Consumer complaint received 2019-09-30
Company: CITIBANK, N.A.
State: NV
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:
Email sent to : XXXX consumer complaints XXXX My name is XXXX XXXX and I am a Citi Secured MC account holders ending XXXX. My complaint I believe should be looked at and evaluated carefully because of mistakes and errors made on part of not only your representatives but also your application/or system as your own representatives like to blame but not explain. My account was opened ending XXXX early XX/XX/2019 and only a short few months and Ive had nothing but bad experiences with your bank, please note I am a consumer who is well aware of my rights and will also be forwarding a copy of this letter to the XXXX, FTC, Federal Reserve, Consumer Protection Financial Bureau and any other entity that will assist me in understanding your banks right to close my account. I believe I have more than enough evidence to provide upon outcome of this inquiry for me to get answeres straight out and not by your rude, representatives I have ever come across with any company. 

First off, let me begin within less than a month after my checking account had already been verified I was having issues where I made a payment to pay balance in full and payment was held almost 20 days until the credit reflected as available credit on my account, granted I understand your bank takes these precautions against fraud but remember this account was a SECURED account that I had already left a secured deposit in the amount of {$400.00} which was also my credit limit. Upon becoming a little irate as to why this payment was going to take so long to reflect on my master card account I did mention after calling customer service line closing this account but when I was told it would take 90 days ( 3months )  before I would get any of my deposit back I had to question the representatives knowledge of the secured MasterCard and asked to speak to her supervisor, I was put on hold for over 45 minutes and then what do you know the call automatically disconnected or as the term goes call dropped the next day after receiving notification via text, email, and credit bureau alerts come to find that agent had closed my account with out my authorization. 

I had to then contact a supervisor who then informed me I had to wait 7-10 business days for an investigation to see if I could have this account re opened well after about 2 weeks and no call, or correspondence from CitiBank I checked the app online and what do you know the account a day before had been reopened which should have cause I never requested it to be closed. 

After this closure took place Ive had already been more unpleasant experience with your bank, autopay was setup but account number your bank had was incorrect and when attempting to pull the payment it was being kicked back. Now although not my fault and have correspondence from my bank backing this explanation up ... I would take the initiative to not only call your bank asap but I would make the payment via my debit card and would beg the representative to make proper notation on the account about why the payments was being kicked back. After I needed up making a changes to my banking account, your bank has to date continually attempted to not only has deducted one payment, but has made several attempts to deduct amounts on a closed account that I have notified your bank of, deleting that information from CitiBank, and even calling your line management team and requested to revoke authorization, to date still has several attempts. Also the rude reps you have in your line management team have an explanation of closure of my account due to return payments that not only are inaccurate, but also return items after I notified your bank and requested to revoke authorization, the attempted deduction after these request are being counted as returned items. Also there are 3 items being counted as returned that were actually paid on time, and a couple that were actually cancelled ( same day ) never credited to my account also being counted as returned items. I have kept all correspondence from your bank that included any alerts, email, confirmation emails, to include confirmation of payments I initiated off the app, payments posted out of my checking account, payments cancelled before, same day, never deducted from my checking account not credited to my CitiBank account. Email confirmation cancellation of autopay with last four of checking account being cancelled, the date of app activity, and original request date I am only asking my account be looked at be an expert with your bank and given a fair explanation as to why the account was closed, or why the account should be open. Im not asking for any special treatment, but if your bank has not followed proper banking laws pertaining the the Citi Bank secured MasterCard the an apology should be in order. This is my last attempt of reaching out to upper management for answered and clarification that my account should have been closed, like it been closed before with no authorization or reason Im only making sure your institution is following all banking by laws, policies, procedures, etc just like me as a consumer has to follow all of yours and to my knowledge had followed and can not understand closure. 

I will state I will give your bank a couple of days for a decent response to this email as a last attempt to understand the closure of my Citi Bank Secured MasterCard account ending XXXX before I proceed in reaching out to the XXXX, CPFB, FTC, FRB, FDIC, etc. 

I appreciate your time, XXXX XXXX XXXX XXXX # XXXX Sent from XXXX XXXX  for 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