Consumer complaint received 2019-03-27
Company: CITIBANK, N.A.
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
In XXXX, before I went to college, my mother encouraged me to take the first step in building my credit, so, at the time, I applied for a Citibank XXXX XXXX card for college students and was subsequently approved. The agreement was that we'd use the card to purchase some necessities for school and pay the bill monthly. Naturally we initiated autopay and never looked back. In XXXX, due to fraudulent activity on my banking account, I had my account number changed, card numbers changed, and re established autopay with the new information. In XXXX of XXXX, I began to notice the amount of money being paid monthly didn't reflect in the overall balance. As a result, I looked into the situation further, going through my statements, only to find an illegal provision placed on my account under the name of PAYMENT SAFEGUARD. Naturally, I called customer service immediately. I asked them to explain to me how this program was placed on my account and they were unable to give me a direct answer. Citibank had no proof of my enrollment and couldn't verify where or how the provision was implemented into my account. I was told this provision has been active since XXXX. I explained that I felt completely taking advantage of and unsafe as a customer considering this was done with out my consent. The representative transferred me several times, attempting to put the accountability on PAYMENT SAFEGUARD and vice versa. I ended up speaking to a manager who removed the provision from my account and submitted a claim to the fraud department and explained that it takes 30 days to receive a response after a claim is submitted. During the waiting period, I discovered CFPB 's File No. XXXX exposing these unlawful practices and ordering Citibank to refund its customers. After 30 days I received a letter saying that I would not be entitled to any refund because they were unable to verify whether or not I signed up for this debt monitoring/protection service. I immediately called and presented the CFPB case to them along with the simple fact that because they can not find proof is proof within itself that I, in fact, did not authorize this program on my account. After transferring me several times, the representative, explained that they can escalate the claim and that it would take an additional 30 day waiting period before I hear a response. Naturally frustrated, I agreed and appealed. Now in XX/XX/XXXX, after over 30 days, I called to inquire about the missing correspondence. The representative apologized and transferred me several times. I was eventually told that the only way I can get a response is if I submit a written letter via fax to the disputes department. Immediately I decided to write the letter and send it. They gave me the wrong fax number so I had to call back and get a new fax number to the disputes department. After a month, I hadn't heard back so I called to follow up and inquire about the fax and was told that it was submitted and is being reviewed and that there was no way to communicate with the disputes department and that I'd have to wait until someone reaches out to me. Eventually, I was contacted by the agent who explained that the case was being reviewed by her directly and that she would contact me in 2 weeks regarding their decision. After 2 weeks she called and explained that because they were unable to find proof of any call or correspondence indicating that I authorized this provision that they couldn't do anything for me and that because I didn't know the provision was on my account for so long, that I am not entitled to a refund. After admitting that they didn't have evidence, I asked if she could send me information confirming her statement and she told me I'd need a subpoena. After questioning why I didn't know the illegal provision was added to my account, she offered to refund the last 3 months of money illegally syphoned from my account only. I respectfully declined. Her solution was not feasible for me. Considering that I was illegally enrolled into this program, I felt Citibank should be held accountable and should make me whole after this entire fiasco. She declined to do any more than what she offered and ended our conversation. I have not had any further communication with Citibank regarding the matter and I need help addressing this situation to come to a proper solution agreeable to me.

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