Consumer complaint received 2020-02-04
Company: CITIBANK, N.A.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I opened an interest checking account ( XXXX ) with Citibank N.A. in XX/XX/XXXX. I was subsequently provided with checks to utilize with this account. 

On XX/XX/XXXX, I tendered check # XXXX in the amount of {$2600.00} to the XXXX County Tax Collector for payment of the XXXX real estate property taxes pertaining to my primary residence. The balance of Citibank account XXXX on XX/XX/XXXX was {$3400.00} On or about XX/XX/XXXX, I received an fraud protection email from Citibank asking if I had in fact used check # XXXX to make a payment. This email included a graphic button that could be pushed to indicate affirmatively that I had tendered the check as payment, which I did. I continued to monitor the account throughout XX/XX/XXXX, noticing that check # XXXX never posted to account XXXX. I was never contacted by Citibank with further regard to check # XXXX. 

On XX/XX/XXXX I received the attached notice from the XXXX County Tax Collector dated XX/XX/XXXX. This notice explained that Citibank had returned check # XXXX, and that as a result I was being assessed a {$25.00} returned check fee and a penalty of {$260.00}, which was calculated to be 10 % of my original tax bill. 

I immediately contacted Citibank on the evening of XX/XX/XXXX and spoke with a customer service representative and a supervisor. After explaining the situation, both representatives asserted that I had " never activated the check writing features of the account ''. I argued that having the checking account open for five months and being provided with checks to write against the account implied that the account was ready to use. The representatives provided no explanation as to why the check was returned when there were sufficient funds in account XXXX to have check # XXXX negotiated successfully. 

After multiple circular arguments, I requested that the Citibank customer service manager close all of my depository accounts in the most expedient fashion possible. The manager readily agreed to close my accounts, making no effort whatsoever to assist me in resolving the situation in a favorable fashion. 

On XX/XX/XXXX, I contacted the XXXX County Tax Collector to ask if the returned check fee and penalty could be appealed or reconsidered. The XXXX County Tax Collector informed me that their office would only waive the returned check fee and penalty if Citibank provided a letter explaining that the returned check was not a result of insufficient funds. I was also informed by the XXXX County Tax Collector representative that interest and penalties had accrued since XX/XX/XXXX, the date of notice and that the amount due had changed to {$3000.00}. 

I then contacted Citibank customer service on XX/XX/XXXX to ask that the letter requested by the XXXX County Tax Collector be produced. The Citibank Customer Service representative refused to assist me in having this letter produced, instead telling me that I would have to travel to a branch location to request that such a letter be produced. When I told the Citibank Customer Service representative that Citibank did not operate any physical branch locations in North Carolina, my state of residence, she simply acknowledged that she knew this, and still refused to help me. 

On XX/XX/XXXX I paid the XXXX County Tax Collector {$3000.00} to satisfy the outstanding tax liabilities, and avoid any further penalties. 

On XX/XX/XXXX, I received via email, a Customer Service satisfaction survey from Citibank regarding my call on XX/XX/XXXX. I completed the survey and requested that I be contacted further about my experience. As of XX/XX/XXXX, I have never been contacted by Citibank. 

The complete failure of the Citibank checking account product in this circumstance, and the refusal of Citibank Customer Service representatives to help me resolve this situation cost me {$340.00} that I should never have had to pay.

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