Consumer complaint received 2020-04-24
Company: CITIBANK, N.A.
State: CA
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:
Dear Madam or Sir, I am writing you regarding two issue I am having with Citibanks Secure Master Card division, which in all honestly seem like a completely different company when compared to Citibanks private banking branches. I say this because of the lack of professionalism and lack of genuine good customer service and negligence I have had to endure. 

My secured credit card was abruptly and without any notification to me, closed last XXXX of 2019. Citibank then ceased the {$500.00} security savings deposit I had transferred to them in order to open this account. After ceasing this deposit and applying this deposit to my balance the amount I owed was {$100.00}. 

After contacting Citibank secured card they informed me that the account was closed because of a returned electronic check payment. I informed them that I had spoken to someone at Citibank secured card about the returned check because it was sent in before the due date and when I had authorized it to be charged and although the representative at Citi had promised me that the electronic check would not be run, or presented to my bank again, Citibank attempted to run this electronic check 2 more times causing me to occur {$95.00} in overdraft fees from my bank. When they closed my account I was waiting for Citibank to resolve this issue and asking them to reimburse me for the fees I had occurred from my bank. Instead of a supervisor ever calling me back as I was promised and resolving this issue, they closed my account and ceased my deposit without any notice and without attempting to reimburse my fees as I had been told they would possibly do because of what they had did. 

After contacting them a number of times afterwards and no one called me back I decided today to file this complaint because after speaking to someone by the name of XXXX in their recovery department, he told me the balance owed was now {$260.00}. I asked him how could that be possible because I had been trying to get this issue resolved and a supervisor was suppose to have called me back and also because they could not add late fees and other fees on a closed account. He told me they were added because basically I was just stopped from using my card, or rather restrictions put on my card. I told him that was not true and they told me my account was closed in XXXX and also because they told me they had took my deposit and gave me the balance of {$100.00} over the phone and sent me an email with the balance, so I know it was closed in XXXX. He then didnt say anything, but seemed like he was at a lost for words. I then asked to speak to a supervisor, but he told me that he was on another call and would not be able to call me back. I then asked for my account number so I could include it in this complaint, but he told me he did not have any access to it which completely sounded ridiculous because he was in the recovery department and he had just looked up my account information. 

I am seeking your assistance with these issues as this has affected my credit and I feel now that they are trying to take advantage of me, especially with the situation in this country now and myself being on leave because of the covid crises. My major concerns are not only the fees, but also because of my account being closed, which I feel was done unjustly. Your attention to this would be greatly appreciated. 

Please note that the rep at Citibank Secured Card would not give me my account number after I had told him I was filing a complaint with your office. He told me as I mention that he did not have access to the account, but only the last four numbers which are XXXX. I will try to put my social security number in the section that asks for account number. 

Thank You, 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