Consumer complaint received 2021-07-17
Company: CITIBANK, N.A.
State: NY
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:
Hello, On XX/XX/2021 I went to make a payment on my Citi bank account. While I intended to make the minimum payment, I made an error and clicked on pay the balance in full, which was over {$2000.00}. When I realized this, I called Citi. The women I spoke with advised me that the payment was already processing and that Citi couldn't stop it. She recommended I put a stop payment on from my bank, which I did do. I assumed the problem was fixed. Again, I fully acknowledge, this was my error. 

Citi then tried to charge my account a second time. When I called them back, they told me that the payment would try to process 3 times, which I was NOT told the first time I called. I was told there was nothing they could do and I just had to wait for the process to finish before anything, including making a correct payment could be done. Again, I had my bank stop those payments. 

I understand submitting the payment three times is allowed under regulation. I understand, under regulation, Citi had every right to do this, but it's a bit mind-blowing that they have no control over their own systems to stop this. Or, perhaps, they just weren't willing. 

Finally, the website updated and said I owed a minimum payment of {$29.00} by XX/XX/2021. This was less than the original minimum payment of {$61.00} originally due, but this is what I was told to wait for. I paid that amount on XX/XX/2021. 

Now just today, I get an email saying my account is TWO payments past due and I owe over {$200.00}. 

I used their live chat to question this. I was told that the payment of {$29.00} was not enough and that this was because the statement went out before the payment returned XXXX I've attached a screen shot of this explanation ). Yet, Citi 's customer service told me prior I couldn't do anything until they tried to process the payment 3 times. 

How was I supposed to know this? How was I supposed to know that the amount Citi Bank was asking for " was not enough? '' I paid what my account, on their own website told me to pay. 

I am also told on the chat today that my account is 39 days past due. I strongly, strongly dispute this. Citi 's website was wrong, yet I paid what it told me to pay. A payment was made. 

I asked if this had been reported to the credit bureaus and I did not get a straight answer. I was told it could be reported at 30 days. I still have no idea if it was reported. 

There was no resolution offered to me. Citi 's customer service through this has been completely unhelpful. 

How can Citi put something on their website and then just decide it was wrong? Conveniently, they are making a late fee off it. 

While I again acknowledge the initial error was entirely mine, now I can't help but feel that Citi 's systems are set up to take advantage of the customer. 

This is unacceptable.

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