Consumer complaint received 2018-10-18
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2018 my wife 's card was declined at the XXXX, Fl. XXXX XXXX. I contacted XXXX 's to ask why. I was told I had not paid my last statement of {$66.00}. I then took my bank statement to the store manager MsXXXX XXXX XXXX and showed her where XXXX 's had electronically cashed my payment of {$66.00} on XX/XX/2018. She called XXXX XXXX credit department and then faxed them copies of the statement, and told me she would take care of it. On XX/XX/XXXX, I received a statement from XXXX 's showing a past due balance of {$99.00} including {$29.00} in late fees. I again contacted Ms. XXXX and she said it was an error and come into the store and they would take care of it. I went to the store and Asst. Manager XXXX XXXX called the credit department and spoke with Mr. XXXX XXXX. She refaxed and e-mailed copies of the bank statement and a copy of the notes Ms. XXXX had made about our previous meeting to Mr. XXXX. Ms. XXXX then followed up with an e-mail to me stating that my account would be credited and all interest and late fees would be removed within a week. That afternoon I received a phone call from XXXX XXXX credit department wanting to know why I hadn't paid my bill. I again called Ms. XXXX and she said she would take care of it. On XX/XX/XXXX I received a letter from Citibank on behalf of XXXX 's Credit Card, threatening to report me to the credit bureaus, report me to the IRS, pursue collection by law, or sell my debt to a collection company. On XX/XX/XXXX I received a letter from XXXX XXXX credit department stating they needed a copy of my bank statement and cancelled check. I again called Ms. XXXX and left her a voice mail. She returned my call and stated they have copies of my bank statement and she would get to the bottom of this and she was in my court. Ms. XXXX also sent me an e-mail saying she was surprised to hear of this and she had already sent an e-mail to Mr. XXXX to get some answers. On XX/XX/XXXX Ms. XXXX sent me an e-mail stating the credit department needed more info and I was to contact Mr. XXXX directly by e-mail. I did so and he said he needed my bank account number and the address of the bank. I e-mailed him that he had that information on the bank statement, but I sent it to him again. Today ( XX/XX/XXXX ) he sent me an e-mail stating he needed me to call my bank and get a banking transmittal. I called my bank and got the Trace number, TC Type, and accounting number. This I e-mailed to Mr. XXXX. I also gave him my banks phone number and contact information and told him to call them if he needed anything else. My bank called me and said they spoke with Mr. XXXX and he lied to them that he needed a copy of my bank statement and asked them to fax him a copy. They again faxed him all the account, routing, trace, and TC numbers. For over 2 months XXXX XXXX has refused to correct their error. They ask for the same information over and over again. I have provided them on 4 different occasions the information they requested. These documents prove my bank paid them. Each time they stall and refuse to correct their error. I have tried to contact Mr. XXXX, Ms. Manske, and Ms XXXX this afternoon, but they have not replied to my e-mails. I have copies of all the e-mails, letters, and voice mails and will be glad to provide them.

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