Consumer complaint received 2019-01-21
Company: CITIBANK, N.A.
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Dear CFPB, I am concerned with the process Citibank has in place for their Best Buy Visa card for automatic payments they refer to as Auto Pay. In XXXX, I was unclear how much they were going to deduct from my checking account which caused me issues with my bank. 

I was set up in this program with a set amount of {$190.00} each month. In XXXX, I had an emergency that caused me to make a charge that went over my credit limit on my account. My bill was sent to me on XX/XX/2018 with a high minimum payment due to the overlimit amount, however on XX/XX/18, I got a notice that my credit limit had been increased which was a relief since I would no longer be over my credit limit. 

On XX/XX/2018, I received an email with a link to a letter stating that I need to make some changes as my set amount of {$190.00} wouldn't cover my minimum payment. On XX/XX/18, I received my monthly Minimum Payment Alert email showing my minimum payment of {$170.00}. 

On XX/XX/2018, when reviewing my finances and bills, I saw these notices. I was very confused as it seems my set amount of {$190.00} would meet my minimum due of {$170.00}. To be on the safe side, I changed my auto pay to pay the minimum payment due so that I wouldn't somehow end up past due and I got a confirmation that day of my change. 

On XX/XX/18, Citibank attempted to remove {$740.00} from my checking account. Since I was not expecting that, it did not clear, so they attempted it again a couple days later. It did clear, but once again, since I wasn't expecting it, I was concerned when I saw a lower than expected balance in my checking account so I went in to investigate and found what had occurred. 

I called Citibank to see why in the world they attempted to take so much out of my checking. The first representative transferred me to a new person who asked if I needed the funds returned. I really didn't, I was able to cover it, just from other accounts. It was more of an issue in that it was unexpected. I wanted to understand why they took that amount. The representative told me that they can't change auto pay mid-cycle ( even though their terms say they may at times for extra payments made so guess they can ). I still asked why they took that amount and how I should have been able to know that's what they were going to take. At one point, I even asked how I could get to my full statement online to see the fine print he was referring to and he didn't answer. He just rushed me to whether I needed the funds returned and to credit me for whatever fees I had incurred with my bank because of it. He did credit me the {$30.00} in fees incurred, however when I asked if he would please report my concern about the lack of clarity in the communications, he didn't say anything about doing that for me or how I could submit a complaint to Citibank myself. I also mentioned I would file a complaint, and he just said I should " do what I feel is right '' in a rather uncaring tone. 

I have waited some time to see if Citibank would reach out to me about this, and they have not. Even if Citibank didn't do anything wrong, though I feel this seems like potential deceptive practices, it still seems like a huge opportunity they don't care to address. They are sending confusing communications, and when I look back at everything, there's nothing that makes me understand that on my due date, they will take the minimum payment as it was listed on my statement a month ago and not what my minimum payment is at that time. 

I have attached my original e-bill email, the email stating my credit limit was increased, the email with a link to the letter about needing to adjust my auto pay ( I can not provide a copy of the letter as I can no longer access it on their site. They state it expires after so long after you read it XXXX, my minimum payment alert email with my amount lowered, my auto pay update confirmation email, and a copy of the Auto Pay terms they have on their site. 

I'm sorry I even have to file a complaint, however Citibank 's representative failed to do anything to address this concern.

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