Consumer complaint received 2019-06-11
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On XX/XX/XXXX, I contacted Citibank 's customer service regarding monthly service fees I was charged for last 5 months ( {$25.00} per month ). The rep informed me that in order to have the service fee waived on the banking package that I was currently have, I would need to maintain a monthly average balance of $ 10k. I then informed the rep that I have never maintained that balance in that account since I opened it back in XX/XX/XXXX. She then informed me that I had a waiver placed on the account that was waiving the monthly service fees but that waiver is no longer valid and that I would need to maintain the balance requirement. I informed her that I would not be able to maintain that balance and to move me into an account were I would not get a service fee. She then informed me that she's waiving the service fee 's I was charged and that she will be downgrading me into a basic banking package where I wouldn't get a service fee. She then told me that there's nothing else that I need to do and we hung up. Fast forward to XX/XX/XXXX, I checked my bank statement and I was charged a service fee for the last 2 months. I called customer service and the rep informed me that the previous rep never downgraded my banking package. When reviewing my account package he informed me that the type of savings account I have was preventing the downgrade and that it needed to be converted to another type of savings account. I told him just to close the savings accounts instead of converting it. He informed me that he closed the savings and downgraded my account package but he wasn't able to waive the last 2 months of service fees. I told him that the previous rep didn't tell me the issue with the savings account and since she told me that I was downgraded I shouldn't be responsible for the fee. I then requested to speak with a supervisor and then the call was disconnected. I called again on XX/XX/XXXX and asked to speak directly with a supervisor this time and explained to her my situation. She informed me that she cant waive the 2 months of fees and I was also charged a fee for closing the savings account the previous day ( which to rep failed to mention ) and that it was my responsibility to know what my banking package requirements are to avoid the fees. She then went on to informing me that the original rep that I spoke with on XX/XX/XXXX, only noted in the system regarding the fee reversals and nothing regarding the banking package change. I explained to her, again, that I shouldn't be responsible for the last 2 months of fees because I was told that the account was downgraded. She then went on saying that it was my responsibility to know the requirements of my banking package etc ... I informed her, again that I was aware of it back on XX/XX/XXXX when the rep told me and that's why I wanted a downgrade my package then. She then repeated herself saying that it was my responsibility to know the requirements of my banking package etc ... ( this went on for 5 minutes ). At the end she said that I have to send a written correspondence to Citibank Client Services in Texas to have them waive the service fees and that she'll file a complaint against the original rep and that rep 's manager will review the call since its recorded. I asked her to pull the call since it's recorded, but she informed me that the recordings are for training purposes only.

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