Consumer complaint received 2016-01-26
Company: CITIBANK, N.A.
State: CA
Product: Credit card
Issue: Billing statement

Complaint:
In XXXX XXXX, Citibank notified me that my credit card statement was available. For about the past 10 years, I have been getting that statement online. I went online and logged into Citibank 's website and was unable to retrieve the statement. I called customer service and was told the website was down and to try again another time. Over the next several days, I spent 5.5 hours trying to get that statement. Each time the website would n't respond when I clicked on the button to download my statement. Each time I called customer service, the representative told me that the site was down. The last time I called customer service, I asked a supervisor to send my statement to me via email so I could pay it on time and the supervisor refused, citing security concerns with email. I asked the supervisor to send my statement to me via U.S. mail and to extend the time for payment so I would n't be late and the supervisor refused to mail a statement to me, telling me to just keep going online and eventually, the statement would be available there. I do remember I was less than a week away from my payment date and I was concerned about late fees and interest - and I 've had that account about 10 years without these kinds of problems. It 's also a " Rewards Card '' and I did n't want to forfeit rewards. After Citi refused to send my credit statements to me, and since I already had 5.5 hours of time involved trying to get a Citi statement to PAY THEM, I sent a letter to Citi at the payment address requesting that they ( 1 ) Close my account ; ( 2 ) Send a statement to me via U.S. Mail, ( 3 ) Extend my payment deadline without penalty fees and interest, ( 4 ) pay my " Rewards '' in full, and ( 4 ) pay damages for my lost time for their broken website and refusal to provide a statement to me. I did n't hear back from them at all. I also shredded my card and told Citi that I shredded the card in that letter. On XXXX XXXX, XXXX I went into a Citi office in downtown XXXX XXXX and spoke with XXXX XXXX, one of their personal bankers. On XXXX XXXX, XXXX he printed out XXXX statements covering XXXX and XXXX. Curiously, those XXXX statements covered transactions from XXXX/XXXX/XXXX through XXXX/XXXX/XXXX without a break - in other words, the " missing '' statement occurred during the time I was trying to obtain that XXXX/XXXX/XXXX ending statement and their website was " down. '' The XXXX statements I received include late fees and interest even though Citi did n't make them available to me until XXXX XXXX, XXXX. After reconciling the account, I found {$65.00} " missing '' that Citi is asking for ( probably from that missing statement in between the XXXX provided ). Now Citi is telling me I have to pay the balance, including late fees and interest ; including the {$65.00} they have not accounted for ; and that only after I do that will they consider reopening my account. I have countered and offered to pay them the agreed charges that I made, less {$43.00} approximately in " rewards '' that I would have obtained had Citi actually made these statements available to me when I was online or mailed them to me or emailed to me when I requested. I do n't know anyone who can afford to spend hours trying to download a statement because the bank ca n't operate its software properly. A large cost of that time was speaking with foreign customer service representatives who have to spend much time reading from scripts and who are not authorized to provide any real help.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief