Consumer complaint received 2018-09-10
Company: CITIBANK, N.A.
State: CA
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:
On XX/XX/18, I submitted to the CFPB, and the CFPB forwarded to Citibank, complaint number XXXX. 

Today, on XX/XX/18, I received Citibank 's response, which was fundamentally and wholly deceptive and deficient. Thus, the issue remains unresolved as follows ( references to " COMPANY CLAIMS '' are to its XX/XX/18 CFPB response ) : ( a ) COMPANY CLAIMS : A letter was sent to the customer regretting his experience when he called and spoke with customer service regarding this issue. MY REBUTTAL : I have received no such letter. Further, given the certainty with which the company references its purported letter in its response, it is suspect that the company somehow fails to specify when and via what method its purported letter was sent to me. 

( b ) COMPANY CLAIMS : The letter advised that since the account was over the credit limit he received the ATM error and could not make the payment at the ATM. MY REBUTTAL : As I already stated in my complaint, I did not exceed my limit ; Citibank exceeded my limit when it assessed its end-of-billing-cycle interest fee. As I further already stated in my complaint, this exact scenario of Citibank exceeding my limit with its monthly interest fee has been happening on the account for the life the card but has never prevented my making cash payment at an ATM. As I further already stated in my complaint, I was able to make payment at the same ATM on my other Citibank credit card despite the fact that it too was over the limit due to the same exact reason. As I further stated in my complaint, if the issue was that I was over my limit, then the resolution would be my making payment, which is exactly what I was trying to do when Citibank refused to honor my valid credit card for the sole purpose of making that payment per its own explicitly stated policy and as I had done hundreds of times prior. Citibank is especially disingenuous and suspect on this issue as it fails to specify in its response an alternative method of making my cash payment. 

( c ) CITIBANK CLAIMS : He was informed that he has XXXX ThankYou points, which will expire on XX/XX/18 and he would need to redeem them before they expire. MY REBUTTAL : Besides not having received the letter Citibank ambiguously claims it sent to me, there is no way for me to redeem my earned ThankYou points given that the account is closed, which is why I asked that their cash value be included in Citibanks resolution to me in the first place. Citibank is again disingenuous and suspect on this issue as it fails to specify in its response an alternative method for redeeming my earned ThankYou points.

( d ) CITIBANK CLAIMS : His request for debt forgiveness was denied and the balances on the accounts are valid and were reinforced as owing. MY REBUTTAL : Given that Citibank failed four times to honor my valid credit card at two of its own branch ATMs for the sole purpose of making cash payment per its own explicit policy and as I had done hundreds of times under the same conditions, it is in fact the case that CITIBANK BREACHED ITS CONTRACT WITH ME FOUR TIMES. THUS, I DENY AND DISPUTE THE ALLEGED DEBT IN ITS ENTIRETY. Given these grounds, which I will invoke in any future proceeding, Citibank will remit this matter immediately, mark/close its files accordingly, and rescind as necessary any related adverse information placed with the national consumer reporting agencies.

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