to the extent that they were sympathetic and refunded the NSF charge. After getting off the phone I logged into the app and made an additional payment of {$1500.00} to get the total payment back up to what I had originally intended to pay. 

Because the initial auto-payment was made on the due date of XXXX with a minimum payment due of {$25.00}, the payment was never late and was well over the minimum due amount. The additional {$1500.00} was made 6 days later when I realized what had happened. 

On XX/XX/XXXX I received an email from Citi saying that a replacement payment needed to be made for the returned payment of {$2000.00}. At this point I'd already called Citi several times and explained what happened. I had {$0.00} due on the account, and had already made 2 " replacement '' payments for the current billing cycle, so I ignored it and didn't make a replacement of {$2000.00} for obvious reasons. 

Only XX/XX/XXXX, Citi closed my account. I will summarize now by saying that I've used chat and phone calls to Citi to find out what's going on. It took a couple of days, but I was finally able to confirm that a letter had gone out ( on the XXXX ) but while the information wasn't available immediately, after a day or two the CSRs were able to confirm that the reason it was closed was indeed " one or more returned payments in the past 6 months '' ( this is the only one ). I have spoken to nearing a dozen people at Citi trying to get any sort of resolution, and the best I've gotten is that a manager has " submitted it to a department with no phone number '' for review, with the notes indicating that there was no balance, and that the returned payment was in fact replaced and that in fact the issue was a technical problem on their end in the first place. 

I've heard nothing. I finally received the letter on XX/XX/XXXX with a number to call. I have called that number several times and just receive a message that " This department is closed, call back during normal business hours. '' I've called at XXXX XXXX, XXXX XXXX, XXXX XXXX   and XXXX XXXX  CST and get the same message every time ( on a Wednesday ). Googling the number tells me it's the CREW department, but there's nothing official on any Citi website telling me what their hours are supposed to be.

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