Consumer complaint received 2021-01-18
Company: CITIBANK, N.A.
State: MI
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Citibank has no personal representatives to talk to people on the phone. It is a totally automated voice response system. This is frustrating. I do not bank online. I can't find anybody to help me resolve this at Citibank. I will forward any information requested to you. 

After getting collection call on XX/XX/XXXX I paid the the balance in full through their automated system - {$81.00}. However, I then continued to get calls that I had an outstanding balance. I was furious and I closed the card. I put a check in the mail. I continued to get calls and then on XX/XX/XXXX it was too much I paid again using their automated system and I had to pay a higher amount. 

The automated system told me my total balance due was XXXX. I had paid the card in total on XX/XX/XXXX from my checking account for that amount. It seems they lost that payment. In order to avoid further interest I paid through my checking account again on XX/XX/XXXX and their automated system first told me XXXX was due but then it told me I had a different balance after I put in my check information - {$200.00} : I have included both email confirmations for both payments below. 



This message is from a trusted sender. 
Citi Cards XXXX> Mon XX/XX/XXXX XXXX XXXX  Here 's a summary of the recent customer service call. 
CONFIRMATION Citi XXXX XXXX Cardmember since XXXX Account ending in XXXX Thanks for contacting us Hi, XXXX. Here 's a summary of the recent customer service call regarding your Citi CashReturns MasterCard account : Confirmation of payment A payment of {$200.00} was made. You can easily make payments whenever you want, at home or on the go - schedule a future payment, make a same-day payment, or enroll in AutoPay in the Citi Mobile App or Citi Online. When you make a payment you'll see your updated balance instantly. 
Questions? 
If you have questions or if you didn't authorize the above, please contact us at XXXX ( TTY/TDD : XXXX for hearing and speech impaired services only ). 

Please note : Depending on the activity you took on Citi Online, and when you completed those activities, you may receive additional emails.

Citi is at your side before, during and after every purchase. 
Your Citi Team Take control of your account from virtually anywhere Did you know you can quickly and easily manage your account with the Citi Mobile App and Citi Online? Here you can make payments, add an authorized user or even lock a misplaced card. Plus, you can keep track of your FICO score for free and set up custom alerts. Download the Citi Mobile App by clicking below or texting XXXX to MYCITI ( XXXX ). 
Citi Mobile App View Your Account Pay Your Bill Contact Us Download the Citi Mobile App XXXX and the XXXX logo are trademarks of XXXX XXXX XXXX, registered in the U.S. and other countries. XXXX XXXX  is a service mark of XXXX XXXX XXXX, registered in the U.S. and other countries. XXXX, XXXX XXXX, and the XXXX XXXX logo are trademarks of XXXX XXXX. 

Citibank is not responsible for products and service offered by other companies. 

Citi Privacy Security The account information near the lock icon at the top of this email helps verify that it was sent by Citi. 
This email is to keep you informed about your Citibank credit card, including service updates and other information about your account. Have questions? Please do not reply to this service email. Instead, just contact us. 
Citibank Customer Service XXXX XXXX. XXXX XXXX XXXX XXXX, SD XXXX XXXX Citibank , N.A . Citi, Citibank, Citi with XXXX XXXX, Citi Mobile, Citi CashReturns and CitiDollars are registered service marks of Citigroup Inc . 
XXXX XXXX XXXX Citi Cards <XXXX> Sat XX/XX/XXXX XXXX XXXX Here 's a summary of the recent customer service call. 
CONFIRMATION Citi XXXX Cardmember since XXXX Account ending in XXXX Thanks for contacting us Hi, XXXX. Here 's a summary of the recent customer service call regarding your Citi CashReturns MasterCard account : Confirmation of payment A payment of {$81.00} was made. You can easily make payments whenever you want, at home or on the go - schedule a future payment, make a same-day payment, or enroll in AutoPay in the Citi Mobile App or Citi Online. When you make a payment you'll see your updated balance instantly. 
Questions? 
If you have questions or if you didn't authorize the above, please contact us at XXXX ( TTY/TDD : XXXX for hearing and speech impaired services only ). 

Please note : Depending on the activity you took on Citi Online, and when you completed those activities, you may receive additional emails.

Citi is at your side before, during and after every purchase.

Your Citi Team Take control of your account from virtually anywhere Did you know you can quickly and easily manage your account with the Citi Mobile App and Citi Online? Here you can make payments, add an authorized user or even lock a misplaced card. Plus, you can keep track of your FICO score for free and set up custom alerts. Download the Citi Mobile App by clicking below or texting XXXX to MYCITI ( XXXX ). 
Citi Mobile App View Your Account Pay Your Bill Contact Us Download the Citi Mobile App XXXX and the XXXX logo are trademarks of XXXX XXXX XXXX, registered in the U.S. and other countriesXXXX XXXX XXXX  is a service mark of XXXX XXXX XXXX, registered in the U.S. and other countries. XXXX, XXXX XXXX, and the XXXX XXXX logo are trademarks of XXXX XXXX. 

Citibank is not responsible for products and service offered by other companies. 

Citi Privacy Security The account information near the lock icon at the top of this email helps verify that it was sent by Citi. 
This email is to keep you informed about your Citibank credit card, including service updates and other information about your account. Have questions? Please do not reply to this service email. Instead, just contact us. 
Citibank Customer Service XXXX XXXX. XXXX XXXX XXXX XXXX, SD XXXX XXXX Citibank , N.A . Citi, Citibank, Citi with XXXX XXXX, Citi Mobile, Citi CashReturns and CitiDollars are registered service marks of Citigroup Inc . 
XXXX XXXX XXXX

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