Consumer complaint received 2018-01-02
Company: CITIBANK, N.A.
State: OR
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:
I received an email regarding two payments received by CITI. At the time I was expecting and received record of my {$300.00} payment made, received, and cleared. I was then latter informed once during email of a 3rd party {$500.00} payment made to my account. I immediately informed CITI about this. I requested an investigation. Numerous managers at CITI informed me that BOTH the XXXX and the XXXX were legit according to the investigation. 

On or about XX/XX/XXXX CITI falsified documentation on my online statements by placing a Payment Correction of {$500.00}, and at that very time was opposite of what numerous members of their alleged management team informed me upon my own asking ( that the credits, both were legit credits ). 

Just finding out more info today that the {$500.00} in actuality was an error on CITI 's part as they informed me that ( the scenario was another client had made a {$500.00} payment to their account and the payment inadvertently got placed on mine. 

Banks make Errors, Customer make errors. In this case ( 2 ) people at known were impacted ; myself, and the other alleged client based on the information received today XX/XX/XXXX upon my own calling and research. 

CITI recognized that 3rd party payments are a real thing and do happen. I will admit I have made payments to my mothers credit card, and siblings. We all do it, and you probably have done for a family member as well. The fact is I was TOLD verbally by CITI managers on numerous calls that the ( 2 )  credits were legit. At the time there was an over {$400.00} ( CREDIT showing on my account ) because I tend to keep my credit card balances LOW. 

CITI negatively impacted my financial credit score 's utilization which negatively impacts my overall credit score. 

I have a pristine history of paying ontime, and IN FULL as a matter of fact. I deserve even lower APR but that will come soon enough as I manage things very very well. 

CITI pushed my hand with this issue. They initiated the ERROR in the first place. They lied to me the consumer about the facts of the investigation and the result, and never at anytime did CITI notify except with one email that I will share. They have my contact info phone, mail address, email address, secure messaging on their website, but at NO TIME did anyone from CITI contact, or do their job.

They negatively impacted my health as my landlord recently passed, my transmission is failing on my car this days after having to buy new tires for my car. I am XXXX XXXX XXXX XXXX. You think it is ok for you to just perform financial actions without my legal permission and you think it is ok for you to FAIL to NOTIFY ME? 

Thats not ok. 
This is NOT ok. 
Citi admittedly made an ERROR, and they 're making me pay UNFAIRLY for it. All the time negatively impacting my credit score -- all which I am working on a financial matter that required good behavior on my credit score but CITI is screwing that up, and yet I repeat without notifying the customer. I seriously have no else but to say, XXXX is wrong with CITI. How can they legally falsify/change/redact statements? How can they perform an action which their Fraud department maybe should have followed up with me, or atleast someone but NO ONE DID. 

All this negatively impacted my birthday XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. This WAS UNFAIR! Put yourself in MY SHOES and you 'll maybe feel the heat coming off of me as to how grossly I am being treated in this mistake that CITI made. Shame on CITI, SHAME on CITI!

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 monetary relief