Consumer complaint received 2018-01-31
Company: CITIBANK, N.A.
State: LA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/XXXX Due to a previous fraudulent purchase from XX/XX/XXXX from a pharmaceutical company in Georgia, I called Citibank on XX/XX/XXXX to inquire about suspicious activity and to ensure my account ( s ) were safeguarded against fraud and deception. During the conversation, the representative stated that as he reviewed my account and payment history, he noticed that I paid off balances way before the due date and that I had a {$640.00} balance on my account. Upon receiving this information, I was alarmed, as I have always paid off balances before the due date to ensure no additional charges ( and penalties ) would be accrued on the account. Upon receiving the aforementioned information, I told the representative that I had sent a check in the amount of {$640.00}. He then told me that the check had not been received and that I was in danger of the account being late because the payment was due the next day. After receiving the information provided by the representative, I offered to pay off the balance by using my check card from my personal checking account. Upon providing the funds to satisfy the balance ( {$640.00} ), the representative from Citibank assured me that my account was at XXXX ( XXXX ) balance. 

When I viewed my checking account transactions the next day, I noticed that not only was the {$640.00} check card payment taken from my account, but an additional {$640.00} ( check payment ) was taken as well. Citibank had received the check I sent and both ( check card payment and check ) were taken from my account, totaling XXXX. When I called Citibank to inquire as to why I was told during my previous call that they had not received the check payment, the representative apologized and offered a refund ( {$640.00} ) of the additional funds taken from my checking account. 

Three days later ( XX/XX/XXXX ), I received another statement for {$580.00}. As always, I immediately paid the full amount. As I carefully reviewed the statement for a second time, I noticed that the fraudulent pharmaceutical charge in the amount of {$79.00} that was supposedly had been rectified months ago by Citibank appeared again on the statement, which prompted me to contact Citibank again ( at which time, I began to become suspicious of Citibank practices ). When calling Citibank, an automated service indicated that there was a balance due. Please note as mentioned above, I NEVER leave balances on my account. I always paid in full. There was never a revolving balance. After hearing the automated service, I waited to speak with a representative regarding my account. The representative told me that there was a balance of approximately {$1200.00} on my account due to requesting a refund. I was shocked! I explained to the representative that the refund was due to overpayment. She then stated that I had charges and that I owed Citibank {$1200.00}. Immediately after speaking with the representative, I asked to speak with the accounting supervisor. XXXX ( the accounting supervisor ) explained to me that since I requested a refund due to overpayment, I owed Citibank {$1.00}, XXXX. By this time, I was emotionally exhausted after explaining to XXXX ( and the previous representatives ) that it was within my right to request {$640.00} of the funds back into my checking account due to overpayment ( check and check card ). XXXX became frustrated with me and used condescending analogies to defend Citibanks reasons for the charges ; at which time, I requested to close my account due to being treated extremely poorly and unfairly. XXXX then stated that I would not receive my XXXX rewards if I closed my account. By this time, I was emotionally drained and was overcome by anxiety. I then contacted the executive office of Citibank and spoke with XXXX. XXXX stated that she will comb through the account and call me back after she investigate the charges. 

I am disappointed and shocked that Citibank would treat customers with no regards. I was a customer who had a perfect credit history with Citibank. I always paid off balances before the due date and was never late on a payment. I respected my relationship with Citibank and showed my appreciation by ensuring all accounts were paid-off in full each month. I am saddened that I was not respected and regarded as a valued consumer. I received poor customer service rooted in deceitful, malicious and add-on practices. My experience was emotionally debilitating and unfair. I am requesting a third-party thorough investigation along with a response and apology.

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