Consumer complaint received 2017-08-02
Company: CITIBANK, N.A.
State: ME
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:
OnXX/XX/XXXX I went in to submit the XXXX Payment for XXXX. I was under the impression that the payment was scheduled. I received an email from Citibank that my payment for XXXX was not made and as a result a {$25.00} late fee was applied.
I made several attempts the resolve this I made a payment at the time that I was notified of the alleged missed payment. This is the first time that the payment did n't process by the due date over the life of the account. All I want is the fee reversed, since it was not an oversight on my part. I also included the email communication of Citibank refusing to reverse the late fee.
From : me***********************om Subject : Late fee Date : XXXX XXXX, 2017 XXXX EST Dear XXXX XXXX XXXX ; We appreciate the opportunity to assist you.
Your account is not eligible for the adjustment of the Late Fee as it is in a closed status.
We appreciate your business.
If there is any way we can be of further assistance, please feel free to contact us.
Regards, XXXX Sr. Account Supervisor South Dakota From : as****ll Subject : Late fee Date : XXXX XXXX, 2017 XXXX EST I still would like a phone from a manager concerning the late fee issue ... When will I receive the call?
From : me***********************om Subject : Late fee Date : XXXX XXXX, 2017 XXXX EST Dear XXXX : We understand your concern, unfortunately we are unable to grant a courtesy credit for the late payment fee.
As outlined in your Card Agreement with us, a late fee is assessed when your minimum payment is not received by the due date. Since your payment was not received by the due date, any late fees are valid.
You may direct your questions/concerns in writing to the following address : Office of the President Citibank/Citigroup XXXX XXXX XXXX XXXX XXXX, SD XXXX We thank you for your business and the opportunity to serve you.
Sincerely, XXXX Sr. Account Specialist South Dakota From : as****ll Subject : Late fee Date : XXXX XXXX, 2017 XXXX EST If the Late fee is not refunded .... I would like to speak with a manager and I would like the address for the office of the CEO of Citibank ... a formal complaint will be filed with the CFPB From : me***********************om Subject : Late fee Date : XXXX XXXX, 2017 XXXX EST Dear XXXX We have reviewed your account and have determined that the late payment fee is valid. We offer several different options to have your payment post to your account on time each month.
Enroll in our free AutoPay program and your payment will be deducted automatically from your checking or savings account each month. Your bill will be paid on time, every time. There are no checks to write and no due dates to remember.
To enroll online, go to the Payments drop down menu and select Enroll in AutoPay. For more information regarding fees, please review your Credit Card Agreement.
Regards XXXX Sr Account Specialist South Dakota From : as****ll Subject : Late fee Date : XXXX XXXX, 2017 XXXX  EST I logged onto online banking o XX/XX/XXXX to schedule my payment for this month for the amount of XXXX. You can check with online banking to confirm that I did login on. No idea why the payment didnt stick. I know that you have the ability to adjust fees on the account. So saying that unable to adjust fees is bogus untrue. I am requesting a fee waiver for a payment that I was under the impression that was going to post on time. If you refuse I will be contacting CFPB and file a complaint that you are unwilling to work with your customers for something that could been a online banking error and not customer oversight.
From : me***********************om Subject : Re : Late fee Date : XXXX XXXX, 2017 XXXX EST Dear XXXX XXXX XXXX , We have reviewed your account and have determined that the late payment fee is valid. Our records indicate a payment of {$60.00} was due on XXXX/XXXX/2017. We did not receive your payment on or within due date, thus a late payment fee was charged to your account. Unfortunately, we are unable to remove valid late payment fees. For more information regarding fees, please review your Credit Card Agreement.
Unfortunately, we are unable to accommodate your request at this time ; however, we appreciate the opportunity to explain our position.
From : as****ll Subject : Late fee Date : XXXX XXXX, 2017 XXXX EST To whom it may concern, I set a payment up on XXXX/XXXX/2017 before I left on vacation. Unfortunately, it apparently did not go through as I thought it would. As soon as I found out it was past due, I completed a payment to bring it up to date. Can the late charge be waived as a courtesy? Thank you for your consideration.

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