Consumer complaint received 2017-09-15
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I had two credit card with Citibank. One ended in XXXX and the other ended in XXXX. In XX/XX/XXXX I mistakenly paid money onto XXXX that should have gone on XXXX. I received a phone call late at night from a Citibank employee with a thick accent telling me I was late in a payment. The phone call got disconnected. That person made no attempt to call me back. I had to call Citibank late at night when I had to get up at XXXX XXXX to be at work by XXXX. I am XXXX XXXX XXXX!!!! I was on the phone for hours trying to get someone to just move the money onto the correct card. I finally got someone and they assured me that they would do it. 

The next day I called to see if it had been done. No! I called Citibank repeatedly to confirm that people were doing what they said they would do. 

It has been A MESS!!!!!!! No one follows through at Citibank! 

I finally closed the card ending in XXXX. You must pay it to a {$0.00} balance, which I did. I also pointed out that per my XXXX online banking account that I no longer saw XXXX but that the card now ended in XXXX. I was told by a Citibank supervisor that I was wrong. Citibank could not change a card number. XXXX XXXX had to have done something wrong and to call them. Etc. I CLOSED THE ACCOUNT ENDING IN XXXX OR XXXX HOWEVER YOU LOOK AT IT WITH A {$0.00} BALANCE. 

Because no one ever moved the money over that should have been moved per numerous phone calls starting in XX/XX/XXXX someone at Citibank said I owed {$800.00}. It was still supposed to be put on my card ending XXXX so an entry level Citibank employee gave me a 12 month promo. I began to make payments even though the initial statement was inflated. Then the next statement was a negative number. The next statement I owed money. A continued to make payments not really being sure if the amount was accurate. I was still getting up at XXXX XXXX to be at work by XXXX XXXX. When the statement again was a negative number, I JUST CLOSED XXXX TO GET OFF THE ROLLER COASTER AND NOT MAKE ANY MORE PAYMENTS WHEN I KNEW THE COMPUTER SYSTEM WITH CITIBANK IS A MESS. I felt somehow somewhere we were even and I could be done with Citibank. 

BUT NO!!!!! XX/XX/XXXX I GET AN EMAIL REGARDING ACCOUNT ENDING XXXX ( WHICH I WAS TOLD COULD NOT EXIST ... BUT NOW IT DOES!!!!! ) AND IT HAS {$1600.00} ON IT. THIS IS CRAZY. HOW DOES AN ACCOUNT CHANGE NUMBERS WITHOUT MY AUTHORIZATION??? AND IT HAS {$1600.00} IN IT THAT I AM TOLD I OWE. 

I talked with XXXX XXXX XXXX yesterday. She is upholding that Citibank could not have done anything wrong in an account ending in XXXX suddenly becoming XXXX. She insists I owe the money on it. But XXXX has been closed!!!!! 

She is going to get back to me in two weeks. However I have called her three times today requesting all computer print outs involving XXXX ( XXXX??? ) and XXXX. I have not heard back from her today confirming she will send me the information I am requesting. 

How can I trust anyone in Citibank????

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