Consumer complaint received 2017-10-31
Company: CITIBANK, N.A.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XXXX XXXX XXXX, I bought a washing machine on-line from XXXX XXXX for XXXX XXXX including taxes and hoses ). I applied for the XXXX XXXX XXXX card since this card allowed me to pay my purchase using installments, interest free, for XXXX months. Little did I know that XXXX XXXX will start adding fraudulent late fees charges on my account, though all the payments have been paid directly from my XXXX XXXX account in time ( I do have the evidence to provide ). Initially I was paying $ XXXX. In XXXX, XXXX XXXX stated they did not receive my payment and that I was late. I verified my XXXX XXXX account and the payment was sent. I called them on XXXX XXXX and the representative told me they will revert the late fee charge of XXXX} and probably there was a delay at their end.They credited me XXXX and not XXXX. The supervisor I talked to on the same day, XXXX XXXX, stated that my payment for XXXX XXXX is {XXXX since the current payment of XXXX} sent on XXXX looked it was delayed at their end ( that was received on XXXX ). I asked the supervisor multiple times if that is the correct amount I have to send for payment and she confirmed. I also asked why my monthly payment would change from XXXX to XXXX} and she did not answer my question.To my surprise, the bill received this week shows that I was supposed to pay {XXXX though no interim bill was sent to me with that amount and the supervisor stated clearly I have only to pay XXXX}. It is very unclear to me where XXXX} is coming from, how this was decided when all the correct payments were made in time and why the supervisor mislead me? The supervisor also stated though she could not change the late fee charge for XXXX}, however I would see it credited in my XXXX bill and then my monthly payment will return to the standard XXXX. That did not happen at all. In contrary, they started to change my monthly amount from XXXX to XXXX to {XXXX} to XXXX} that served only to confuse what the exact payment should be. Not only that, on the response to the complaint filed with CFPB, the XXXX XXXX XXXX itemized payments is totally incorrect and it does not reflect all payments I have made. I have all the evidence since those payments were made directly from my XXXX XXXX account and the transaction history is recorded and proof of payment.I feel this is done with a deliberate scope to confuse the payers and add illegal charges to their monthly bills.Not only I did not get refunded the XXXX, they claimed now I was late for XXXX months on payments and added another XXXX} late fees, with no explanation. Is only XXXX, how can they add late fees for XXXX months since XXXX XXXX? The entire bill was paid in full now. My total purchase was XXXX}. The remaining {XXXX were received by the company today. The representative XXXX, XXXX refused to remove the late fees charges, to close my account or allow me to talk to a manager. I was not late on my payments hence there is no reason for them to charge me XXXX in fees for XXXX months. However, XXXX XXXX from the Office of the President considers the late fees are justified and not only that misleads the CFPB that the initial late fee was credited ( only {XXXX} were credited out of XXXX} ) but how can it be possible to have a remaining payment of XXXX when I had already paid {XXXX prior to XXXX XXXX? {XXXX} plus {XXXX} XXXX late fee ) plus {XXXX XXXX already paid ) totals XXXX}. What I have noticed from the table sent to CFPB is that they have not included any of my payments for XXXX and XXXX. On XXXX XXXX I have paid XXXX} ( Reference XXXX ), on XXXX XXXX I have paid XXXX ( reference XXXX ), on XXXX XXXX I paid XXXX} ( Reference XXXX ), on XXXX XXXX I paid XXXX ( reference XXXX ), on XXXX XXXX I paid XXXX ( Reference XXXX ), on XXXX XXXX I paid XXXX} ( reference XXXX ), on XXXX XXXX I paid XXXX ( Reference XXXX ) and on XXXX XXXX I paid XXXX} ( reference XXXX ). I have an excellent XXXX XXXX of XXXX and was never late on any payments. XXXX XXXX credit card is refusing to acknowledge my payments and remove these bogus/illegal late fees charges. This constitutes fraud and I am requesting an investigation on this illegality.

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