Consumer complaint received 2018-10-19
Company: CITIBANK, N.A.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Beginning in late XX/XX/2018 I began experiencing technical failures on the part of Citibank, said failures involved : ( 1 ) A failure to pay a timely payment under their advertised " Bill Paying '' service which I subscribe to, wherein my rent payment is sent to my landlord, and was actually delayed by around 2 1/2 weeks, which resulted in my being served a delinquency notice by my landlord, wherein I had to pay the rent twice, and then had to petition the bank to cancel their failed late check. Eventually Citibank had paid and sent the late check, which was to have gone out on a timely basis, but did not go out on a timely basis, causing the delinquency notice from the landlord. ( 2 ) The advertised Citibank alert system which warns or notifies clients, which I subscribe to as well, wherein clients are notified of coming payments ( like a rent payment or other bills ), this failed as well, and has not worked properly since around XX/XX/2018. I contacted Citibank via the following methods : ( 1 ) Telephone ( 2 ) In Person ( 3 ) By Email. This all began around XX/XX/2018, when I was served the late rent notice from my landlord. I spoke to various, and numerous, specialists, technicians, customer service personnel, and later supervisors and other management personnel. They all attempted to help resolve the matter, but could not, or did not follow through, and did not call back, did not email back, and the offshore Citibank technicians and personnel were utterly incoherent in their ability to grasp the problem, and could not resolve anything, always deferring the problems to " reset '' solutions, which did nothing. I sent them " screen shots '', and " evidence '' and " descriptions '' of the problems, but they never responded in writing, email or by telephone. Only after approximately eight ( 8 ) months did they actually respond, and only that one time, as they left a short message on my work telephone during a lunch period, wherein they stated that " we have resolved your problems '', and that one call came around XX/XX/XXXX or XXXX. However, that did not resolve the issue, the only things that happened are that they resolved the " Rent Payment '' schedule, and one of the " Alert Notifications '', basically the one for the Rent, which had not worked for many months, and the other alerts are still yet non-operational. My conclusion is that this has been a case of " Electronic Systems Failures '', " Advertisement Misrepresentations '', and " Professional Incompetence '' on the part of Citibank and its respective corporate and technical staff. I have been with this bank for thirty four ( 34 ) years, and have not remembered this type of heightened incorrigible behavior from them, this problematic servicing began at the time that Citibank lowered all Citigold Members to a lower level of service back when they shifted Citigold Members to the Citipriority level.

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