Consumer complaint received 2017-11-18
Company: CITIBANK, N.A.
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XXXX XXXX XXXX I called Sears credit card to make my monthly payment I spoke to XXXX I told him to that I wanted tie pay {$50.00} and he gave me an authorization code of XXXX. I then asked him why my last payment was not showing on the statement. He stated he would send me a new statement showing the XXXX payment. Then he stated my next XXXX statement would show my {$50.00} payment and I said goodbye. I checked my bank account on XXXX XXXX. XXXX XXXX and found out that {$280.00} had been taken out by Sears not the {$50.00} I had authorized. I immediately called Sears credit card and the rep spoke to an account specialist she asked if my bank was still open I said no. The rep asked me if I wanted to speak to the account XXXX. I said yes and I was transferred for her. Her name was XXXX. I explained was upset about this unauthorized amount and I wanted it return the next day. She said that it had to remain on my for XXXX days befire she could anything and it would sent by wire back to me XXXX to XXXX days later so the earliest I would get it would be XXXX XXXX XXXX XXXX. I was extremely mad. I asked why .she never said why it had to be XXXX days before anything could be done.Then she wanted me to call back the next day, I asked why, she said to call the bank. I became very angry at this point and said why I am calling you now and this is your mistake and I am not fixing it. She said Im not asking you to fix it.She then asked my bank info. I gave it to her and ended the call. I waitednuntil XXXX, XXXX XXXX and then checked my account. No refund, so I called Sears credit card again .XXXX answered and I told him about the unauthorized amount and I said were is the refund. He states let look and then I was hung up on. I called back and asked for a manager, I got XXXX who read the notes and even called the account specialist and she toldhim she sent on XXXX XXXX. XXXX. I said I had called bank prior to calling them and no refund was showing.Dakota said well that is thebank she sent it to and can not find it. I saiddo what you can because I 'm done with your company. Again they wanted the bank info, I told him I did not have it and told him to look for the refund and hung up. After I got off work I called a XXXX time and told the rep to get a manager .This time I got XXXX he was rude and it made me very mad I told him I had been hung up on and I could not seem to talk to same petsonso repeated what happened for the XXXX time to him and again gave mybank info only to be told again it would be XXXX to XXXX days once found to be refunded. I will never use this card again and I have told them I will pay it and I will get rid of it. Today is XXXX XXXX. XXXX and I still have not been given my money back. This is ridiculous the phone number I call is XXXX XXXX XXXX XXXX

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 monetary relief