Consumer complaint received 2018-01-27
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
What I was told over the phone by mangers and representatives changed several times and none of them matched what the manager, XXXX wrote in the letter XX/XX/XXXX.  Citi Bank did tell me that only two late fees were added to my account one of {$27.00}, one of  {$37.00}. However my regular monthly payment is {$68.00}. For the month of XX/XX/XXXX XX/XX/XXXX I was charged {$150.00}, and {$190.00} which is more than one late  fee each time. I did make payments during both those months and called the bank. When I did call the reps I talked to did not give me the accurate information regarding the late fee. XXXX claims she finds no records that is not my fault the reps did not note the record of the call. 
According to what XXXX wrote is not what I was told about the first late fee and when I spoke to the manager that time. My payment was not applied to the next month that was why she would not waive the late fee for XX/XX/XXXX. According to XXXX the fees were for XX/XX/XXXX XX/XX/XXXX. 
Both times I had called the bank when I made the payments. The first time I called I was locked out of my account online and was trying to get the system to fix it you have to wait 24 hours once locked. Yes I did not call right away, I was very busy in school and am a student. That is when XXXX XXXX says I got the first late fee. I did tell the rep that I was locked out of my account she said she would put the request. After both times I spoke to reps they said it would process in a couple of days. 
I know the second time I made an inquire in possibly XX/XX/XXXX I was lower on money. I made a second payment one month for {$20.00}. I had a direct conversation with the representative asking her what was the remaining amount I needed to pay to pay my balance as I was under the impression the late fee was being waived she told me {$20.00}. I did pay the amount needed to make the payment for XX/XX/XXXX in time according to the representative but the rep gave me the wrong amount otherwise {$5.00} is not that much more and would have paid that. 
The late fee with the min payment for the month should have been {$88.00} but I was charged way more than that since I paid over {$300.00} for two months of payments. I have made all regular payments and did make payments during those months.

Again if there is no record of the fee discussion or reversal it is not my issue that the rep did not record it as I discussed it with two different people and when I called. I had to pay the account to avoid getting more late fees.

Citibank says I was charged only two late fees, however the min payments for those two months were {$68.00}, x2, + the two fees would equal {$200.00} not over $ 300.Not only is there clearly a communication issue and the reps did not note the account however i also got billed a bit more and I feel that is unreasonable. Just because the reps did not note it does not mean that I did not discuss it. Maybe you need to ask the rep that I spoke to why they didn't? While you claim it is just two late fees that would be a full total in fees of {$64.00}.

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