Consumer complaint received 2019-10-27
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Dear Sirs, I am contacting your office because I had a secured MasterCard account with Citibank that was closed without my knowledge on XX/XX/2019 according to a Citibank representative. At this point I am not sure why my account was closed, but I suspect it was because of the reasons I will explain below. 

I had recently filed two complaints with Citibank. The first being XX/XX/2019 and the last XX/XX/XXXX which was about one week before my account was closed The initial complaint was made on XX/XX/XXXX with a Citibank manager who had asked me to ask my bank, or for me to FAX, or mail a statement showing that I had been charged 9 overdraft fees at {$35.00} each totaling {$310.00} to my personal checking account with another bank. This particular manager had already taken off two fees that had been accessed to my secured credit account, but he told me he could not reimburse me the overdraft fees that had been accessed to my personal checking account until I sent proof of those fees to his office. He had asked me to have my bank, or myself either fax or mail his office a statement or letter showing these 9 overdraft fees totaling {$310.00} so that he could put in a request to have these fees reimbursed, or rather paid back to me. 

Citibank had submitted to my bank 9 ACH payments of {$45.00} in which my bank charged me {$35.00} in overdraft fees each time Citibank submitted these payments. 

The reason this manager had taken off all of the fees he could on my my secured card account that Citibank had accessed. and was trying to reimburse me the overdraft fees my personal bank had accessed to my checking account was because the {$45.00} payments were not suppose to be submitted. I had called in to have the payment cancelled because of some security concerns as my personal checking information had recently been comprised and no payments were supposed to submitted. Instead the {$45.00} payments were submitted a total of 9 times and I was charged over draft fees of XXXX each time. The manger apologized and told me that the payments should have been cancelled and they should not have kept being submitting those payments as they could have and should have been stopped and never submitted. He therefore told me to have my bank, or myself fax or mail him the information stated. I asked this manager if I needed to have my personal bank block anymore Citibank payments, but he assured me I did not and no more payments would be submitted, but I was shocked on XX/XX/XXXX when another payment was submitted for {$25.00} and it continued to be submitted 3 times and I was charged additional overdraft fees of {$35.00} each time, totaling I had never been late with a payment on this account until this happen and because they had overdrawn my personal account by over {$300.00} with overdraft fees I was not comfortable making another payment until this was resolved and the manager I spoke to understood this, but I was shocked later on XX/XX/XXXX when Citibank submitted a payment to my checking account without my permission. I called Citibank and they told me I was signed up to automatic payments which I informed them that I never did any such thing and I had just spoke with a manger on the XX/XX/XXXX and he never mentioned any such thing and in fact I had always called my payments in and considering my initially complaint and what the manager assured me would be resolved it didnt make any sense that they would even submit another payment especially after what had just happen. Although this manager assured me that another payment would not be attempted they attempted this payment of {$25.00} an additional 3 times in which I was charged additional overdraft fees by my bank totaling {$100.00} making the total in overdraft fees charged by my personal bank to my checking account {$420.00}. 

Instead of addressing this issue and reimbursing these fees as I was made to believe they would, they instead blindside me and closed my account and tried to take an additional payment from me before I knew my account had been closed. They took my security deposit and instead of reimbursing me my overdraft fees, they are now stating that I owe them a balance of a little over {$100.00}. All of this was done because of the complaint I feel in my opinion. Thank you very much for your attention to this matter. 

Sincerely,

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