Consumer complaint received 2020-09-18
Company: CITIBANK, N.A.
State: MD
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
My overall complaint with this company is that I held up my end of the agreement with XXXX XXXX XXXX XXXX. and ultimately they are holding me responsible for their actions, ones which are out of my control. In short, I made payment arrangements to pay {$1700.00}, in XXXX payments, by XXXX. I made the first payment of {$590.00} on XX/XX/XXXX via telephone. The next payment was due XX/XX/XXXX. Not knowing whether I had set up an automatic payment or not, I contacted XXXX XXXX XXXX PRIOR to the first payment date, on XX/XX/XXXX. I was told that I had not set up automatic drafts. I inquired whether my payment arrangement required the periodic payments or whether I would be able to pay varied amounts at varied times as long as I paid in full before the final date in XXXX. I was told that as long as I pay in full by the final date in XXXX, my payment arrangements remain in good standing. As the XXXX date approached, I wasn't aware of the exact date but knew is was somewhere around the second week of XXXX. On XX/XX/XXXX I contacted XXXX XXXX XXXX to find out the final payoff date, to express my intentions to resolve the debt by that date, and to confirm that I was still in good standing with my payment arrangements. Again, I was told that my payment arrangements were in tact as long as I made the final payment by XX/XX/XXXX. XX/XX/XXXX arrives, which is a Sunday, and XXXX XXXX XXXX is not in operation doing business that day. I spoke with XXXX XXXX XXXX the following day attempted to pay the debt off in full to which I was told I had broken the agreement and in order to pay it off I would have to pay an additional ~ {$400.00}. I questioned why I was being held responsible for breaking the agreement when they were not even open and available to accept the payment. I let them know that the request for additional money seemed quite unreasonable, especially since I was attempting to pay the debt in full as per our agreement at this point not even a full 24 hours had passed beyond the scheduled payment date. After speaking with XXXX the situation was escalated to his manager, XXXX XXXX. XXXX said she would research the call history and see if I had called in ( as outlined above ), whether I had been told I could make the payment on XX/XX/XXXX, and to make a determination on whether I could pay the debt off in full as arrangement. She said I would be her first call on XX/XX/XXXX. On XX/XX/XXXX at XXXX XXXX I called to speak with XXXX or XXXX who were not available. At XXXX XXXX called me back and read an update in the system that stated the payment arrangements were broken on XX/XX/XXXX. I let XXXX know that appeared to be the update from the previous day and told him what XXXX was researching to get back to me with a final determination. He said XXXX wasn't available and asked me to call back in thirty minutes. I called back in thirty minutes and XXXX and XXXX were at lunch. I called back at XXXX and spoke with XXXX who said XXXX was gone for the day, having left at XXXX. XXXX said he would give me a call back by XXXX on XX/XX/XXXX. On XX/XX/XXXX I called and spoke with XXXX between XXXX. XXXX said XXXX had called me around XXXX. I reviewed my call log and saw that XXXX had called from an unknown number and the call was not answered. I left another message for her to please return my call, stating that I would be on the lookout for unknown or unfamiliar numbers. On XX/XX/XXXX at XXXX I called back again and spoke with XXXX XXXX state that I had not heard from XXXX . He said XXXX and XXXX were not available and he would have XXXX call me back from a XXXX or XXXX area code. XXXX called later that day and stated she did confirm that I had called in each time as I stated and that I was told to pay my bill on or before XX/XX/XXXX ; but, she refused to honor the agreement even though they were not open and available to do business on XX/XX/XXXX. I let her know that it seemed unreasonable and that I felt this was unfair debt collection practices since they are holding me responsible for not paying a bill when they werent even open AND I attempted to pay the bill on XX/XX/XXXX which was the next available opportunity to do so. I called back on XX/XX/XXXX to find out how I could lodge a complaint with the original creditor ( Sears/Citibank ) and I was told that they could fill out a form on my behalf and forward it to Sears/Citibank. I stated that didnt make much sense for the people I am complaining about to make a complaint on my behalf and accepted the toll-free number they provided for Sears/Citibank. I next asked the process to lodge a complaint directly with XXXX XXXX XXXX and was told that I could speak with XXXX XXXX, the General Manager,  and highest management available to speak with about concerns. Again, I told her that it wouldnt make much sense for me to lodge a complaint with XXXX XXXX since she is one of the people I was complaining about. We ended the call and I proceeded to contact Sears/Citibank. While on the phone with Sears/Citibank, I received a call from XXXX XXXX , XXXX and the Sears/Citibank representative was nice enough to hold to see if we could come to a resolution. The call was from XXXX XXXX and she stated she was in management and was trying to see if she could assist with my complaint. After rehashing the entire issue, she too stated that I had broken the agreement by not paying on XX/XX/XXXX. Then she proceeds to tell me that I had actually broken the agreement on XX/XX/XXXX when I did not make the payment schedule for that day. I asked her how that was possible for two reasons : # 1 I contacted their office on XX/XX/XXXX, prior to the payment date, and was told I did not have to make the payment as scheduled as long as I made the payoff by in full by the closing date. # 2 If I had broken the agreement on XX/XX/XXXX then why was I able to speak with a representative on XX/XX/XXXX who informed me that my payment arrangements were in good standing and I had until on or before XX/XX/XXXX if in fact they were actually broken on XX/XX/XXXX. Again, I protested how am I being held responsible for breaking the payment agreement when I have contacted XXXX XXXX XXXX each month to confirm that I am good standing and proceeding appropriately. This is why I have lodged this complaint because I feel these are unfair and deceptive debt collection practices.

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