Consumer complaint received 2020-05-29
Company: CITIBANK, N.A.
State: IL
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 received a late fee back in XX/XX/2020 on a past due balance of a few days. I paid the amount plus the interest charged but did not pay the late fee because I wanted the late fee waved. I requested the late fee to be waved in XXXX and again in XXXX but the automated services that Citibank forces you to use does not have authority to reverse this late charge. They provided with a phone number to call, which I did but that number is also automated and when you get to speak to a live person they apologize for the issue and try to forward me to somebody who can help reverse the charge. When they forward me, it goes to the automated attendant again and when I finally get to another live person the phone disconnects. This happened at least twice over the last few months. 

I ended up cancelling my credit card with them but now my open balance is over {$90.00} from additional late fees and interest on the open late fee from XXXX. I have been called every day for the last two months by the Citibank automated collection agency phone number XXXX XXXX XXXX XXXX. After a few days, I blocked that number but it continues to call daily including Sundays. 

Below is a transcript of the online conversations that I had with the Citibank online messaging service. I do not know what else to do but it is clear that Citibank will not help me on their own without some type of other agency that pushes them to speak to me live. 

You at XXXX, XX/XX/XXXX : Please remove the late fee on my account Read Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information here, such as your security word or expiration date. This session may be recorded or monitored. 
Info at XXXX, XX/XX/XXXX : You are now connected to Citi Bot. 
Citi Bot at XXXX, XX/XX/XXXX : OK, a representative will be with you shortly. 
Info at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
Info at XXXX, XX/XX/XXXX : You are now connected to : XXXX XXXX at XXXX, XX/XX/XXXX : Hi, welcome to Citi Mobile Messaging! Please be advised that Mobile Messaging is not a real time assistance & responses may vary since we are assisting multiple chats at the same time.. I will be responding you within 5-7 minutes and responses will also take that much time. 

If you wish to continue, please be patient! If you need instant response kindly log on to the desktop or mobile via www.citicards.com and initiate a chat from there via Browser Messaging! 
You at XXXX, XX/XX/XXXX : Okay Read XXXX at XXXX, XX/XX/XXXX : " Since you have been an valued card member, I tried to remove the late fee however at this time we do not have the opportunity to remove it. 

To avoid any such charges in future, you can enroll your account for alerts so that you will get notified accordingly. 

You can also contct us to make a payment over the phone or via chat without any extra cost. '' You at XXXX, XX/XX/XXXX : It will not be paid and I will close this account if it is not removed by the next billing Read XXXX at XXXX, XX/XX/XXXX : Let me have a word with my supervisor XXXX at XXXX, XX/XX/XXXX : I see right now we have only this option available with us, however we have a senior account specialist team who has more access and rights to your account than us. They might provide any other alternative to you. 
XXXX at XXXX, XX/XX/XXXX : The number for our Senior Account specialist team is XXXX ( TTY/TDD : XXXX ). This department is available 24 hours a day, 7 days a week. 
XXXX at XXXX, XX/XX/XXXX : Since, I have not receive any response, i am closing this chat. You can contact us anytime. we are just a click away. Thank you for chatting with us! 
Conversation closed by the agent at XXXX, XX/XX/XXXX : Citi Bot at XXXX, XX/XX/XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 
Citi Bot at XXXX, XX/XX/XXXX : 1. Based on your recent experience with messaging, how likely are you to recommend Citi to a friend or colleague? 
Choose a number from 0 ( not at all likely ) to 10  ( extremely likely ). 
Citi Bot at XXXX, XX/XX/XXXX : The survey has expired. Thank you for your time. 
You at XXXX, XX/XX/XXXX : 0 Read Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information here, such as your security word or expiration date. This session may be recorded or monitored. 
Info at XXXX, XX/XX/XXXX : You are now connected to Citi Bot. 
Citi Bot at XXXX, XX/XX/XXXX : Sounds like you need a representative. Hold tight and I'll connect you. It may take a short while if they're all busy. 
Info at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
Info at XXXX, XX/XX/XXXX : You are now connected to : XXXX XXXX at XXXX, XX/XX/XXXX : Hello XXXX! 

How may i help you today? 
You at XXXX, XX/XX/XXXX : Cancel my credit card Read Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information here, such as your security word or expiration date. This session may be recorded or monitored. 
Info at XXXX, XX/XX/XXXX : You are now connected to Citi Bot. 
Citi Bot at XXXX, XX/XX/XXXX : Sure, Ill connect you to the next available representative. 
Citi Bot at XXXX, XX/XX/XXXX : We are experiencing longer than normal wait times, but no need to wait around for a reply. With Notifications turned on, you will be notified when you have a new message! 
Citi Bot at XXXX, XX/XX/XXXX : Be as descriptive as possible, so that we can provide a complete answer when we reply. 
Info at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
Info at XXXX, XX/XX/XXXX : Sorry, looks like our wait times are longer than usual. Someone will be with you shortly. 
You at XXXX, XX/XX/XXXX : Please cancel my credit card. I requested that the late fee be removed as a courtesy over a month ago and I noticed that it has not been removed yet and now I am being charged interest on that late fee. I will not pay either fees and I want this account cancelled. Read Info at XXXX, XX/XX/XXXX : You are now connected to : XXXX Info at XXXX, XX/XX/XXXX : Sorry it's taking longer than expected to reply. A representative will respond shortly. 
XXXX at XXXX, XX/XX/XXXX : Hi, XXXX. 

Greetings. 

I'm sorry to hear about this. 

Shall I proceed further and process the closure? 
You at XXXX, XX/XX/XXXX : Yes, please reverse the charges and close this account. Thank you. Read Info at XXXX, XX/XX/XXXX : Sorry it's taking longer than expected to reply. A representative will respond shortly. 
XXXX at XXXX, XX/XX/XXXX : At my end, I do not have the authorization to reverse the late fee and interest charges as the system denied it. 

I will help you with the number of the team so that after a verbal confirmation they will check this for you. 

The number for our Account Specialist team is XXXX ( TTY/TDD : XXXX ). This department is available 24 hours a day, 7 days a week. 

If you are unable t get connected, please press " 1 '' so that you will get a call back when the team is available. 
You at XXXX, XX/XX/XXXX : You need to leave me alone or I will be forced to file a complaint with the better business bureau on collections harassment. I closed this account a few months ago because I refused to pay a late fee. Now my account shows additional late fees and interest on the late fees. This will never be paid! Read Info at XXXX, XX/XX/XXXX : Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information. This session may be recorded or monitored. 
Citi Bot at XXXX, XX/XX/XXXX : We are experiencing longer than normal wait times, but no need to wait around for a reply. With Notifications turned on, you will be notified when you have a new message! 
Citi Bot at XXXX, XX/XX/XXXX : Be as descriptive as possible, so that we can provide a complete answer when we reply. 
Info at XXXX, XX/XX/XXXX : You are now being transferred to the next available representative. 
Info at XXXX, XX/XX/XXXX : You are now connected to : XXXX XXXX at XXXX, XX/XX/XXXX : Hello XXXX. My name is XXXX and I am a Citibank Client Resolution Specialist. My Operator ID is XXXX. Thank you for logging on today. 

I am very sorry about that. I can connect you with customer service to inquire about refunding those fees. 
XXXX at XXXX, XX/XX/XXXX : And Just to confirm, you no longer want any calls or mailed correspondence from us. Is this correct? 
You at XXXX, XX/XX/XXXX : As you may be able to see from my prior communications, I have tried that numerous times with no luck because they state that they do not have authorization each time. They refer me to a phone number that is constantly busy. This whole process is not right. Read You at XXXX, XX/XX/XXXX : Please stop the automated calls, and somebody please try calling me instead. Read XXXX at XXXX, XX/XX/XXXX : I am so sorry for that. 
I can not request a call back but their direct call in number is XXXX. 
Conversation closed by the agent at XXXX, XX/XX/XXXX : Citi Bot at XXXX, XX/XX/XXXX : Before you go, please take our 3-question survey. Your feedback helps us serve you better. 
Citi Bot at XXXX, XX/XX/XXXX : 1. Based on your recent experience with messaging, how likely are you to recommend Citi to a friend or colleague? 
Choose a number from 0 ( not at all likely ) to 10 ( extremely likely ). 

Sorry for the long description but I wanted you to see that I have been trying to resolve this on my own with no luck. Thanks.

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