Consumer complaint received 2019-04-06
Company: CITIBANK, N.A.
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
This company is an absolute mess. The information employees provide is not constistant with one another at all. I do not know if there is an internal communication problem with in your company or if your employees are not being train properly but it is unacceptable. On Saturday, XX/XX/19 I made a payment of {$180.00} that was withdrawn from my bank account on XX/XX/19. I called citi bank to ask why the funds were not applied to my available credit, the employee I spoke to informed me that they hadnt even requested the funds from my bank yet which I told her was incorrect. I insisted we call my bank to verify and so we did. My bank informed citi that the funds had indeed been taken out and sent to Citi. The employee I was speaking with said she had never seen anything like this. In her system it told her that citi hadnt requested the funds from my bank yet my bank stated the funds were requested and then withdrawn. I asked the employee to investigate this matter because clearly something is wrong with my account if thats whats happening. On XX/XX/19 I made an additional {$80.00} payment to Citi, which was withdrawn from my bank account on XX/XX/19, I called today, XX/XX/19 at XXXX XXXX EST and spoke with XXXX ( EMP ID : XXXX ) who informed me that in order to release my {$80.00} to my available balance we would have to call my bank, XXXX was very unkind and made me feel like she was purposely trying to take up more of my time, when she knew I was in a hurry. I informed her of my conversation with the Citi employee on Monday and XXXX flat out told me that employee was wrong, I asked her to release the available funds without calling my bank because other employees had done that in the past and she informed me that was not an appropriate course of action and those employees were wrong to do that and that she had to call my bank, even though I informed her I was running late for work because of this phone call. We called my bank which I fortunetly wasnt open so XXXX told me I had to call back later. I called citi again, the same day, XX/XX/19 at XXXX XXXX so that we could call my bank which was now open. The employee put me oh hold while she called my bank and then returned shortly after a few minutes. This employee told me that because my banks hold time looked to be longer and that this is a bank I tegurely make payments from we no longer need the banks verification and they would release the funds to my available credit immediately. I am awe stuck in the level of inconsistency within this company and disgusted by how it treats it clients. I verbally requested a complaint be filed against XXXX on the phone, and verbally requested a follow up from that complaint. I am now putting it in writing that I also file a complaint against XXXX and would like a follow up of Citis resolution with said client. Furthermore this bank need to take better actions to provide consistent information to its clients, and train employees to essentially not trash talk one another, like XXXX had done. The customer service provided by this company is beyond appalling and excruciatingly time consuming.

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