Consumer complaint received 2017-01-13
Company: CITIBANK, N.A.
State: FL
Product: Credit card
Issue: Late fee

Complaint:
In XXXX XXXX, my credit card company claims that I logged into my account and agreed to paperless statements. I have not logged into this account in more than a year, paying my bills via automated phone or check by mail. Additionally in XXXX XXXX, I was hospitalized XXXX due to complication related to my XXXX XXXX. I never rec 'd a statement from Citi for XXXX. When I return home for hospital in XXXX, I was shocked to find a voicemail from Citi indicating that my payment was now very late and I had accrued late fees. I called and spoke to them about the matter. I explained that I had been very ill, and further I did not receive a statement in the mail. They assured me they would reverse the late fees and that this infraction had not been reported as a late pay on my credit bureau. 
In XXXX of XXXX, I again did not receive a statement and consequently had an additional late payment and fees. Called again, was assured they would reverse the late fees and still no clear answer as to why my statements were not arriving in my mail. 
In XXXX I was hospitalized again ( much more serious episode ) and remained in critical condition for days. Once I returned home, I once more did not have a statement, and was contacted again by Citi about my late payment and fees. I explained the circumstances, and they once more said that the fees would be reversed. I believe the same situation played out again in either XXXX or XXXX of XXXX. I called again and explained that I had not received the statement and how can this possibly keep happening? 
On XXXX XXXX, XXXX I again received a call that my payment was late and that I owe more than {$100.00} in late fees. I was transferred twice until I finally got a supervisor. After all of my calls and wondering where on earth my billing statements were going, it turns out that I was switched to automatic pay without my consent or knowledge. The supervisor tried to tell me that I had in fact signed in to request paperless ( I had not ). She asked if I gave my account login info to anyone else ( i have never ). Then, I asked a simple and direct question of her : how many times have I called in between XXXX XXXX and today XXXX of XXXX? She responded that I made at least 5 calls. She then said " I think we are getting off the point here ''. I responded that this is EXACTLY the point. I have called 5 times in 6 months telling all agents and supervisors that I am not receiving my statements in the mail and therefore forgetting to pay. Why had nobody in 5 separate phone calls checked to see if there could be a possible reason on their end why I was not receiving statements by mail ... and exactly coinciding with the time frame when I became " paperless ''. Citi 's polity is to only credit back XXXX late fee per year period. Thus, I am stuck with more than {$600.00} in late fees & penalties that I feel really are not my fault. I was told they could not help me further and to contact the Office of the President if I wish. 
A final concern during this most recent call was that I said well, I am prepared to make a payment today now that I know that I have a payment due. I told her to process it for an amount that was more than double the minimum payment. Her response was " well that will take care of you XXXX and XXXX payment then. I was confused by this and said, no I wish to pay this amount for XXXX and she again tried to force me to split the payment between XXXX and XXXX since I was making a sizable payment. I am a bit more savvy perhaps, and I saw this scam coming from a mile away. It is insidious that a credit card company would try to bully clients into payment in advance ( in an over pay situation ) as that really creates a minimum payment situation for two months, and they can collect more finance charges.

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