Consumer complaint received 2018-06-26
Company: CITIBANK, N.A.
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Called before 8am or after 9pm

Complaint:
I previously authorized XXXX to withdraw a payment for account from my Checking account. Instead the company attempted to withdraw the Money from my Savings. They were previously informed that the account numbers for my checking account and my savings account were the same so they had to be sure to withdraw from my checking account rather than my Savings. Thereafter, several attempts were made to withdraw funds from my savings account. The first attempt there were insufficient funds in the account. Rather than send an email or call XXXX 's proceeded to make multiple attempts to withdraw the funds resulting in over {$88.00} in fees with my bank. Had the company attempted to withdraw the money from my Checking account only one attempt would have been necessary for them to receive payment.

On Friday XX/XX/2018 I reached out to XXXX 's to attempt to rectify the situation. I stated that I was currently working in Washington D.C for a legal clerkship and would be willing to make a payment. However, I requested that XXXX 's refund the excess fees that I inquired to my account as a result of the unauthorized multiple attempt that they made to withdraw money from my savings account. I was forwarded to a supervisor that stated she would call me back on Saturday. I missed the call on Saturday but no contact information was left for the manager so that I could follow up. 


On Monday XX/XX/2018 I received multiple calls from XXXX 's while I was at work which disrupted my work day. The calls were XXXX 's attempt to collect the debt which was discussed on XX/XX/2018. An additional call was made to me by XXXX at XXXX while I was sleeping. I informed the representative on the phone that it was currently XXXX in my current time zone and they were not allowed to call at that time. The agent insisted that XXXX XXXX was allowed to call until XXXX. I stated that they were not allowed to call that late and informed the representative that I was hanging up because I was trying to sleep. However, having my sleep disrupted I decided to call XXXX 's back and informed the new customer representative about what transpired he informed me that the call was made through an automated dialer and that XXXX 's could not control the Dialer. 

I informed the agent that regardless of whether the call was made using an automated dialer it was placed after XXXX and one of the companies agents ( whom was a live person ) asserted that they were allowed to call until XXXX. I asked to speak with a supervisor. The agent did not want to transfer the call and insisted on reiterating what he'd already said. Upon my insistence I finally transferred to a supervisor and I informed the supervisor that the call being placed after XXXX was a violation of the Federal Consumer Credit Protection Act and that I would be lodging formal complaints and would possibly pursue legal action. 

Phone records can be provided upon request.

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