Consumer complaint received 2019-08-16
Company: CITIBANK, N.A.
State: WA
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 have two Citibank credit cards linked to Costco but usable at other businesses as well. I use one of the cards all of the time and typically do not use the other. I also opened a Costco member credit account for the installation of a new furnace in XX/XX/XXXX. After installing the furnace I started to get monthly robotic calls telling me to go online and check my account. When I went online the only account showing was the card I used. I thought the calls were generated to remind me of the upcoming payment date for the furnace installation. On XX/XX/XXXX I received a personal phone call from a female person who said she was with Citibank. She was asking for personal information which I told her I would not provide until I knew what this call was about. She wouldnt tell me so I told her I did not know why she was calling as I do not want or need more credit, I do not have any past due bills and so I can not think of why she is calling. I told her if she wouldnt tell me what the call was about I was going to hang up and I did.Later I received another call and was able to determine that they were calling due to a 6 month past due bill on the card that I dont use. Through the course of 6 phone calls and over two hours of conversation I found out there were two charges made as follows ; XX/XX/XXXX for gas at Costco {$31.00} and XX/XX/XXXX for a Costco in store purchase of {$100.00}. 
I keep receipts and statements and was able to find a receipt for {$1000.00} but not for the gas purchase although I probably made the purchase. The only bill I had from Citibank for this account was from XX/XX/XXXX where I paid off the existing balance. I was advised that I owed {$360.00} due to finance charges and fees. I told them I would not pay the fees or finance charges as I had no way of even knowing a payment was due. I did not receive a bill, this account did not show up on line and I did not receive any email notification. So how would I know a payment was due. I told the representatives ( I had to tell multiple people the same thing over and over ) that I never got a bill so I didnt know a payment was due. I asked over and over for the call to be escalated to higher level and was told I could get a call back in two days. I resisted having to wait two days but told them to proceed. In the last call I made a telephone payment for the charge amount of {$100.00}. At this time I am concerned that they will continue to add fees while I try to get these unfair fees removed. 
They did not let me know I owed anything as I never got a bill. They directed me to a site where this account didnt show. They refused to rectify the problem when I pointed out the facts over and over again to multiple people. I believe this is an unfair practice to steal money from customers under the threat of damaging your credit. My record for payment is excellent I had paid thousands of dollars to them on my other two accounts where I receive bills.

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