Consumer complaint received 2019-02-21
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/XXXX, Citi erroneously charged me {$5900.00} when my actual bill was {$3400.00} ( they charged my current balance rather than my statement balance ). I normally pay through AutoPay, but because the bill was erroneously high, there were not sufficient funds to cover the payment. So, I called Citi on XX/XX/XXXX and spoke with XXXX XXXX, who explained that there had been a glitch in the system and I had been charged my current balance rather than my statement balance. She refunded the returned check fee and I paid the actual amount, {$3400.00}, over the phone with her. For some reason, the option to pay this amount did not show up online. The {$3400.00} payment cleared on XX/XX/XXXX. 

However, the {$5900.00} charge continued to show up as unpaid. On XX/XX/XXXX, I called Citi and spoke to XXXX, who explained that my account had originally been credited {$5900.00} on XX/XX/XXXX, and once the payment was returned, the credit was returned as well. Even though I had paid {$3400.00}, I was still being held responsible for the original ( erroneous! ) amount of {$5900.00}. XXXX said Citi could not modify that charge, and the only option was to pay the {$5900.00} ( instead of the correct amount, the {$5900.00} erroneous charge minus the {$3400.00} I paid over the phone, which is {$2400.00} ) and the overpayment would show up as a credit on my account. I was not satisfied with this option and asked to speak with a supervisor. XXXX said one would call me on XX/XX/XXXX. 

I never received a call. On XX/XX/XXXX, I called Citi several times and asked to speak with a supervisor. Both XXXX and XXXX hung up on me. Over Citi 's chat service, I asked XXXX to speak with a supervisor, but she was unable to take my request. She offered to file a complaint on my behalf, but was unable to provide me a copy of the complaint. XXXX and I had the following exchange : Info at XXXX, XX/XX/XXXX : Welcome A Citi representative will help you in approximately 17 minutes 27 seconds. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 10 minutes and 3 seconds. Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 7 minutes and 46 seconds.  Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 5 minutes and 51 seconds. Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 2 minutes and 10 seconds. Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : Within this chat window, do not share such information as your security word or expiration date. To help safeguard your account, we may send you a secure, electronic form you can use for sensitive information. 
This chat may be recorded or monitored. 

You are now chatting with XXXX. 
XXXX at XXXX, XX/XX/XXXX : Welcome to Citi Live Chat. We appreciate the opportunity to serve you. Can you allow me a moment while I review your request? 
You at XXXX, XX/XX/XXXX : Sure XXXX at XXXX, XX/XX/XXXX : Hello XXXX. Unfortunately we are unable to connect you with a supervisor via CHAT. You will need to call in to speak with one. I am terribly sorry you were hung up on. 
You at XXXX, XX/XX/XXXX : I spoke to a CS rep last week and was expecting a call from a supervisor on XX/XX/XXXX. I never got one. I would like to request a call back from a supervisor. 
You at XXXX, XX/XX/XXXX : I've already spoken to XXXX, XXXX, and XXXX. 
XXXX at XXXX, XX/XX/XXXX : I was able to see that the call you made around XXXX you had hung up so you were not able to be transferred, the call you made after that got disconnected as well when he had connected you to a supervisor. 

Unfortunately since we are strictly CHAT we can not arrange callbacks. 
You at XXXX, XX/XX/XXXX : I did not hang up. 
You at XXXX, XX/XX/XXXX : Please add a note to my account. 
You at XXXX, XX/XX/XXXX : You can note my account, right? 
XXXX at XXXX, XX/XX/XXXX : Ye, I am able to note your account. 
XXXX at XXXX, XX/XX/XXXX : Would you like me to note about this conversation or something else? 
You at XXXX, XX/XX/XXXX : Please add a note saying that I have been hung up on twice today, by XXXX and XXXX. Please say that I would like to request a call back from a supervisor. 
You at XXXX, XX/XX/XXXX : I understand that you can not accommodate that request, but please add the note anyway. 
XXXX at XXXX, XX/XX/XXXX : I would be happy to file a complaint for you and note your account as well. That is okay. Thank you. 
You at XXXX, XX/XX/XXXX : Also, please note that when I spoke to XXXX, I was told a supervisor would be calling me on XX/XX/XXXX, and I never got that call. 
You at XXXX, XX/XX/XXXX : Please do file a complaint. 
You at XXXX, XX/XX/XXXX : Thank you. 
XXXX at XXXX, XX/XX/XXXX : Do you happen to know when you made that call to XXXX? 
You at XXXX, XX/XX/XXXX : I believe it was XX/XX/XXXX XXXX at XXXX, XX/XX/XXXX : Thank you. Iam currently filling out the complaint for you. 
You at XXXX, XX/XX/XXXX : Thank you. 
You at XXXX, XX/XX/XXXX : Can I get a copy of the complaint please? 
XXXX at XXXX, XX/XX/XXXX : Unfortunately not but it does note in your account whenever a complaint is filed as well. 
You at XXXX, XX/XX/XXXX : How will I have a record of it? 
XXXX at XXXX, XX/XX/XXXX : You will not, it is only on your account. 
You at XXXX, XX/XX/XXXX : I will need something for my own records. 
You at XXXX, XX/XX/XXXX : What if nothing happens and I never hear anything? How will I show the next person that I filed a complaint? 
You at XXXX, XX/XX/XXXX : I need something to document this sequence of events. 
XXXX at XXXX, XX/XX/XXXX : You are able to print this chat for your records but everything is documented in your notes on your account. We are able to view the complaints we have taken from you off of your account. 
You at XXXX, XX/XX/XXXX : Do I have to file through the CFPB? Seems unnecessary but I definitely need my own documentation. 
You at XXXX, XX/XX/XXXX : I don't see an option to print this chat. 
XXXX at XXXX, XX/XX/XXXX : There should be a drop down menu above the chat with options, one of the options is to print this chat. 
XXXX at XXXX, XX/XX/XXXX : You are more than welcome to file through CFPB as wel. 
You at XXXX, XX/XX/XXXX : I don't see a dropdown. You have been lovely but I simply must have my own records, and find it surprising and suspicious that I can not get a copy of my own complaint. Can you at least copy and paste the text of the complaint into the chat box so I have a record that way? 
XXXX at XXXX, XX/XX/XXXX : I completely understand, the information in the complaint is exactly what you told me, I just copied and pasted what you gave me and then I added that you were hung up twice on XX/XX/XXXX, and you had talked to a rep on XX/XX/XXXX about a call back from the supervisor on XX/XX/XXXX. 

If you are unable to print you can copy and paste this conversation as well onto a word document. However like i said this is all in the notes of your account so whoever you speak to next or contact next will be able to see all of this, including this conversation. 
You at XXXX, XX/XX/XXXX : I have no choice but to believe you. Thank you for understanding. I am filing a complaint through the Consumer Finance Protection Bureau, which I do not expect to help, but will at least give me some documentation. Please add a note that I would still like a call back from a supervisor. 
XXXX at XXXX, XX/XX/XXXX : That is perfectly okay and I completely understand. I will make sure to note your account as well. 
You at XXXX, XX/XX/XXXX : Can you tell me who I spoke with on XX/XX/XXXX? 
You at XXXX, XX/XX/XXXX : Who helped me make that payment over the phone? 
XXXX at XXXX, XX/XX/XXXX : I do want to make sure it is clear that even though I make note on the account that you would like a call back from the supervisor that this is not actually a request, since I am unable to do that via CHAT. 

Let me look into that for you. 
You at XXXX, XX/XX/XXXX : I understand. I just want the note to reflect that request. 
XXXX at XXXX, XX/XX/XXXX : Her name is XXXX. That is who you spoke to that took your payment on XX/XX/XXXX. 
XXXX at XXXX, XX/XX/XXXX : Okay, great! I have noted your account and took your complaint as well. 
You at XXXX, XX/XX/XXXX : Thank you. Can you see why she said I owed {$3400.00} and not {$5900.00}? 
You at XXXX, XX/XX/XXXX : She told me if I paid {$5900.00} I would be overpaying, and my account would be credited, but I never understood why that was the only option showing up online. 
XXXX at XXXX, XX/XX/XXXX : The payment made on XX/XX/XXXX was for the XX/XX/XXXX balance correct? 
You at XXXX, XX/XX/XXXX : No You at XXXX, XX/XX/XXXX : XX/XX/XXXX You at XXXX, XX/XX/XXXX : This is why I need help! 
XXXX at XXXX, XX/XX/XXXX : I am seeing 2 payments made to this account, both with those numbers but on different dates. 

I see on XX/XX/XXXX a payment of {$3400.00} was made. 

I also see on XX/XX/XXXX that a payment of {$5900.00} was attempted to be made but did not go through due to insufficient funds. 

I am unable to see the balance that was due at that time on XX/XX/XXXX but the updated balance I can see that was due on XX/XX/XXXX was {$6000.00} You at XXXX, XX/XX/XXXX : This is why I have so many questions. XXXX XXXX said I was erroneously charged {$5900.00} when my actual bill was {$3400.00} ( they charged my current balance rather than my statement balance ). I normally pay through AutoPay, but because the bill was  erroneously high, there were not sufficient funds to cover the payment. 
You at XXXX, XX/XX/XXXX : So, I paid the actual amount, {$3400.00}, over the phone. For some reason, this option did not show up online. 
You at XXXX, XX/XX/XXXX : But now I'm still being charged the {$5900.00}, because the payment was returned. It's not deducting the {$3400.00} I already paid over the phone with XXXX XXXX. 
You at XXXX, XX/XX/XXXX : So I don't know what to do XXXX at XXXX, XX/XX/XXXX : Thank you for this information. I do see where you had set up a payment to be made on XX/XX/XXXX for the {$5000.00} amount, on XX/XX/XXXX XXXX had informed you it was returned to insufficient funds so she took a payment of the correct amount of {$3000.00}. 

But due to the bounced check/payment, the payment of {$3000.00} was put on hold until XX/XX/XXXX. 
You at XXXX, XX/XX/XXXX : I see it posted to my account on XX/XX/XXXX You at XXXX, XX/XX/XXXX : At least that's what it looks like on my end XXXX at XXXX, XX/XX/XXXX : That is correct, it does show that on my end as well but I think that is how the system set it up since it bounced on XX/XX/XXXX. However on the account notes we are able to see a little more and it does give us some details of when it bounced and stuff like that. 
You at XXXX, XX/XX/XXXX : Regardless. It should be showing up by now. 
You at XXXX, XX/XX/XXXX : Why is my current balance still showing up as {$9200.00}? 
You at XXXX, XX/XX/XXXX : Online, it says my last statement balance has been satisfied You at XXXX, XX/XX/XXXX : But my current balance is {$9200.00} You at XXXX, XX/XX/XXXX : That makes no sense XXXX at XXXX, XX/XX/XXXX : Let me look over your account and double check this information for you. 
You at XXXX, XX/XX/XXXX : Thank you XXXXMinimize End conversation Info at XXXX, XX/XX/XXXX : Welcome A Citi representative will help you in approximately 17 minutes 27 seconds. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 10 minutes and 3 seconds.  Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 7 minutes and 46 seconds. Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 5 minutes and 51 seconds.  Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : All Citi representatives are currently helping other customers. Your estimated wait time is 2 minutes and 10 seconds. Thank you for your patience. 
Info at XXXX, XX/XX/XXXX : Within this chat window, do not share such information as your security word or expiration date. To help safeguard your account, we may send you a secure, electronic form you can use for sensitive information. 
This chat may be recorded or monitored. 

You are now chatting with XXXX. 
XXXX at XXXX, XX/XX/XXXX : Welcome to Citi Live Chat. We  appreciate the opportunity to serve you. Can you allow me a moment while I review your request? 
You at XXXX, XX/XX/XXXX : Sure XXXX at XXXX, XX/XX/XXXX : Hello XXXX. Unfortunately we are unable to connect you with a supervisor via CHAT. You will need to call in to speak with one. I am terribly sorry you were hung up on. 
You at XXXX, XX/XX/XXXX : I spoke to a CS rep last week and was expecting a call from a supervisor on XX/XX/XXXX. I never got one. I would like to request a call back from a supervisor. 
You at XXXX, XX/XX/XXXX : I've already spoken to XXXX, XXXX, and XXXX. 
XXXX at XXXX, XX/XX/XXXX : I was able to see that the call you made around XXXX you had hung up so you were not able to be transferred, the call you made after that got disconnected as well when he had connected you to a supervisor. 

Unfortunately since we are strictly CHAT we can not arrange callbacks. 
You at XXXX, XX/XX/XXXX : I did not hang up. 
You at XXXX, XX/XX/XXXX : Please add a note to my account. 
You at XXXX, XX/XX/XXXX : You can note my account, right? 
XXXX at XXXX, XX/XX/XXXX : Ye, I am able to note your account. 
XXXX at XXXX, XX/XX/XXXX : Would you like me to note about this conversation or something else? 
You at XXXX, XX/XX/XXXX : Please add a note saying that I have been hung up on twice today, by XXXX and XXXX. Please say that I would like to request a call back from a supervisor. 
You at XXXX, XX/XX/XXXX : I understand that you can not accommodate that request, but please add the note anyway. 
XXXX at XXXX, XX/XX/XXXX : I would be happy to file a complaint for you and note your account as well. That is okay. Thank you. 
You at XXXX, XX/XX/XXXX : Also, please note that when I spoke to XXXX, I was told a supervisor would be calling me on XX/XX/XXXX, and I never got that call. 
You at XXXX, XX/XX/XXXX : Please do file a complaint. 
You at XXXX, XX/XX/XXXX : Thank you. 
XXXX at XXXX, XX/XX/XXXX : Do you happen to know when you made that call to XXXX? 
You at XXXX, XX/XX/XXXX : I believe it was XX/XX/XXXX XXXX at XXXX, XX/XX/XXXX : Thank you. XXXX currently filling out the complaint for you. 
You at XXXX, XX/XX/XXXX : Thank you. 
You at XXXX, XX/XX/XXXX : Can I get a copy of the complaint please? 
XXXX at XXXX, XX/XX/XXXX : Unfortunately not but it does note in your account whenever a complaint is filed as well. 
You at XXXX, XX/XX/XXXX : How will I have a record of it? 
XXXX at XXXX, XX/XX/XXXX : You will not, it is only on your account. 
You at XXXX, XX/XX/XXXX : I will need something for my own records. 
You at XXXX, XX/XX/XXXX : What if nothing happens and I never hear anything? How will I show the next person that I filed a complaint? 
You at XXXX, XX/XX/XXXX : I need something to document this sequence of events. 
XXXX at XXXX, XX/XX/XXXX : You are able to print this chat for your records but everything is documented in your notes on your account. We are able to view the complaints we have taken from you off of your account. 
You at XXXX, XX/XX/XXXX : Do I have to file through the CFPB? Seems unnecessary but I definitely need my own documentation. 
You at XXXX, XX/XX/XXXX : I don't see an option to print this chat. 
XXXX at XXXX, XX/XX/XXXX : There should be a drop down menu above the chat with options, one of the options is to print this chat. 
XXXX at XXXX, XX/XX/XXXX : You are more than welcome to file through CFPB as wel. 
You at XXXX, XX/XX/XXXX : I don't see a dropdown. You have been lovely but I simply must have my own records, and find it surprising and suspicious that I can not get a copy of my own complaint. Can you at least copy and paste the text of the complaint into the chat box so I have a record that way? 
XXXX at XXXX, XX/XX/XXXX : I completely understand, the information in the complaint is exactly what you told me, I just copied and pasted what you gave me and then I added that you were hung up twice on XX/XX/XXXX, and you had talked to a rep on XX/XX/XXXX about a call back from the supervisor on XX/XX/XXXX. 

If you are unable to print you can copy and paste this conversation as well onto a word document. However like i said this is all in the notes of your account so whoever you speak to next or contact next will be able to see all of this, including this conversation. 
You at XXXX, XX/XX/XXXX : I have no choice but to believe you. Thank you for understanding. I am filing a complaint through the Consumer Finance Protection Bureau, which I do not expect to help, but will at least give me some documentation. Please add a note that I would still like a call back from a supervisor. 
XXXX at XXXX, XX/XX/XXXX : That is perfectly okay and I completely understand. I will make sure to note your account as well. 
You at XXXX, XX/XX/XXXX : Can you tell me who I spoke with on XX/XX/XXXX? 
You at XXXX, XX/XX/XXXX : Who helped me make that payment over the phone? 
XXXX at XXXX, XX/XX/XXXX : I do want to make sure it is clear that even though I make note on the account that you would like a call back from the supervisor that this is not actually a request, since I am unable to do that via CHAT. 

Let me look into that for you. 
You at XXXX, XX/XX/XXXX : I understand. I just want the note to reflect that request. 
XXXX at XXXX, XX/XX/XXXX : Her name is XXXX. That is who you spoke to that took your payment on XX/XX/XXXX. 
XXXX at XXXX, XX/XX/XXXX : Okay, great! I have noted your account and took your complaint as well. 
You at XXXX, XX/XX/XXXX : Thank you. Can you see why she said I owed {$3400.00} and not {$5900.00}? 
You at XXXX, XX/XX/XXXX : She told me if I paid {$5900.00} I would be overpaying, and my account would be credited, but I never understood why that was the only option showing up online. 
XXXX at XXXX, XX/XX/XXXX : The payment made on XX/XX/XXXX was for the XXXX balance correct? 
You at XXXX, XX/XX/XXXX : No You at XXXX, XX/XX/XXXX : XX/XX/XXXX You at XXXX, XX/XX/XXXX : This is why I need help! 
XXXX at XXXX, XX/XX/XXXX : I am seeing 2 payments made to this account, both with those numbers but on different dates. 

I see on XX/XX/XXXX a payment of {$3400.00} was made. 

I also see on XX/XX/XXXX that a payment of {$5900.00} was attempted to be made but did not go through due to insufficient funds. 

I am unable to see the balance that was due at that time on XX/XX/XXXX but the updated balance I can see that was due on XX/XX/XXXX was {$6000.00} You at XXXX, XX/XX/XXXX : This is why I have so many questions. XXXX XXXX said I was erroneously charged {$5900.00} when my actual bill was {$3400.00} ( they charged my current balance rather than my statement balance ). I normally pay through AutoPay, but because the bill was erroneously high, there were not sufficient funds to cover the payment. 
You at XXXX, XX/XX/XXXX : So, I paid the actual amount, {$3400.00}, over the phone. For some reason, this option did not show up online. 
You at XXXX, XX/XX/XXXX : But now I'm still being charged the {$5900.00}, because the payment was returned. It's not deducting the {$3400.00} I already paid over the phone with XXXX XXXX. 
You at XXXX, XX/XX/XXXX : So I don't know what to do XXXX at XXXX, XX/XX/XXXX : Thank you for this information. I do see where you had set up a payment to be made on XX/XX/XXXX for the {$5000.00} amount, on XX/XX/XXXX XXXX had informed you it was returned to insufficient funds so she took a payment of the correct amount of {$3000.00}. 

But due to the bounced check/payment, the payment of {$3000.00} was put on hold until XX/XX/XXXX. 
You at XXXX, XX/XX/XXXX : I see it posted to my account on XX/XX/XXXX You at XXXX, XX/XX/XXXX : At least that's what it looks like on my end XXXX at XXXX, XX/XX/XXXX : That is correct, it does show that on my end as well but I think that is how the system set it up since it bounced on XX/XX/XXXX. However on the account notes we are able to see a little more and it does give us some details of when it bounced and stuff like that. 
You at XXXX, XX/XX/XXXX : Regardless. It should be showing up by now. 
You at XXXX, XX/XX/XXXX : Why is my current balance still showing up as {$9200.00}? 
You at XXXX, XX/XX/XXXX : Online, it says my last statement balance has been satisfied You at XXXX, XX/XX/XXXX : But my current balance is {$9200.00} You at XXXX, XX/XX/XXXX : That makes no sense XXXX at XXXX, XX/XX/XXXX : Let me look over your account and double check this information for you. 
You at XXXX, XX/XX/XXXX : Thank you XXXX at XXXX, XX/XX/XXXX : It looks like your statement has not closed yet, due to it not being closed the payments that you have made have not reflected yet on the balance. You and your authorized user have also made extra transactions as well since that payment has been posted on XX/XX/XXXX. All of this will be updated on XX/XX/XXXX. So I would say definitely by XX/XX/XXXX the account should be updated with the payments you have made. 
You at XXXX, XX/XX/XXXX : So I just wait and hope for the best? 
XXXX at XXXX, XX/XX/XXXX : I know that's not what you want to hear but yes. I would wait, see what your balance looks like on XX/XX/XXXX and XX/XX/XXXX. If it is still not correct please call us. 
You at XXXX, XX/XX/XXXX : This is so discouraging. 
You at XXXX, XX/XX/XXXX : Do I have any other choices? 
XXXX at XXXX, XX/XX/XXXX : I would print off your statements as well from the last 2 billing cycles and maybe do some math of your own as well to figure this out. 

There is not, no since I am CHAT I can not transfer or request a call back from the supervisor if you would like I would recommend calling us again and requesting a supervisor to talk to. 

I completely understand where you are coming from and it is a little messy looking through your account trying to see where everything went wrong but I want to make sure I can help you with as much as I can from my end as well. 
You at XXXX, XX/XX/XXXX : Thank you. You have been the most helpful person so far.

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