Consumer complaint received 2020-07-11
Company: CITIBANK, N.A.
State: CA
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:
Hello, I have a Costco Citi Visa. I usually make my payments through the phone. However, I decided to download the app and make payments online. I made a XXXX payment using my checking account and routing number. A week later I received an email day the bank didnt recognize the account. I immediately called Citi. Together the Citi rep and I called the bank immediately and verified that there was plenty of funds. The first Citi Rep checked and confirmed the account was the same checking account number that I used for pervious payments and didnt know why that happened. So while I was on the phone with her I made an XXXX payment over the phone. 

I tried using card and it didnt work. I called and the Citi Rep said I had to wait 48 hours. I waited 48 and checked my account to make sure funds were cleared. Again declined.

Called again they said there was a hold on my account for another two weeks due to the returned check. 
After a much to long conversation, we called bank again verified that the XXXX was cleared and Citi rep said they would get the hold off In a few hours as well as credit the {$29.00} return check charge. 

This morning a called to double check and the automated service said my account was closed!! As you can imagine how very upsetting this was for me. I called for the 3rd time and spoke to the supervisor of the supervisor. Again after a much to long conversation he said he would put In a review request to reopen account. 

I feel that the online payment system is flawed. It shouldnt accept an incorrect account number. How was I to know I keyed in 1 wrong number. I went on the app to find where I had keyed in the wrong number it only shows last 4 digits so I couldnt verify the number myself. At that point I had to cancel the monthly automatic payment I set up in fear it was the wrong number. 

Lastly, I just tried to log in my account to see what online payments I set up with other providers/vendors were paid and they locked me out!!! 

The way Citi Costco has handled this situation On tip of closing my account is so wrong in so many ways. 

1 ) The closer will negatively affect my credit score 2 ) in order to requests the account be reopened they will have to do a credit inquiry which will also negatively affect my credit 3 ) I had set up many of my payments for auto pay with this card that I now have to cancel 4 ) it has been humiliating getting calls from medical providers and vendors for declined payment. 
I hope you can help me and get Citi to change their online app payment protocol. I cant imagine I am the only one who has accidentally entered one wrong number of their account number I can choose to walk away, let it go and apply for a new card but I feel that this business practice is wrong and hurts customers. Not to mention we are in the middle of a pandemic and it would be nice if they could provide better business practice!

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 non-monetary relief