Consumer complaint received 2020-06-15
Company: CITIBANK, N.A.
State: GA
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:
I sent in monies to pay off balance of credit card. It was received on XX/XX/XXXX ( due to slowness in mail ). Payment was due on XX/XX/XXXX. I had a XXXX balance, called in to close the account. The representative tried to retain the business, I refused, thus he closed the account. Not mentioning that I would be accessed a fee or may have additional interest charges. I was under the impression my business with CitiBank XXXX XXXX card was done. So, I was assessed a late fee, and inteteres of {$1.00} or so. So I owe {$29.00}, but the statement period closed and the over {$3000.00} I paid on the balance did not count for that period, no the next. Not knowing I had a bill, I was assessed another {$39.00} late fee, and this time interest of over {$43.00}. Making my bill over {$110.00}. I did not receive a bill, nor did I know about it until I received a call from their automated system on Saturday XX/XX/XXXX because now my once {$0.00} balance is now {$110.00}. All fees. Nothing I should technically owe. I called to try and resolve as Citi has always been easy to do business with. I was told they would waive XXXX of the fees because they understood that technically this was nothing I did and was understandable. But before she waived the fee, I asked if I could speak to a supervisor. I was transferred to a client engagement specialist and after an hour still nothing resolved. Because I am no longer a client, they care little about customer service or accomodations, or reviewing my account in detail. I in essense was being punished for choosing to not do business with them. Furthermore, noone even cared that I never was informed that there could be additional fees and that call was never pulled. I was denied having a fee waived because it was systematic and they had no control. Having worked in many capacities of customer service, I absolutely know there wer accomodations that could be made for something so simple that became collossol. It is disgusting that you close an account and CITIBANK charges fees on top of fees because they are money hungry. Not one time did anyone take accountability. If there is a balance for the interest. I don't mind paying. What I have a problem with is being accessed fees twice when you clearly received a pay off. I am very disapppointed about this situation and I am hoping to have at a minimum that second fee waived and explanation of how I was accessed a {$43.00} interest amount but only {$1.00} the previous time. In essence, {$67.00} of the balance is fees. Because I don't have access to the account as it is closed, then I have to rely on what the representatives are telling me. It is also a coaching opportunity for representiatives when closing accounts to let the client know to check for residual fees. I was told just Saturday that the interest is based on a daily average balance and you basically have to wait two statements to ensure you have no fees. Why wasn't I told that when I closed the account. Citibank does not care about the consumer, just making money. This experience has caused me a level of stress and has taken way too much time. 

When I called in to close my account, I was told I had a {$0.00} balance and never that I should expect additional fees/ or interest. This was a total surprise becasue a XXXX balance and a closed account means that the account is closed and no longer assessed anything. However, what was more chilling was the refusal of Citibank account representatives and supervisors to even hear me. They don't want my business, so I will no longer do business with them in any capacity. {$110.00} may not seem like a lot of money to most, but these are trying times and every single penny makes a difference. A company trying to nickel and dime consumers with fees should be illegal. Who in their right mind pays off an account to miss payments after? One who was unaware that there waos even a bill. The representative told me my bill was sent to an email address I no longer use. They should have mailed statements when there is a closed account. I don't have access to this account as it is closed.

Company response to consumer: Closed with explanation