Consumer complaint received 2015-08-04
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Transaction issue

Complaint:
I have a Citibank mastercard credit card, which I always pay on time since I got it 3 years ago. I have this card set up for a monthly automatic payment of the full amount, but in XX/XX/XXXX I decided to pay only the minimum amount and contacted them to change it. The person helped and made the changed by phone easily just for that specific month, leaving the auto payment still set up for the following months. The next month, I did exactly the same and called them again asking to set up a minimum payment for XX/XX/XXXX, but at this time the person did a mistake and did n't suspend the auto payment of the full amount. What happened its that the minimum payment was done ( as requested ) in the amount of {$11000.00}, but in the next 2 days Citibank debited the remaining balance of {$18000.00}. Since I didi n't have credit enough, the payment didint go through. I called Citibank and the person told me that she was going to solve it and have the FEE returned to the account in a few days. For my surprise, after 5 days, Citibank tried to have the remaining balance paid AGAIN ( without my authorization ) and when I called them AGAIN, the answer was totally different than the previous one : they told me that when it happens, the system tries to have the balance paid 4 consecutive times and there was nothing that could be done by the entity to avoid that. I spend more than 40 minutes with a supervisor on the phone and the summary of the conversation was that I did n't need to worry about that because as soon as the XXXX tentatives were finished, they would return the XXXX FEES ( {$34.00} each ) + send me a letter communicating that it was a mistake from Citibank and that my credit score would n't be affected. They also " offered '' me as a gift because of the inconvenience XXXX miles for my mileage account. After all these calls with them, nothing has been solved ( I did n't get the FEE returned, I did n't get the miles and I did n't get the letter that was promised ). A few days ago I got a letter from Citibank saying that I have an unpaid balance, so exactly the opposite that was discussed. I contacted my account manager called XXXX XXXX and asked for help, but she told me to solve the problem directly with the credit card team and call them again. i also send them a message using the online customer service last Sunday ( XX/XX/XXXX ) registering the complain and have n't get a response that they were supposed to do within 1 business day ( reference number is : XXXX ). So, I tried everything possible and all channels to get it solved. Now, I want to submit a formal claim against them. They are damaging my credit score and also this situation made one of the checks that I used to pay a person to be returned because of lack of funds, so I 'm not having only problems with them, but with other people as well. Their lack of care about their guests is incredible. The managers never answer emails because they do not want to commit to anything written.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief