Consumer complaint received 2023-10-23
Company: CITIBANK, N.A.
State: CT
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
I wrote a complaint to your organization about Citi complaint # XXXX, however Citi claimed not having any knowledge of me being a customer of theirs so they couldnt respond to your organization about the complaint. How ironic, when I received an email from Citi stating they received a complaint from CFPB about them and that the fees are valid and they wont reverse them. The same way they could use other means of information ( such as my card number I provided ) to identify me and send me a private email about the complaint, the same information could have used to respond to your organization. They also stated I should update my email address which I did yet your organization still havent received their response to the complaint. Citi, as always, not being consistent with whatever they relay to their customers, stated in their response sent to me via email ( attached ) that I owe {$410.00}. However from the statements I received via my app it shows that they charged me {$710.00} in returned check fee some amounting to {$30.00} and others {$41.00}. Yet in their response they made it clear that all returned check fee is {$41.00}, the same inconsistencies I received from their customer representative when I called to query about the many return check fees I was seeing via my app, yet there was no evidence of returned payment/check shown The same way they could blatantly state the bank makes no errors as it relates to the fees they sneakily charged me, the bank same way the bank should rely the correct information to me as it relates to the fees I was actually charged. On my side its showing they withdrew {$710.00} in returned check fee yet in their response its stating they only took {$410.00}. As per the attachments, in their response they didnt state the fees they charged me on XX/XX/XXXX, XX/XX/XXXX, twice on XX/XX/XXXX at {$30.00} each and XX/XX/XXXX and XXXX. The information should be privy to whomever responded to my complaint, therefore the response should be outlining everything to the T. I dont want to hear any excuse as to why they so happen to miss out those days yet I was charged for it. That shows how inefficient Citi is when it comes to customers and their money, as if we pick money off the ground. I work very hard for my money and need accountability as to where its going and from the response from Citi vs the concrete evidence of the statements it shows Citibank constant inconsistencies Ive been receiving from the first time I made a deposit and my account wasnt updated immediately like it used to. After calling to find out why was that I was told by a customer representative that I shouldnt worry the funds is there it just hasnt updated. When I relayed that cony to another customer representative they had the nerve to state there must have been some miscommunication on my end, not theirs but my end. Since Citi never makes mistake I wont accept any excuse as to why the amount in fees charged differ in their response vs the actual statement downloaded by Citi on my app. Citi knows what they are doing, the fact that I would make daily payments to avoid interest, they try to find a way to get back some money from me. Worse I was getting rewards and they were getting no extra money, they needed to find a way to get back some money from me for all those 4 years Ive been with them. So they sneakily take {$710.00} from me, claiming its for returned check fees, which in their response wasnt even accounted for. Where did the difference of {$300.00} go??!!

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