Consumer complaint received 2017-02-06
Company: CITIBANK, N.A.
State: MI
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I had fraud on my card back in XXXX XXXX. A new card was issued. I apparently did not update this account number in my bill pay at my credit union. I received no communication from Sears that my payment was being automatically redirected. In XXXX XXXX, my payment posted back to the original card. On XXXX XXXX, my husband attempted to use his card to purchase an item at a Sears store. The card was declined. He went out to his truck to call and find out why. We have had multiple issues with this card for the past 6-7 years, but have kept the card because it is XXXX of my oldest pieces of credit ( which I know is good for my credit score ) and is XXXX of our higher limits. He was told that the card was delinquent, last payment received was for {$30.00}, but {$57.00} was due. When he told me later that day, I went to my checking account history and saw my bill pay amount for {$60.00} cleared my account on XXXX XXXX ( bill was due on XXXX XXXX ). So, this morning I call Sears to inquire why we were declined when payment was made. During this call, I discovered the issue with the previous account number. I expressed my frustration that the payment was transferred all this time, yet I received no communication of the error - or the fact that this would stop in XXXX. My current bill, which I received by email this morning shows an amount due of {$200.00}. I asked if this was due to the account being marked delinquent and fees charged. She indicated yes, but she would transfer me to their recovery department. Then, they would transfer the payment to the correct account, which would make all the fees, etc ... go away and my minimum payment would go back to what it would be if that payment was applied to the current account. When I was transferred to the recovery department, they noted the payment on the other account and said they would 'take my request to transfer the payment '. That statement gave me the impression they could deny my request - which did not settle well. Then, I asked about the payment being processed effective XXXX, so no fees would be charged. He told me customer service would need to take care of that. I told him they just told me the Recovery Department would process all of that. I was placed on hold while he inquired ... then was told the exact same thing as before. I repeated my request for the effective date and he said once again he would need to check ... put me on hold for a few short seconds and came back and told me the customer service department would be the ones to handle that request ( not enough time to make a true inquiry.. therefore I felt lied to and deceived ). I repeated the same back that they said he would. This is now feeling like a game of lets play bumper cars with the customer and send them all over the place and see if they give up, so we do n't have to honor their request. I told him I was at work and did not have time to make multiple phone calls. I also have to wait 3-5 days for my requested transfer to happen. Meanwhile, I am showing delinquent and can not use my card. Then I have to wait for this transfer in order to call back to customer service to reverse fees, etc ... I imagine when I call, I will be told that the request needed to happen at the time of the transfer request. I am extremely disappointed in how I was treated and the lack of consistency in responses from different departments. I feel like a victim of this card, rather than a long-standing good customer.

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