Consumer complaint received 2018-09-05
Company: CITIBANK, N.A.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I processed a payment of {$250.00} on XX/XX/18, which later returned due to NSF on the same day. I was charged a {$25.00} return fee from Citi as well as a {$35.00} return fee from my bank. I was NOT notified by Citi that payment returned. 

I later went in to check my account and Citi tried to take the payment 2 more times ( XX/XX/18 and XX/XX/18 ) even though I did not authorize it! I was charged {$35.00} overdraft fees from my bank each time! My account is not set up on auto-pay and this was supposed to be a ONE TIME PAYMENT! 

I called Citi on several occasions to try to get this resolved, only to get attitude from the representatives telling me that " I should make sure there's money in my account to prevent this going forward. '' That is beyond unprofessional! The Citi representative then explained to me that re-trying a payment 3 times is their policy and that all the major credit card companies do this. I work for another major CC company and I can confirm that this is not our policy and its a legal issue. I asked why I was not notified of the returned payment or that the payment was going to be re-tried ; she responded and said " oh we don't do that until we cant get the money. '' I went back and looked at the payment disclosure online on the Citi website and no where in the disclosure does it state that the payment will be tried 3 times! This is unprofessional, deceiving and a legal violation. Below is the disclosure provided online : Terms and Conditions Payments You can make a maximum of two payments on any day. You can do this by making or scheduling up to two payments each day of your then current billing cycle. You can also schedule up to four payments to occur in later billing cycles, but never more than two per day, and never more than 90 days in advance from the day you are scheduling the payments. Other restrictions may also apply. For Professional Card accounts, you can make or schedule payments on weekdays ( Monday through Friday ). The amount you pay on any given day can not exceed your then current balance plus 7.5 %. If the amount you pay exceeds the then current balance plus 7.5 % on the payment date, we will reduce the amount we withdraw so that it equals the current balance as of the day we withdraw the funds. 

Same Day Payments The payment cut-off time for online bill payments is XXXX ET. This means we will credit your account as of the calendar day, based on Eastern Time, that we receive your payment request. You will see a reduction in your current balance, and in your minimum payment due, as soon as we receive your online payment request. However, your available credit may not be increased by the amount of your payment for up to two ( 2 ) business days. Note that any payment made after 5 XXXX ET on your statement closing date will not be included on that cycles billing statement, but will be on your next cycles billing statement. 

Returned Payments If any electronic payment is returned unpaid by your financial institution for any reason, we may charge and you agree to pay a returned payment fee. You may also be charged late fees based on the terms and conditions of your Card Agreement. 

Limitations If you are making an online payment for the first time, or have recently changed your payment account information, we may impose limitations on the number of payments accepted. If you do not make an online payment at least once every eighteen ( 18 ) months, you may have to re-enroll in Online Bill Payments. You can edit or cancel a payment up to XXXX XXXX. ET on its scheduled date unless by editing the payment your current balance will exceed your credit limit.

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