Consumer complaint received 2017-10-03
Company: CITIBANK, N.A.
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On or about XX/XX/XXXX I was advised by Citi ( bank? ) that my Diamond Preferred Citi Master Card ( # XXXX XXXX XXXX XXXX in my name , XXXX XXXX XXXX ) was in late pay status by several days, I believe four or five. I was asked if I wished to make the late payment at that time directly from my bank, XXXX XXXX XXXX XXXX XXXX. I replied absolutely in that I was unaware that they payment had not been made. I also authorized the that the next payment that would be coming due shortly be made. Each payment was in the approximate sum of {$220.00}. 
The routinely checking account on XX/XX/XXXX. I saw that Citi had actually withdrawn by a check that looked identical to my own but was not, the sum of {$5100.00}. I immediately called Citi and was advised that the circumstances would require an investigation by them that would require ten to fourteen business days even though the initial conversation had been recorded by them. Upon hearing that, I did the following on the same day : `1. Requested my bank to return the check which they did : 2. Made the late payment on line ; 3.Established an automatic payment system monthly in an amount in excess of the normal payment ; 4. Canceled the card. 
The following ( or second ) day thereafter I received a call from Citi advising that they had done an expedited investigation and determined that there had been a " computer glitch '' and that they had taken the funds in error. I advised what steps I had taken so that the money was in fact in my account. 
On the XX/XX/XXXX I discovered that they had redeposited the check for {$510000.00}. My bank advised that it was to late to take any corrective action in that the check had already cleared my account. 
I again called Citi bank and they advised that they would begin an expedited process to return the funds, this time two to three business days. As of XX/XX/XXXX, the funds had not been returned. I again called and was told that it would take ten to 14 days to " investigate '' and that the matter had been run through 5 different departments. I asked to speak to a more senior person who stated that  she would look into the matter and get it resolved. Essentially, the same thing I had been told a week previously. I was also told that this sort of the happens routinely at Citi. I was promised a call back and that Citi had placed a " hold '' on my funds, whatever that means.
To date, Citi has held my funds 13 days, collected interest on same, overdrawn my account twice, caused at least six or seven over drawn charges on my account of {$35.00} each and caused me to  spend at least four hours ( each call to them runs forty five minutes to an hour plus several calls to my own bank of twenty minutes or more ). 
It is also apparent that Citi does this routinely ( there statement ) and thereby defrauds untold amounts of money from their customers, quite likely involving tens of millions of dollars considering their vast size.

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